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Impact of perceived value of services and buzz marketing on the relationship between service quality and customer satisfaction: a meta-analysis

Author

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  • Praveen Kumar Pandey
  • Amandeep Dhaliwal

Abstract

This study examined the relationships between service quality (SQ), perceived value (PV), buzz marketing, and customer satisfaction (CS) in the Delhi and NCR regions. The results showed that all four variables are positively related. SQ dimensions such as tangibles, responsiveness, assurance, and empathy positively impacted PV, while reliability had no significant effect. Both PV and buzz marketing had a positive influence on CS. Also, they had a positive and significant moderating effect on the relationship between SQ and CS. These findings suggest that companies in the Delhi and NCR regions can improve CS by focusing on SQ and PV and generating positive buzz about their products and services. Future research could explore the impact of these variables on post-purchase behaviour and the role of customer demographic characteristics on PV. Longitudinal data could also provide more insights into the relationships between these variables.

Suggested Citation

  • Praveen Kumar Pandey & Amandeep Dhaliwal, 2025. "Impact of perceived value of services and buzz marketing on the relationship between service quality and customer satisfaction: a meta-analysis," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 50(4), pages 415-435.
    • Handle: RePEc:ids:ijsoma:v:50:y:2025:i:4:p:415-435
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