Table 6 The influence of the expected and delivered service quality on perceived service quality for two types of customers when ΔQ is positive.

From: Smooth or sticky? An analysis of service variability

  

Phase A

Phase B

Phase C

Coefficient

t-value

Ratio

Coefficient

t-value

Ratio

Coefficient

t-value

Ratio

Expectation

Inexperienced customers

0.225

10.813***

 

0.282

22.945***

 

0.355

17.800***

 

Experienced customers

0.390

6.631***

 

0.410

12.351***

 

0.467

10.844***

 

Delivered service quality

Inexperienced customers

0.850

2.506*

0.265

1.005

2.433*

0.281

0.935

2.465*

0.379

Experienced customers

0.740

2.582*

0.527

0.716

2.715*

0.573

0.765

2.659*

0.610

  1. Note: ***p < 0.001 and *p < 0.05
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