The Impact of Service Quality Dimensions on Customers’ Trust

  • Muhammad Ahmad ur Rehman FMS, National Textile University, Faisalabad Pakistan
  • Zahid Hussain FMS, National Textile University, Faisalabad Pakistan
  • Muhammad Mudasar Ghafoor University of the Punjab, Jhelum Campus, Pakistan
Keywords: Customers’ Trust, Perceived Service Quality, Insurance Sector, Empathy, Tangibility, Assurance, Reliability, Responsiveness

Abstract

Customers’ trust is an inevitable asset for organizations. The long-term relationship of customer-organization depends upon the presence of customers’ trust on the organization. The significance of this phenomenon in services industry becomes even more critical where organizations have to know individual as well as contextual factors that influence on customers’ trust. This study tested the impact of different dimensions of perceived service quality (reliability, assurance, responsiveness, empathy and tangibility) on customers’ trust. 220 customers from Insurance sector of Pakistan were selected to form the sampling frame. Explanatory factor analysis, correlation and hierarchical multiple regression analyses were used to test proposed hypotheses. The results indicate   positive relationship between different dimensions of service quality and customers’ trust. This study has several insights and valuable implications for the researchers and policy makers. First, deliberate efforts are needed on the part of policy makers in Insurance companies to nurture a climate that is conducive to build long-term customer’s trust to retain and expand extent of customers. In particular, front line officers must be trained to harmonize customers’ need with swift and rational solutions.

Downloads

Download data is not yet available.

Article Analytics Summary

References

Agustin, C. & Singh, J. (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing Research, 42(1), 96-108. DOI: https://doi.org/10.1509/jmkr.42.1.96.56961

Ahmed, H. M. S. (2010). Hybrid E‐Learning Acceptance Model: Learner Perceptions. Decision Sciences Journal of Innovative Education, 8(2), 313-346. DOI: https://doi.org/10.1111/j.1540-4609.2010.00259.x

Alsabawy, A. Y., Cater-Steel, A., & Soar, J. (2013). IT infrastructure services as a requirement for e-learning system success. Computers & Education, 69, 431-451. DOI: https://doi.org/10.1016/j.compedu.2013.07.035

Berry, Leonard, L. & Parasuraman, A. (1991). Competing through quality. New York: Bingham, R. S. (Eds.) Quality Control Handbook, New York: McGraw Hill.

Chenet, P., Dagger, T. S., & O'Sullivan, D. (2010). Service quality, trust, commitment and service differentiation in business relationships. Journal of services Marketing, 24(5), 336-346. DOI: https://doi.org/10.1108/08876041011060440

Cho, J. E., & Hu, H. (2009). The effect of service quality on trust and commitment varying across generations. International Journal of Consumer Studies, 33(4), 468-476. DOI: https://doi.org/10.1111/j.1470-6431.2009.00777.x

Chuang, S. H., & Lin, H. N. (2013). The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan. International Journal of Information Management, 33(2), 271-281. DOI: https://doi.org/10.1016/j.ijinfomgt.2012.12.003

Day Ralph, L. (1977). Towards a process model of consumer satisfaction, In Keith Hunt, H.(Eds.) Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction. (pp. 153-183). Cambridge, MA: Marketing Science Institute.

Gronroos, C. (1990). Service management: a management focus for service competition. International Journal of Service Industry Management, 1(1), 6-14. DOI: https://doi.org/10.1108/09564239010139125

Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. DOI: https://doi.org/10.1108/13555851011062269

Kelleher, T. & Miller, B. M. (2006). Organizational blogs and the human voice: Relational strategies and relational outcomes. Journal of Computer-Mediated Communication. 11(2), 395-414. DOI: https://doi.org/10.1111/j.1083-6101.2006.00019.x

Lee, G. G. & Lin, F. H. (2005). Customer perceptions of e-service quality in online hopping. Journal of Service Research, 33, 161-176. DOI: https://doi.org/10.1108/09590550510581485

