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Cross-border comparative studies of service quality and consumer satisfaction: some empirical results

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  • Ming-Lu Wu

    (United International College, Beijing Normal University-Hong Kong Baptist University (BNU-HKBU))

Abstract

This paper proposes a research framework to conduct comparative studies of service quality and consumer satisfaction between two bordering cities. Through interviewing one city’s consumers about their consumption experiences in some selected services in both cities, we use the structural equation modeling approach to analyze and compare the patterns of service quality and consumer satisfaction in the two cities. We present some empirical comparative study results between Hong Kong and Shenzhen and between Macao and Zhuhai, two pairs of important bordering cities in South China with different social-economic systems and development levels. The research contributes to marketing theory by modifying and validating consumer satisfaction measurements and models in a cross-border context and to strategy formation for Hong Kong and Shenzhen and for Macao and Zhuhai to improve consumer satisfaction with the quality of services provided.

Suggested Citation

  • Ming-Lu Wu, 2014. "Cross-border comparative studies of service quality and consumer satisfaction: some empirical results," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(1), pages 89-106, June.
    • Handle: RePEc:spr:eurasi:v:4:y:2014:i:1:d:10.1007_s40821-014-0002-0
    DOI: 10.1007/s40821-014-0002-0
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    References listed on IDEAS

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    Cited by:

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    3. Chi Lau & Ka Fung & Lee Pugalis, 2014. "Is health care expenditure across Europe converging? Findings from the application of a nonlinear panel unit root test," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 4(2), pages 137-156, December.

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