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 article

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

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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.