Abstract – AOCRJ-V3I2P2

Perceived Service Quality and Customer Satisfaction with
Mediating Effect of Purchase Intention

Rizwan Arshad
University of Central Punjab, Lahore, Pakistan

Abstract:
The previous researches contributed in this dimension by working on the purchase intention, service quality, and brand equity and brand loyalty. In this research study relationship among perceived service quality (PSQ), customer satisfaction (CS) and purchase intention (PI) as a mediating role is discussed and shown affect of purchase intention on the customer satisfaction. Took service sector from telecom industry of Pakistan as it is one of the growing industries presently, and it is 60% contributing in the economy Gross Domestic Product. The study utilized a survey through questionnaire which was distributed among the concerned citizen of Lahore, and mobile service users in Lahore Pakistan is taken to be analyzed. It is the cross sectional study, sample size was 150; regression testing is utilized in order to check the impact of each variable and mediating effect of PI on the PSQ and CS. The entire test indicates the positive relationship among the variables with partial mediation.

Key Words: Perceived service quality, Purchase intention, Customer satisfaction, Pakistan mobile industry.

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