Lee, J. H., Kim, H. D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54-63. DOI: https://doi.org/10.1016/j.smr.2010.02.002

Lussier, B., Grégoire, Y., & Vachon, M. A. (2017). The role of humor usage on creativity, trust and performance in business relationships: An analysis of the salesperson-customer dyad. Industrial Marketing Management 65, 168-181. DOI: https://doi.org/10.1016/j.indmarman.2017.03.012

Mahmood, M. A., Burn, J. M., Gemoets, L. A., & Jacquez, C. (2000). Variables affecting information technology end-user satisfaction: a meta-analysis of the empirical literature. International Journal of Human-Computer Studies, 52(4), 751-771. DOI: https://doi.org/10.1006/ijhc.1999.0353

McColl-Kennedy, J. R., & Fetter Jr, R. E. (2001). An empirical examination of the involvement to external search relationship in services marketing. Journal of Services Marketing, 15(2), 82-98. DOI: https://doi.org/10.1108/08876040110381337

Moorman., Zaltman, G. & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29, 314-28. DOI: https://doi.org/10.1177/002224379202900303

Morgan, R. M. & Hunt S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38. DOI: https://doi.org/10.1177/002224299405800302

Morgan, R. M. & Hunt S. D. (1999). Relationship-based competitive advantage: The role of relationship marketing in marketing strategy. Journal of Business Research, 46, 281-290. DOI: https://doi.org/10.1016/S0148-2963(98)00035-6

Oliver, R. L. (1977). Effect of expectation and disconfirmation on post-exposure product evaluation: An alternative interpretation. Journal of Applied Psychology, 62, 480-6. DOI: https://doi.org/10.1037/0021-9010.62.4.480

Onkvisit, S. & Shaw, J. J. (1991). Is services marketing “really” different? Journal of Professional Services Marketing, 7(2), 3-17. DOI: https://doi.org/10.1080/15332969.1991.9985009

Parasuraman, A., Valarie, A., Zeithaml & Leonard, L. Berry. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.

Rapp, A., Trainor, K. J., & Agnihotri, R. (2010). Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology. Journal of Business Research, 63(11), 1229-1236.. DOI: https://doi.org/10.1016/j.jbusres.2009.11.002

Rathmell, J. M. (1966). What is meant by services? Journal of Marketing, 30, 32-36. DOI: https://doi.org/10.1177/002224296603000407

Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446-456. DOI: https://doi.org/10.1108/09604520410569784

Selim, H. M. (2007). Critical success factors for e-learning acceptance: Confirmatory factor models. Computers & Education, 49(2), 396-413. DOI: https://doi.org/10.1016/j.compedu.2005.09.004

Urban, G. L., Sultan, F. & William J. Q. (2000). Placing trust at the center of your internet strategy. Sloan Management Review, 42, 39-49.

Woodruff, R. B., Ernest, R., Cadotte, & Roger, L. J. (1983). Modeling consumer satisfaction processes using experience-based norms. Journal of Marketing Research, 20, 296-304. DOI: https://doi.org/10.1177/002224378302000308

Zeithaml, A. V., Berry, L. L. & Parasuraman, A. (1981). How consumers’ evaluation processes differ between goods and services. Marketing of Services, 186-190.

Zeithaml, A. V., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60, 31-46. DOI: https://doi.org/10.1177/002224299606000203

Zeithaml, V. A., Parasuraman, A. & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49, 33-46. DOI: https://doi.org/10.1177/002224298504900203

Zechmeister, E. B., Zechmeister, J. S., & Shaughnessy, J. (2006). Research methods in psychology: McGraw-Hill Higher Education.

Published
2020-06-30
How to Cite
Muhammad Ahmad ur Rehman, Zahid Hussain, & Muhammad Mudasar Ghafoor. (2020). The Impact of Service Quality Dimensions on Customers’ Trust. Journal of Business and Social Review in Emerging Economies, 6(2), 557-563. https://doi.org/10.26710/jbsee.v6i2.1181