Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
TLDR
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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Relationship between service quality, satisfaction, motivation and loyalty: A multi-dimensional perspective
TL;DR: In this paper, the authors identify and test four competing models with the interrelationships between students' perceived service quality, students' satisfaction, loyalty and motivation using structural equation modeling (SEM), and to select the best model using chi-square difference (Δχ2) statistic test.
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The use of organizational capabilities to increase customer value
TL;DR: In this article, the authors identify possible combinations of these organizational capabilities and propose and analyze a sequence that will allow the creation of superior customer value, and test how a firm should recombine its existing capabilities when customers demand superior value in the Spanish banking industry.
Linking perceptual and behavioral customer metrics to multiperiod customer profitability: A comprehensive Service-Profit Chain application in the financial services industry
TL;DR: In this paper, the authors propose and empirically test a comprehensive service-profit chain framework that links survey-based customer satisfaction (CS), service quality (SQ), and share-of-wallet (SOW) measures to longitudinal data on two outcome variables (customer retention and customer profitability) gathered from a financial services company's internal records.
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Perceived service quality, perceived value and recommendation: A study among Canadian public library users
Riadh Ladhari,Miguel Morales +1 more
TL;DR: In this paper, a conceptual model and empirically test the relationships between perceived service quality, perceived value, and recommendation in the public library setting was proposed and the results showed that affect of service, library as place, and information control significantly explain perceived value.
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Investigating the effectiveness of retailers’ mobile applications in determining customer satisfaction and repatronage intentions? A congruency perspective
TL;DR: In this paper, the authors explored the factors that drive customer satisfaction with retailers' mobile applications and the subsequent effect on repatronage intentions with the retailer, and found that the fit between retailer brand image and the mobile application positively affects customer satisfaction.
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.
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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.