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Service price components and their relationship with customer satisfaction

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Journal of Revenue and Pricing Management Aims and scope

Abstract

The price of a service is normally thought to be an indicator of its quality, for example, the higher the price, the better the service is believed to be. We shall demonstrate that this association is limited, since price is not restricted only to money. Specifically, it is shown to be multidimensional, with two categories (objective and perceived), which contain elements of a different nature. The work was performed in the context of university services, in which the strong influence of the objective aspect and the slight impact of the perceived are demonstrated. In this environment, we also analyse what dimensions are decisive in satisfying the customer, highlighting the objective aspect (adequacy of the fees to the service received) and the value the customer attributes to the service. What makes this study unique is that it offers a model of the service price components and indicates what impact each dimension has on university services.

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Authors and Affiliations

  1. Department of Social Psychology, University of Almería, Carrateva de Sacramento La Cañada de San Urbano, s/n C.P. 04120,, Almería, Spain

    Carmen Salvador

Authors
  1. Carmen Salvador
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  2. Enrique Rebolloso
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  3. Baltasar Fernández-Ramírez
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  4. María del Pilar Cantón
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Corresponding author

Correspondence to Carmen Salvador.

Additional information

1 C. Salvador-Ferrer is Professor of Social Psychology at the University of Almería. Dr Salvador has published various textbooks in the field of Quality Services. This research was completed while the first author was a doctoral candidate at University of Almería. This author thanks the editor for his valuable comments on an earlier draft of this article.

2 E. Rebolloso-Pacheco is Professor of Social Psychology at the University of Almería. Dr Rebolloso has published in numerous journals, p.e. evaluation, and has published various textbooks.

3 B. Fernández-Ramírez is Professor of Social Psychology at the University of Almería. Dr Fernández-Ramírez has published in numerous journals, p.e. evaluation, and has published various textbooks.

4 P. Cantón-Andrés is Professor of Social Psychology at the University of Almería. Dr Canton has published in numerous journals, p.e. evaluation, and has published various textbooks.

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Salvador, C., Rebolloso, E., Fernández-Ramírez, B. et al. Service price components and their relationship with customer satisfaction. J Revenue Pricing Manag 6, 40–50 (2007). https://doi.org/10.1057/palgrave.rpm.5160057

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  • DOI: https://doi.org/10.1057/palgrave.rpm.5160057

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