This study examined the relationship between perceived service quality and customer satisfaction in Sri Lankan veterinary hospitals. It found that perceived service quality has a strong positive relationship with customer satisfaction. Through a survey of 200 customers, the study identified four key dimensions of service quality: service-oriented commitment, reliability, tangibles, and assurance. Service-oriented commitment was found to be the most important driver of customer satisfaction, while tangibles had the weakest impact on satisfaction. The results indicate that all four dimensions are positively related to customer satisfaction.

1. The Impact of Perceived Service
Quality on Customer Satisfaction
By SERVPERF In Sri Lankan
Veterinary Hospital
Dr. Preethi Sudarshanie Dassanayake1,
Veterinary Teaching Hospital, University of
Peradeniya, Sri Lanka
Dr. R. A. Sudath Weerasiri2, Department of
Marketing Management, University of
Kelaniya, Sri Lanka

2. Introduction
 Multi-cultural and compassionate
society
 Economic growth rate (GDP) – 6.4%
(Central Bank Report, 2013)
 Contribution for GDP by Service sector-
58.5% (Central Bank Report, 2013)

3. Introduction………continued
 Per Capital Income- 2057 US$ (2009), 2923
US$ (2012)
 More overseas employment opportunities
 Lack of social security and loneliness
 Choice- companion animal

4. Importance of the Study
 Professional service
 Technical and functional quality
(Gronroos, 1984)
 Perception of SQ (Providers VS
Receivers)
 SQ - Sustainable competitive
advantage
 Research gap in SL

5. Objectives of the Study
 To examine relationship between
PSQ & CS
 To determine most important PSQ
dimension for CS
 To determine least important PSQ
dimension for CS

6. Methodology
 Explanatory & Cross-sectional study
 Referral Veterinary Hospital in SL
(OPD)
 Sample size 200 (Yamanne,1967)
 Systematic random sampling
 SERVPERF and 4- items construct for
CS.

7. Data Analysis
 Principal Component Analysis (PCA)
 Equamax rotation
 Cronbach’s alpha
 Simple & Multiple Linear
Regression

8. Result &Discussion
SERVPERF
 KMO – 0.922
BTS:
 Chi- Square-
2.635E3
 Sig.- .000
 P < 0.05
CS
 KMO - .805
BTS:
 Chi- Square-
464.296
 Sig -.000
 P < 0.05

9. Results & Discussion……continued
PCA with Equamax rotation
• 4 components
• TVE – 65%
• Service Oriented Commitment
(SOC), Reliability, Tangibles &
Assurance
• Cronbach’s alpha > 0.7

10. Results &Discussion……continued
Simple Linear Regression Analysis:
H1- There is positive relationship
exists between PSQ and CS
• Model 1: R = .788, R2 - .621.
Adjusted R2- .619
• ANOVA: F = 323.852, Sig. -.000
• CS = .788 * PSQ (1)

11. Results & Discussion…..continued
 Multiple Regression Analysis (Enter):
H2- There is positive relationship exists between
service oriented commitment on CS.
H3 – There is positive relationship exists between
reliability on CS
H4- There is positive relationship exists between
tangibles on CS
H5- There is positive relationship exists between
assurance and CS

12. Results & Discussion……continued
• Model 2: R = .814, R2 - .662,
Adjusted R2 - .655
• ANOVA: F= 95.509, Sig. - .000

13. Results & Discussion…….continued
Model Standardized
coefficients
t Sig.
(Constant) 000 1.000
SOC .564 13.555 .000
Reliability .327 7.849 .000
Tangibility .281 6.750 .000
Assurance .397 9.543 .000

14. Results & Discussion
 Reject all 4- null hypotheses.
 Accept H2, H3, H4 and H5
 NO Multicollinearity (VIF <10)
Regression Equation:
CS = .564 * SOC + .327 * Rel. + .281* Tang.
+.397 * Ass. (2)

15. Conclusions
 4 components extracted by PCA
(cultural & economic context)
 PSQ has strong positive relationship
with CS.
 SOC is the most important service
quality factor for CS
 Tangibility is the least important for CS.
 All four service quality factors have
positive relationship with CS.

16. “
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