Authors : Rajesh Rajaguru and Gayathri Rajesh
Abstract: Based on means-end theory the study explains the role of value for money and service quality in customer satisfaction. This research uses online consumer review data from hotel sector to study the relationship proposed in the study. About 1023 reviews were considered for the study. The moderating role of hotel value (star value) on the relationship between value for money, service quality and customer satisfaction was measured using hierarchical regression analysis. The results support means end chain theory by identifying value for money and service quality as significant predictors of customer satisfaction. The moderating variable “hotel value” explores the differences in consumers’ expectations on value for money and service quality based on the star value of the hotel and investigates its effect on customer satisfaction.
Rajesh Rajaguru and Gayathri Rajesh, 2016. Value for Money and Service Quality in Customer Satisfaction. The Social Sciences, 11: 4613-4616.