Role Of Perceived Value, Customer Expectation, Corporate Image And Perceived Service Quality On The Customer Satisfaction

Main Article Content

Rizwan Ali
Gao Leifu
Muhammad YasirRafiq
Mudassar Hassan

Keywords

Customer Satisfaction, Perceived Value, Corporate Image, Perceived Service Quality

Abstract

This study sets out to investigate the influence of perceived value, customer expectation, corporate image and perceived service quality on the customer satisfaction particularly in Pakistan telecommunication industry. To test the conceptual framework, multiple regression has been used to analyze the data collected from 450 respondents of Pakistan telecommunication companies operating in the Pakistan. This study reveals number of notable findings including the empirical verification that perceived value, customer expectation and corporate image significantly enhancing the customer satisfaction. We also observed that perceived service quality is negatively related to customer satisfaction but insignificant. Furthermore results shows that gender provides no basis for differentiation among variables in determining the customer satisfaction.

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