Causal relationships between service quality and user satisfaction. A systematic review of the literature
The aim of this article is to identify the characteristics of research that incorporates causal relationships between perceptions of quality and the satisfaction of users receiving a service, in order to serve as a basis for the development of new empirical cases. For the development of this article...
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Universidad Francisco de Paula Santander
2025
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| author | Vergara Schmalbach, Juan Carlos Maza Avila , Francisco Javier |
| author_browse | Maza Avila , Francisco Javier Vergara Schmalbach, Juan Carlos |
| author_facet | Vergara Schmalbach, Juan Carlos Maza Avila , Francisco Javier |
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| description | The aim of this article is to identify the characteristics of research that incorporates causal relationships between perceptions of quality and the satisfaction of users receiving a service, in order to serve as a basis for the development of new empirical cases. For the development of this article, the systematic literature review technique was applied, following the PRISMA standard, defining the elements for the inclusion of documents and concluding in an individual synthesis, based on narrative or interpretation. The ScienceDirect and EBSCOHost databases were considered, covering content in the areas of Economic Sciences and/or Social Sciences. The search yielded 801 articles of which 68 were chosen for investigation and application of the selection criteria. In relation to the effect between perceptions and service user satisfaction, 95.59% of the studies provide a significant positive test between perceptions and satisfaction, coinciding with the disconfirmation approach and corroborating the theories that support it. Furthermore, the results suggest the need to comply with the requirements of the statistical methods used to solve causal models, starting with the definition of the representative sample size, the number of hypotheses proposed, the definition of the latent and observable variable, and the validation of the results. |
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| spelling | oai:revistas.ufps.edu.co:article-49592025-09-10T15:25:40Z Causal relationships between service quality and user satisfaction. A systematic review of the literature Relaciones causales entre calidad del servicio y satisfacción del usuario. Una revisión sistemática de la literatura Vergara Schmalbach, Juan Carlos Maza Avila , Francisco Javier Calidad del Servicio Percepciones Satisfacción Modelos causales Revisión sistemática Service quality Perceptions Satisfaction Causal model Systematic review The aim of this article is to identify the characteristics of research that incorporates causal relationships between perceptions of quality and the satisfaction of users receiving a service, in order to serve as a basis for the development of new empirical cases. For the development of this article, the systematic literature review technique was applied, following the PRISMA standard, defining the elements for the inclusion of documents and concluding in an individual synthesis, based on narrative or interpretation. The ScienceDirect and EBSCOHost databases were considered, covering content in the areas of Economic Sciences and/or Social Sciences. The search yielded 801 articles of which 68 were chosen for investigation and application of the selection criteria. In relation to the effect between perceptions and service user satisfaction, 95.59% of the studies provide a significant positive test between perceptions and satisfaction, coinciding with the disconfirmation approach and corroborating the theories that support it. Furthermore, the results suggest the need to comply with the requirements of the statistical methods used to solve causal models, starting with the definition of the representative sample size, the number of hypotheses proposed, the definition of the latent and observable variable, and the validation of the results. Este artículo tiene como objetivo identificar las características de las investigaciones que incorporan relaciones de tipo causal entre las percepciones de la calidad y la satisfacción de los usuarios que reciben un servicio, con el fin de servir como base para el desarrollo de nuevos casos empíricos. Para su desarrollo, se aplicó la técnica de revisión sistemática de la literatura, siguiendo el estándar PRISMA, que permite la definición de criterios de inclusión y análisis de los documentos. Se consideraron las bases de datos ScienceDirect y EBSCO Host, que abarcan contenidos en las áreas de Ciencias Económicas y/o Ciencias Sociales. La búsqueda arrojó 801 artículos, de los cuales 68 fueron escogidos para su indagación y aplicación de los criterios de inclusión. En relación con el efecto entre las percepciones y la satisfacción del usuario de los servicios, el 95,59% de las investigaciones proveen una prueba positiva significativa entre las percepciones y satisfacción, coincidiendo con el enfoque de la disconfirmación y corroborando las teorías que lo sustentan. Además, los resultados dejan entrever la necesidad de cumplir con los requisitos de los métodos estadísticos empleados para resolver los modelos causales, partiendo de la definición del tamaño de la muestra representativo, el número de hipótesis planteadas, la definición de las variables latentes y observables y la validación de los resultados. 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| spellingShingle | Calidad del Servicio Percepciones Satisfacción Modelos causales Revisión sistemática Service quality Perceptions Satisfaction Causal model Systematic review Vergara Schmalbach, Juan Carlos Maza Avila , Francisco Javier Causal relationships between service quality and user satisfaction. A systematic review of the literature |
| title | Causal relationships between service quality and user satisfaction. A systematic review of the literature |
| title_alt | Relaciones causales entre calidad del servicio y satisfacción del usuario. Una revisión sistemática de la literatura |
| title_full | Causal relationships between service quality and user satisfaction. A systematic review of the literature |
| title_fullStr | Causal relationships between service quality and user satisfaction. A systematic review of the literature |
| title_full_unstemmed | Causal relationships between service quality and user satisfaction. A systematic review of the literature |
| title_short | Causal relationships between service quality and user satisfaction. A systematic review of the literature |
| title_sort | causal relationships between service quality and user satisfaction a systematic review of the literature |
| topic | Calidad del Servicio Percepciones Satisfacción Modelos causales Revisión sistemática Service quality Perceptions Satisfaction Causal model Systematic review |
| topic_facet | Calidad del Servicio Percepciones Satisfacción Modelos causales Revisión sistemática Service quality Perceptions Satisfaction Causal model Systematic review |
| url | https://revistas.ufps.edu.co/index.php/profundidad/article/view/4959 |
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