Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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In this paper, the authors report an empirical assessment of a model of service encounters that simultaneously considers the direct effects of quality, satisfaction, and value on consumers' behavioral intentions, and further suggest that indirect effects of the service quality and value constructs enhanced their impact on behavioral intentions.About:
This article is published in Journal of Retailing.The article was published on 2000-06-01. It has received 6176 citations till now. The article focuses on the topics: Service quality & Customer satisfaction.read more
Citations
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Foreign travelers' satisfaction with traditional Korean restaurants.
Jang-Hyeon Nam,Timothy J. Lee +1 more
TL;DR: In this paper, the authors investigated the factors influencing foreign travelers' satisfaction with traditional Korean restaurants using a modified SERVQUAL scale, three dimensions of service quality (i.e., intangibles, tangibles, and food) as well as expectation and value for money appear to positively influence foreign tourists' satisfaction.
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The relationships of cruise image, perceived value, satisfaction, and post-purchase behavioral intention on Taiwanese tourists
TL;DR: Wang et al. as discussed by the authors looked at the cruise image as a recreational experience and compared the results of 906 questionnaires to investigate perceived value, satisfaction and post-purchase behavioral intention.
Journal ArticleDOI
Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling
TL;DR: In this article, the authors employ structural equation modeling to find linear structural relationships related to customer satisfaction, and identify three dimensions of perceived service quality that positively affect customers' trust levels.
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The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty
TL;DR: In this paper, the authors examined how AI and employee service quality influence customer satisfaction and loyalty in the hotel industry and found that when regressing both AI and customer service quality in the same equation, AI becomes negative and insignificant and that only certain service quality dimensions made unique variances in the outcomes of interest.
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Chain restaurant patrons' well-being perception and dining intentions: the moderating role of involvement.
TL;DR: In this article, the authors investigated the structural relationships between chain restaurant patrons' brand attitude, utilitarian value, hedonic value, well-being perception, and behavioral intentions with the moderating role of involvement.
References
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Journal ArticleDOI
Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternatives
Li-tze Hu,Peter M. Bentler +1 more
TL;DR: In this article, the adequacy of the conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice were examined, and the results suggest that, for the ML method, a cutoff value close to.95 for TLI, BL89, CFI, RNI, and G...
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
Journal ArticleDOI
On the evaluation of structural equation models
Richard P. Bagozzi,Youjae Yi +1 more
TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.