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dc.contributor.authorWattanakamolchai, Somyoten_US
dc.date.accessioned2014-03-14T20:08:30Z
dc.date.available2014-03-14T20:08:30Z
dc.date.issued2008-03-17en_US
dc.identifier.otheretd-03252008-170146en_US
dc.identifier.urihttp://hdl.handle.net/10919/26501
dc.description.abstractThe socially responsible customer segment is growing. Increasingly, customers are concerned about social, political, and environmental issues. These concerns have been shown to affect their attitudes towards the quality of goods and services as well as their buying behaviors. Nevertheless, there is a paucity of empirical research in the service literature on socially responsible customers. This study investigates the role that social responsibility plays in measuring service quality. Both qualitative and quantitative techniques were used in this study. Focus group and in-depth interviews were conducted to develop a scale measuring the social responsibility dimension in the evaluation of service quality. Confirmatory factor analysis and a multiple regression method were then utilized to test four hypotheses postulated in the study. The social responsibility scale consisted of eight items and was shown to be highly reliable. This scale along with the 22 items from the perception part of SERVQUAL formed the Socially Responsible Customer (SRC) SERVQUAL instrument used in this study. A total of 803 respondents completed the survey. The results of confirmatory factor analysis showed that social responsibility was a salient dimension of service quality and highly socially responsible customers used the concept of social responsibility more pronouncedly than the others when evaluating service quality. The social responsibility dimension alone significantly explained the variance in service quality. However, after accounting for the existing five SERVQUAL dimensions, the social responsibility dimension does not add a significant increment to the variance explained by the service quality regression model.en_US
dc.publisherVirginia Techen_US
dc.relation.haspartWattanakamolchai_Dissertation.pdfen_US
dc.rightsI hereby certify that, if appropriate, I have obtained and attached hereto a written permission statement from the owner(s) of each third party copyrighted matter to be included in my thesis, dissertation, or project report, allowing distribution as specified below. I certify that the version I submitted is the same as that approved by my advisory committee. I hereby grant to Virginia Tech or its agents the non-exclusive license to archive and make accessible, under the conditions specified below, my thesis, dissertation, or project report in whole or in part in all forms of media, now or hereafter known. I retain all other ownership rights to the copyright of the thesis, dissertation or project report. I also retain the right to use in future works (such as articles or books) all or part of this thesis, dissertation, or project report.en_US
dc.subjectService Qualityen_US
dc.subjectSocial Responsibilityen_US
dc.subjectSocially Responsible Customersen_US
dc.subjectEvaluation of Service Qualityen_US
dc.subjectDimensions of Service Qualityen_US
dc.titleThe Evaluation of Service Quality by Socially Responsible Customersen_US
dc.typeDissertationen_US
dc.contributor.departmentHospitality and Tourism Managementen_US
dc.description.degreePh. D.en_US
thesis.degree.namePh. D.en_US
thesis.degree.leveldoctoralen_US
thesis.degree.grantorVirginia Polytechnic Institute and State Universityen_US
thesis.degree.disciplineHospitality and Tourism Managementen_US
dc.contributor.committeechairMurrmann, Suzanne K.en_US
dc.contributor.committeememberKhan, Mahmood A.en_US
dc.contributor.committeememberMcGehee, Nancy G.en_US
dc.contributor.committeememberSevert, Denver E.en_US
dc.identifier.sourceurlhttp://scholar.lib.vt.edu/theses/available/etd-03252008-170146/en_US
dc.date.sdate2008-03-25en_US
dc.date.rdate2008-04-02
dc.date.adate2008-04-02en_US


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