The Effect of Service Fairness on Service Quality, Customer Satisfaction and Customer Loyalty

Abstract

We study the effect of service fairness on service quality, customer satisfaction and customer loyalty. An Structural Equation Modeling analysis was conducted on the hospital industry. The results show that procedural justice and interactional justice obviously effect customer perceived service quality positively. Moreover, the results show that procedural justice, interactional justice and distribute justice all effect customer satisfaction and customer loyalty directly or indirectly. Based on the results, this study explains the practical and academic implications for service fairness.