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

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.