| Autor: |
Thomas, Tania, Michael, Babu, Jose, Dawn, Bose, Jacob |
| Předmět: |
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| Zdroj: |
AIP Conference Proceedings; 2024, Vol. 3134 Issue 1, p1-9, 9p |
| Abstrakt: |
Appliances and consumer electronics (ACE) sector is one of the fastest growing industry in India. The study intends to examine the influence of service quality perception on customer satisfaction in home appliance sector with special focus on air conditioner. The moderating effect of consumer mindfulness on the relationship between service quality perception and customer satisfaction is also explored. Service quality perception was measured through SERVQUAL dimensions. Data were collected from 140 IT professionals in Kochi, Kerala, India using a purposive sampling approach. The results confirm that service quality perception has a positive effect on customer satisfaction and Consumer mindfulness has a positive relationship with customer satisfaction but does not have a moderating effect on the service quality-customer satisfaction relationship. The study offers new insights to service marketing research by exploring the influence of consumer mindfulness in enhancing customer satisfaction. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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