An Empirical Study of Service Quality, Value and Customer Satisfaction for On-Demand Home Services

Abstract

This study investigates the factors influencing customer satisfaction with references to on-demand home services, an emerging phenomenon in India. The hypothesized conceptual framework is grounded in the E-SQ and SERVQUAL model. To test the research hypotheses, 382 sample respondents were surveyed using a pre-tested questionnaire. The empirical validation of the proposed framework was performed with the help of PLS-SEM. The results suggest that e-service quality (E-SQ) and service quality (SERVQUAL) contribute to the overall service quality (OSQ) which has a positive influence on customer satisfaction (CS). It is further noted that, with reference to on-demand home services, overall service quality (OSQ) and customer satisfaction (CS) is moderated by value (VL). Further research could investigate the influence of OSQ on other relational constructs such as trust and customer loyalty. This study offers interesting insights to the managers and marketers in the service industry while crafting marketing strategies.