Developing service quality model considering consumer´s affective response

Abstract

The purpose of this research is to analyze service quality expectation, affective response and total satisfaction to develop the SERVQUAL model by new dimension. The importance of this research was related to the affective response dimension which influence the customers’ overall satisfaction, and this plays important role in case of the development of the SERVQUAL model. The focus was on international airlines operating in South Korea. To investigate the possibility, this research conducted a person-administered survey on a consumer who uses international airline. The findings of the research showed that the previous SERVQUAL model was significantly strong to explain consumer’s satisfaction, and affective responses were significant. © 2020, Allied Business Academies. All rights reserved.