How to cite this paper
Ishaq, M. (2011). A study on relationship between service quality and customer satisfaction: An empirical evidence from Pakistan telecommunication industry.Management Science Letters , 1(4), 523-530.
Refrences
Anderson, R.E., & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework.
Psychology and Marketing, 20(2), 123-38.
Aydin, S., & Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile
telecommunication market. European Journal of Marketing, 39(7/8), 910-25.
Boshoff, C., & Gray, B. (2004). The Relationships between Service Quality, Customer Satisfaction
and Buying Intentions in the Private Hospital Industry. South African Journal of Business
Management, 35(4), 27–37.
Brady, M. K., Cronin Jr., J. J., & Brand, R. R. (2002). Performance-only measurement of service
quality: A replication and extension. Journal of Business Research, 55(1), 17?31.
Brown, S.W., & Bitner, M.J. (2007). Mandating a service revolution for marketing, in Lusch, R.F.
and Vargo, S.L. (Eds), The Service-Dominant Logic of Marketing: Dialog, Debate and Directions,
M.E. Sharpe, Armonk, NY.
Buttle, F. (1996). Relationship marketing. In: Buttle, F. (Ed.), Relationship Marketing: Theory and
Practice. Paul Chapman Publishing, London.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer
satisfaction. European Journal of Marketing, 36 (7/8), 811?828.
Choi, C., Kim, C., Sung, N., & Park, Y. (2007). Evaluating the quality of service in mobile business
based on fuzzy set theory. Fourth International Conference on Fuzzy Systems and Knowledge
Discovery, Haiku, China, August 2007, 483-487.
Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., & Kim, C. K. (2004). The Relationships among
Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South
Korean Study. Journal of Business Research, 57(8), 913–921.
Cook, S. (2008). Customer Care Excellence: How to Create an Effective Customer Focus, London:
Kogan Page.
Coyles, S., & Gokey, T. C. (2002). Customer Retention is not Enough. The McKinsey Quarterly. 2,
80-89.
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension.
Journal of Marketing, 56(3), 55–68.
Dabholkar, P., (1993). A Measurement of Service Quality for Retail Stores: Scale Development and
Validation, Journal of the Academy of Marketing Science, 24(1), 3-16.
Duncan, E., & Elliott, G. (2002). Customer service quality and financial performance among
Australian retail financial institutions. Journal of Financial Services Marketing, 7(1), 25-41.
Duncan, E., & Elliott, G. (2004). Efficiency, customer service and financial performance among
Australian financial institutions. The International Journal of Bank Marketing, 22(5), 319-42.
Fullerton, G., & Taylor, S. (2002). Mediating, interactive, and non-linear effects in service quality
and satisfaction with services research. Canadian Journal of Administrative Sciences, 19(2), 124-
36.
Gerpott, T.J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty and satisfaction in the
German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249-69.
Gotlieb, J.B., Grewal, D., & Brown, S.W. (1994). Consumer satisfaction and perceived quality:
complementary or divergent constructs?. Journal of Applied Psychology, 79(6), 875-885.
Greising, D. (1994). Quality: how to make it pay. Business Week, 8 August, 54-9.
Johnson, W.C., & Sirikit, A. (2002). Service quality in the Thai telecommunication industry: a tool
for achieving a sustainable competitive advantage. Management Decision, 40(7), 693-701.
Jones, M. A., & Suh, J. (2000). Transaction-Specific Satisfaction and Overall Satisfaction: An
Empirical Analysis. Journal of Services Marketing, 14(2), 147–159.
Kim, M.K., Park, M.C., & Jeong, D.H. (2004). The effects of customer satisfaction and switching
barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications
Policy, 28(2), 145-59.
Kotler, P. (2003). Marketing Management, Prentice-Hall, Englewood Cliffs, NJ.
Lee, H., Lee, Y., & Yoou, D. (2000). The determinants of perceived service quality and its
relationship with satisfaction. Journal of Service Marketing, 14(3), 217–231.
Lee-Kelley, L., Gilbert, D. & Mannicom, R. (2003). How e-CRM can enhance customer loyalty.
Marketing Intelligence & Planning, 21(4), 239-48.
Lim, H., Widdows, R., & Park, J. (2006). M-loyalty: winning strategies for mobile carriers. Journal
of Consumer Marketing, 23(4), 208-18.
Martin C., Adrian P., & David B. (2002). Relationship marketing: Creating Customer Value,
Burlington: Elsevier Butterworth-Heinemann.
Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings.
Journal of Retailing, 57(3), 25–48.
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal
of Consumer Research, 20, 418–430.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for
measuring consumer perception of service quality. Journal of Retailing, 64, 12–40.
