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
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The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation
TL;DR: In this article, the authors investigated the impact of customer satisfaction, service quality, the perceived value of services, corporate image and corporate reputation on customer loyalty and their relationship in the Turkish banking industry.
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Travel app users’ continued use intentions: it’s a matter of value and trust
TL;DR: In this article, the authors examined the factors that influence the continued use intention of mobile apps designed for travel-related purposes, including functional value, hedonic value, satisfaction, and trust.
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The effect of mobile service quality dimensions on customer satisfaction
TL;DR: In this article, the authors determine the dimensions of mobile service quality and their effect on customer satisfaction and intention to use, and examine how compatibility of mobile devices, such as mobile phones, directly and indirectly influences satisfaction.
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The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention
TL;DR: In this article, the authors examined the relationship between perceived price justice, satisfaction, revisit intention and loyalty among restaurant customers, specially the mediating effect of revisit intention in relation with perceived price fairness, satisfaction and loyalty.
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Reconsidering Nonlinearity and Asymmetry in Customer Satisfaction and Loyalty Models: An Empirical Study in Three Retail Service Settings
Sandra Streukens,Ko de Ruyter +1 more
TL;DR: In this article, the authors show that asymmetric nonlinear functions do not possess superior explanatory power compared to symmetric linear functional forms for describing the relationships among customer evaluative judgments.
References
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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.