Approaches for conceptualizing customer satisfaction and perceived service quality


  • Maria-Cristiana MUNTHIU Assistant lecturer Ph.D. student
  • Violeta RĂDULESCU Lecturer Ph.D. Faculty of Marketing, Bucharest Academy of Economic Studies


customer satisfaction, perception, services quality, perceived performance, expectation.


Customer satisfaction and perceived service quality seem to be in a permanent struggle to get unspoiled attention from marketers; thus, service companies should be aware of various approaches for conceptualizing their similarities and differences. The relationship between these concepts seems to be unclear and, therefore, marketing specialists should constantly monitor the factors that influence customer satisfaction of services and the importance perceived service quality has among these factors.


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How to Cite

MUNTHIU, M.-C., & RĂDULESCU, V. (2012). Approaches for conceptualizing customer satisfaction and perceived service quality. Annals of Spiru Haret University. Economic Series, 12(1), 111–117. Retrieved from