Cross-cultural invariance of measures of satisfaction and service quality

摘要

A dental setting is used to compare the United States, English and French-Canadian subjects for their perceived levels of customer satisfaction and service quality, using a sample of the subjects comprising 499 respondents from the midwestern United States, Ontario and Quebec. The findings indicate that some measures of satisfaction and SQ can be nonequivalent across cultures. Cultural differences are noted for invariant measures in assessing perceived quality, mostly in situations with high expectations and performance, with English Canadians perceiving lower SQ than the U.S. and French-Canadians. In situations where expectations and performance are lower, English-Canadians perceived higher quality than the U.S. and French-Canadians.