Format for Article Summary

Name of the Student: M. Vamshi Krishna Roll No. 11135

Name of Author(s): Festus Olorunniwo, Maxwell K. Hsu, Godwin J. Udo
Author Affiliations
College of Business, Tennessee State University, Nashville, Tennessee, USA., College of
Business and Economics, University of Wisconsin-Whitewater, Whitewater, Wisconsin,
USA, and College of Business Administration, University of Texas at El Paso, El Paso,
Texas, USA Respectiviely
Sub-topic(s) of SOM to
which the article
belongs to:
Improving the delivery system
Key Words:
Customer services quality, Customer satisfaction, Consumer behaviour, Factor analysis,
Service levels
Concepts in the article
matching with SOM
Curriculum:
Service quality, customer satisfaction and service factory
Purpose and Objectives
of the Study:
To study , whether the relation between service quality(SQ) with customer
satisfaction(SAT) and customer behavioral intentions (BI) can be understood with the help
of knowing the typology of the service in a service factory.
Research
Methodology:
Exploratory analysis and confirmatory factor analysis is done with undergraduate students
of business administration and hotel guests respectively in a metropolitan area in USA.
Findings and
Conclusions:
The important dimensions of service quality in the service factory were found to be:
Tangibles, Recovery, Responsiveness, and Knowledge. And there is a significant direct
effect of service quality on behavioral intentions and also there is a indirectly more effect of
service quality on behavioral intentions with customer satisfaction playing crucial role as a
mediating factor. Service managers are recommended to devise operations and marketing
strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn,
foster positive BI. This study demonstrates that SQ, SAT and BI and their interrelationships
may be typology-specific. If this is true, two or more industries (e.g. airlines and lodging)
may exhibit similar relationship characteristics with regard to these constructs if they
belong to the same service category. This knowledge is useful for benchmarking best
practices among such industries