Consumer-based Brand Equity in the Service Shop

Tan Teck Ming, Liew Tze Wei, William Soon Siong Lee, Michelle Bee Fang Ong, Tan Su-Mae


This present study investigated the causal relationships among the dimensions of consumer-based brand equity in the context of service shop; and to improve the conceptualization of service quality, which serves as a sub-dimension of perceived quality. A total of 602 self-administrated questionnaires were distributed via non-probability sampling. Findings suggested that the dimensions of service quality in the service shop were comprised of tangibles, responsiveness, empathy, assurance, recovery, and knowledge. The causal effects of service quality are significantly greater than product cues in formatting favorable consumer response towards the brand. The major contribution is that it provides imperative insight into the development of consumer-based brand equity in the service industry that is based on typology-specific. Future study should include simultaneous examination of the four service quadrants as classified by Schmenner’s (1986), and investigates the universal dimensional of consumer-based brand equity in service industry by typology-specific.

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International Journal of Marketing Studies  ISSN 1918-719X(Print) ISSN 1918-7203(Online) E-mail:

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