UPM Institutional Repository

Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty


Kasiri, Leila Agha and Teoh, Kenny Guan Cheng and Sambasivan, Murali and Md. Sidin, Samsinar (2017) Integration of standardization and customization: impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35. pp. 91-97. ISSN 0969-6989; ESSN: 1873-1384


The basic objective of this study is to analyse the direct and indirect impacts of standardization and customization on customer satisfaction and loyalty through service quality. The service quality has two dimensions: technical quality and functional quality. A framework is developed by extending Grӧnroos’ model of service quality by including the antecedents of service quality. A questionnaire-based survey collected data from 315 customers of three service industries: healthcare, hospitality, and education. The data was analysed and the model validated using PLS-SEM. The findings show that: (1) integration of standardization and customization of service offerings is critical for improved service quality; (2) standardization has higher impact on service quality when compared to customization; (3) functional quality has higher impact on customer satisfaction when compared to technical quality; and (4) customer satisfaction has a significant effect on customer loyalty. The contribution of this study is the development of an integrated framework to analyse the roles of standardization and customization on service quality.

Download File

PDF (Abstract)
Integration of standardization and customization impact on service quality, customer satisfaction, and loyalty.pdf

Download (49kB) | Preview

Additional Metadata

Item Type: Article
Divisions: Faculty of Economics and Management
Putra Business School
DOI Number: https://doi.org/10.1016/j.jretconser.2016.11.007
Publisher: Elsevier
Keywords: Standardization; Customization; Service quality; Customer satisfaction; Customer loyalty; Malaysia
Depositing User: Nabilah Mustapa
Date Deposited: 07 Sep 2017 03:10
Last Modified: 07 Sep 2017 03:10
Altmetrics: http://www.altmetric.com/details.php?domain=psasir.upm.edu.my&doi=10.1016/j.jretconser.2016.11.007
URI: http://psasir.upm.edu.my/id/eprint/56988
Statistic Details: View Download Statistic

Actions (login required)

View Item View Item