Meta-analysis of postgraduate theses on the relationship between customer satisfaction and service quality (2002-2022)

This thesis conducts a meta-analysis of postgraduate theses written between 2002 and 2022 to examine the relationship between customer satisfaction and service quality. Customer satisfaction and service quality are essential factors for businesses to maintain competitive advantage in today's dynamic market environment. Understanding the relationship between these two concepts is crucial for organizations seeking to enhance customer experience and improve overall performance. A systematic literature review was conducted to identify relevant postgraduate theses from various academic databases and archives. A total of 98 studies that met certain criteria were included in the meta-analysis. The selected theses cover various industries such as retail, hospitality, banking and telecommunications. The meta-analysis uses statistical techniques to synthesize the findings of the selected studies. Effect sizes were calculated and the overall strength and direction of the relationship between customer satisfaction and service quality were determined. In addition, moderator analyses were conducted to identify potential influencing factors such as industry type, research method and geographical location. The results of the meta-analysis show that there is a positive and significant relationship between customer satisfaction and service quality in the selected postgraduate theses. The findings suggest that higher levels of service quality are associated with increased customer satisfaction. The magnitude of the relationship varies across different industries, with some industries showing stronger relationships than others.