Ranaweera, C., & Prabhu, J. (2003). On the Relative Importance of Customer Satisfaction and Trust
as Determinants of Customer Retention and Positive Word of Mouth. Journal of Targeting,
Measurement and Analysis for Marketing, 12(1), 82–90.
Reichheld, F.F., & Sasser, W.E. (1990). Zero defections: quality comes to services. Harvard Business
Review, 68(5), 105-11.
Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. London:
Sage.
Rust, R.T., Zahorik, A.J., & Keiningham, T.L. (1995). Return on quality (ROQ): making service
quality financially accountable. Journal of Marketing, 59, 58-70.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service
Quality, 13(3), 233-46.
Spreng, R. A., & Mackoy, R. D. (1996). An Empirical Examination of a Model of Perceived Service
Quality and Satisfaction. Journal of Retailing, 72(2), 201–214.
Van der Wal, R.W.E., Pampallis, A., & Bond, C. (2002). Service quality in a cellular
telecommunications company: a South African experience. Managing Service Quality, 12(5), 323-
35.
Wiele, T., Boselie, P., & Hesselink, M. (2002). Empirical evidence for the relationship between
customer satisfaction and business performance. Managing Service Quality, 12(3), 184-193.
Wirtz, J. (2003). Halo in customer satisfaction measures. International Journal of Service Industry
Management, 14(1), 96-119.
530
Yasin, M., Correia, E., & Lisboa, J. (2004). The profitability of customer-targeted quality
improvement efforts: an empirical examination. The TQM Magazine, 16(1), 45-49.
Yeung, M., Ging, L., & Ennew, C. (2002). Customer satisfaction and profitability: a reappraisal of
the nature of the relationship. Journal of Targeting, Measurement and Analysis for Marketing,
11(1), 24-33.
Yi, Y. J., & La, S. N. (2004). What Influences the Relationship between Customer Satisfaction and
Repurchase Intention? Investigating the Effect of Adjusted Expectations and Customer Loyalty.
Psychology and Marketing, 21(5), 351–373.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). Delivering quality service: Balancing
customer perceptions and expectations. New York: New York Free Press.
Zeithaml, V.A., & Bitner, M.J. (1996). Service Marketing. McGraw-Hill, NewYork.
Psychology and Marketing, 20(2), 123-38.
Aydin, S., & Ozer, G. (2005). The analysis of antecedents of customer loyalty in the Turkish mobile
telecommunication market. European Journal of Marketing, 39(7/8), 910-25.
Boshoff, C., & Gray, B. (2004). The Relationships between Service Quality, Customer Satisfaction
and Buying Intentions in the Private Hospital Industry. South African Journal of Business
Management, 35(4), 27–37.
Brady, M. K., Cronin Jr., J. J., & Brand, R. R. (2002). Performance-only measurement of service
quality: A replication and extension. Journal of Business Research, 55(1), 17?31.
Brown, S.W., & Bitner, M.J. (2007). Mandating a service revolution for marketing, in Lusch, R.F.
and Vargo, S.L. (Eds), The Service-Dominant Logic of Marketing: Dialog, Debate and Directions,
M.E. Sharpe, Armonk, NY.
Buttle, F. (1996). Relationship marketing. In: Buttle, F. (Ed.), Relationship Marketing: Theory and
Practice. Paul Chapman Publishing, London.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer
satisfaction. European Journal of Marketing, 36 (7/8), 811?828.
Choi, C., Kim, C., Sung, N., & Park, Y. (2007). Evaluating the quality of service in mobile business
based on fuzzy set theory. Fourth International Conference on Fuzzy Systems and Knowledge
Discovery, Haiku, China, August 2007, 483-487.
Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., & Kim, C. K. (2004). The Relationships among
Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South
Korean Study. Journal of Business Research, 57(8), 913–921.
Cook, S. (2008). Customer Care Excellence: How to Create an Effective Customer Focus, London:
Kogan Page.
Coyles, S., & Gokey, T. C. (2002). Customer Retention is not Enough. The McKinsey Quarterly. 2,
80-89.
Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension.
Journal of Marketing, 56(3), 55–68.
Dabholkar, P., (1993). A Measurement of Service Quality for Retail Stores: Scale Development and
Validation, Journal of the Academy of Marketing Science, 24(1), 3-16.
Duncan, E., & Elliott, G. (2002). Customer service quality and financial performance among
Australian retail financial institutions. Journal of Financial Services Marketing, 7(1), 25-41.
Duncan, E., & Elliott, G. (2004). Efficiency, customer service and financial performance among
Australian financial institutions. The International Journal of Bank Marketing, 22(5), 319-42.
