TY  - JOUR
T1  - Value for Money and Service Quality in Customer Satisfaction
AU - Rajaguru, Rajesh AU - Rajesh, Gayathri 
JO  - The Social Sciences
VL  - 11
IS  - 19
SP  - 4613
EP  - 4616
PY  - 2016
DA  - 2001/08/19
SN  - 1818-5800
DO  - sscience.2016.4613.4616
UR  - https://makhillpublications.co/view-article.php?doi=sscience.2016.4613.4616
KW  - Value for money
KW  -service quality
KW  -online reviews
KW  -customer satisfaction
KW  -chain
AB  - 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.
ER  -