Author(s):
Carolin Fischer, Ottmar L. Braun, Flavius Kehr & Walter H. Schreiber

Institution:
Universität Koblenz-Landau

Title:
On the relationship between service quality, image and customer satisfaction within the context of an police authority

Abstract:
Page 2-12

The image of an organization and especially the quality of its services are broadly discussed as determinants of customer satisfaction. The present work illustrates these relationships using the example of a state office of criminal investigation. In this context, a model was developed, postulating three direct and one mediated effect: Service quality has a positive influence both on the overall customer satisfaction and the image of the police authority; image has a positive influence on the overall customer satisfaction and the influence of service quality on overall customer satisfaction is partly mediated by the image of the police authority. The model was analyzed and verified using data from a 377 customers. Image of the police authority proved to be the strongest predictor of overall customer satisfaction. Implications and limitations of the findings are discussed.