Fullerton, G., & Taylor, S. (2002). Mediating, interactive, and non-linear effects in service quality
and satisfaction with services research. Canadian Journal of Administrative Sciences, 19(2), 124-
36.
Gerpott, T.J., Rams, W., & Schindler, A. (2001). Customer retention, loyalty and satisfaction in the
German mobile cellular telecommunications market. Telecommunications Policy, 25(4), 249-69.
Gotlieb, J.B., Grewal, D., & Brown, S.W. (1994). Consumer satisfaction and perceived quality:
complementary or divergent constructs?. Journal of Applied Psychology, 79(6), 875-885.
Greising, D. (1994). Quality: how to make it pay. Business Week, 8 August, 54-9.
Johnson, W.C., & Sirikit, A. (2002). Service quality in the Thai telecommunication industry: a tool
for achieving a sustainable competitive advantage. Management Decision, 40(7), 693-701.
Jones, M. A., & Suh, J. (2000). Transaction-Specific Satisfaction and Overall Satisfaction: An
Empirical Analysis. Journal of Services Marketing, 14(2), 147–159.
Kim, M.K., Park, M.C., & Jeong, D.H. (2004). The effects of customer satisfaction and switching
barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications
Policy, 28(2), 145-59.
Kotler, P. (2003). Marketing Management, Prentice-Hall, Englewood Cliffs, NJ.
Lee, H., Lee, Y., & Yoou, D. (2000). The determinants of perceived service quality and its
relationship with satisfaction. Journal of Service Marketing, 14(3), 217–231.
Lee-Kelley, L., Gilbert, D. & Mannicom, R. (2003). How e-CRM can enhance customer loyalty.
Marketing Intelligence & Planning, 21(4), 239-48.
Lim, H., Widdows, R., & Park, J. (2006). M-loyalty: winning strategies for mobile carriers. Journal
of Consumer Marketing, 23(4), 208-18.
Martin C., Adrian P., & David B. (2002). Relationship marketing: Creating Customer Value,
Burlington: Elsevier Butterworth-Heinemann.
Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings.
Journal of Retailing, 57(3), 25–48.
Oliver, R. L. (1993). Cognitive, Affective, and Attribute Bases of the Satisfaction Response. Journal
of Consumer Research, 20, 418–430.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for
measuring consumer perception of service quality. Journal of Retailing, 64, 12–40.
Ranaweera, C., & Prabhu, J. (2003). On the Relative Importance of Customer Satisfaction and Trust
as Determinants of Customer Retention and Positive Word of Mouth. Journal of Targeting,
Measurement and Analysis for Marketing, 12(1), 82–90.
Reichheld, F.F., & Sasser, W.E. (1990). Zero defections: quality comes to services. Harvard Business
Review, 68(5), 105-11.
Rust, R. T., & Oliver, R. L. (1994). Service quality: New directions in theory and practice. London:
Sage.
Rust, R.T., Zahorik, A.J., & Keiningham, T.L. (1995). Return on quality (ROQ): making service
quality financially accountable. Journal of Marketing, 59, 58-70.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service
Quality, 13(3), 233-46.
Spreng, R. A., & Mackoy, R. D. (1996). An Empirical Examination of a Model of Perceived Service
Quality and Satisfaction. Journal of Retailing, 72(2), 201–214.
Van der Wal, R.W.E., Pampallis, A., & Bond, C. (2002). Service quality in a cellular
telecommunications company: a South African experience. Managing Service Quality, 12(5), 323-
35.
Wiele, T., Boselie, P., & Hesselink, M. (2002). Empirical evidence for the relationship between
customer satisfaction and business performance. Managing Service Quality, 12(3), 184-193.
Wirtz, J. (2003). Halo in customer satisfaction measures. International Journal of Service Industry
Management, 14(1), 96-119.
530
Yasin, M., Correia, E., & Lisboa, J. (2004). The profitability of customer-targeted quality
improvement efforts: an empirical examination. The TQM Magazine, 16(1), 45-49.
Yeung, M., Ging, L., & Ennew, C. (2002). Customer satisfaction and profitability: a reappraisal of
the nature of the relationship. Journal of Targeting, Measurement and Analysis for Marketing,
11(1), 24-33.
Yi, Y. J., & La, S. N. (2004). What Influences the Relationship between Customer Satisfaction and
Repurchase Intention? Investigating the Effect of Adjusted Expectations and Customer Loyalty.
Psychology and Marketing, 21(5), 351–373.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993). Delivering quality service: Balancing
customer perceptions and expectations. New York: New York Free Press.
Zeithaml, V.A., & Bitner, M.J. (1996). Service Marketing. McGraw-Hill, NewYork.