The effects of perceived service fairness on satisfaction, trust, and behavioural intentions

Davoud Nikbin, Ishak Ismail, Malliga Marimuthu, Ismael Younis Abu-Jarad

Research output: Contribution to journalReview articleResearchpeer-review

Abstract

This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.

Original languageEnglish
Pages (from-to)58-73
Number of pages16
JournalSingapore Management Review
Volume33
Issue number2
Publication statusPublished - 2011
Externally publishedYes

Fingerprint

Fairness
Behavioral intention
Price fairness
Interaction
Malaysia
Restaurants
Procedural fairness

Cite this

Nikbin, D., Ismail, I., Marimuthu, M., & Abu-Jarad, I. Y. (2011). The effects of perceived service fairness on satisfaction, trust, and behavioural intentions. Singapore Management Review, 33(2), 58-73.
Nikbin, Davoud ; Ismail, Ishak ; Marimuthu, Malliga ; Abu-Jarad, Ismael Younis. / The effects of perceived service fairness on satisfaction, trust, and behavioural intentions. In: Singapore Management Review. 2011 ; Vol. 33, No. 2. pp. 58-73.
@article{cd951738b010498a924f8b28037544d2,
title = "The effects of perceived service fairness on satisfaction, trust, and behavioural intentions",
abstract = "This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.",
keywords = "Behavioural intention, Customer satisfaction, Malaysia, Service fairness, Trust",
author = "Davoud Nikbin and Ishak Ismail and Malliga Marimuthu and Abu-Jarad, {Ismael Younis}",
year = "2011",
language = "English",
volume = "33",
pages = "58--73",
journal = "Singapore Management Review",
issn = "0129-5977",
publisher = "Singapore Institute of Managment",
number = "2",

}

Nikbin, D, Ismail, I, Marimuthu, M & Abu-Jarad, IY 2011, 'The effects of perceived service fairness on satisfaction, trust, and behavioural intentions', Singapore Management Review, vol. 33, no. 2, pp. 58-73.

The effects of perceived service fairness on satisfaction, trust, and behavioural intentions. / Nikbin, Davoud; Ismail, Ishak; Marimuthu, Malliga; Abu-Jarad, Ismael Younis.

In: Singapore Management Review, Vol. 33, No. 2, 2011, p. 58-73.

Research output: Contribution to journalReview articleResearchpeer-review

TY - JOUR

T1 - The effects of perceived service fairness on satisfaction, trust, and behavioural intentions

AU - Nikbin, Davoud

AU - Ismail, Ishak

AU - Marimuthu, Malliga

AU - Abu-Jarad, Ismael Younis

PY - 2011

Y1 - 2011

N2 - This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.

AB - This study examines the relationship among perceived service fairness, satisfaction, trust, and behavioural intentions. Data were gathered on perceived service fairness, satisfaction, trust, and behavioural intention by means of survey from restaurant customers in northern region of West Malaysia (Kedah, Perak, Penang, and Perlis States). The results of this study showed that all dimensions of perceived service fairness have a significant relationship with trust, satisfaction, and behavioural intentions, except for outcome fairness. Moreover, the results confirmed the mediating role of satisfaction and trust in the relationship between perceived service fairness and behavioural intention in interactional, procedural, and price fairness dimensions. However, their mediating role was not supported in outcome fairness dimension. Managerial implications of these findings are briefly discussed.

KW - Behavioural intention

KW - Customer satisfaction

KW - Malaysia

KW - Service fairness

KW - Trust

UR - http://www.scopus.com/inward/record.url?scp=84865966133&partnerID=8YFLogxK

M3 - Review article

VL - 33

SP - 58

EP - 73

JO - Singapore Management Review

JF - Singapore Management Review

SN - 0129-5977

IS - 2

ER -