The relationship between procedural justice perceptions and perceptions of service quality

This study examined the relationship between customers' perceptions of procedural justice and service quality. A sample of 254 adult students was surveyed to measure perceptions of procedural justice and service quality and to support or reject the proposed relationship between these perceptions.; Procedural justice perceptions were measured using Colquitt's (2001) justice instrument and service quality was measured using Cronin and Taylor's (1992) SERVPERF instrument. Analysis included linear and multiple regression techniques.; The study supports a relationship between customers' overall perceptions of justice and perceptions of overall service quality. A relationship between customers' perceptions of formal, informational, and interpersonal justice and their perceptions of interactional quality was supported. The study supports a relationship between customers' perceptions of choice and their perceptions of service outcome quality.; Recommendations for further research include additional study of construct dimensionality and extension of this study into wider industry and organizational contexts. Management implications include the importance of considering justice-related factors in the design and delivery of services to customers.