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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Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty
TL;DR: In this article, an exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk, risk and loyalty.
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Retail service quality as a key activator of grocery store loyalty
TL;DR: In this paper, the authors demonstrate the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, within the Italian context Structural equation modelling was employed.
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An Analysis of Brand Image, Perceived Quality, Customer Satisfaction and Re-purchase Intention in Iranian Department Stores
TL;DR: In this paper, the authors examined the relation between store image, perceived quality, customer satisfaction, and re-purchase intention in Iranian department stores and found that customer satisfaction affects repurchase intention.
Journal ArticleDOI
Is There Any Gender effect on the Relationship Between Service Quality and Word-of-Mouth?
Lucia Bongran Sun,Hailin Qu +1 more
TL;DR: In this paper, the authors examined the differential role of gender on the relationship between core/relational service qualities and word-of-mouth (WOM) effect and found that there are within-gender differences in the effect of service qualities on word of mouth, but there is no significant difference across the genders.
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The integrated model of green loyalty: Evidence from eco-friendly plastic products
TL;DR: In this paper, the authors used partial least squares structural equation modeling to examine the hypotheses proposed and found that the integration of green trust and green perceived risk in the Quality-Loyalty Model can increase the prediction of loyalty towards eco-friendly plastic products.
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.