Research on the Relationships among Expectation, Perceived Service Quality and Customer Satisfaction

摘要

In order to reveal the effecting mechanism produced by expectation to service quality and customer satisfaction, we made the studies on the relationships between expectation, perceived service quality and customer satisfaction. Based on the attributes division of Kano's model, this paper built the structure model about the relationships of must-be attributes expectation, one-dimensional attributes expectation, attractive attributes expectation, perceived service quality and customer satisfaction, and made the hypothesis. This paper tested the hypothesis by choosing the restaurants as the empirical study background, and the results showed that different attributes expectation has different impacts on perceived service quality and customer satisfaction.