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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Impact of perceived value on the satisfaction of supermarket customers: developing country perspective
TL;DR: In this paper, a cross-sectional survey collected data from five-hundred supermarket customers in Fiji to provide insight into the impact of customer perceived value and its dimensions on customer satisfaction in a developing country and practical suggestions for marketing strategies.
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Customer Expectations of Sport Organisations
TL;DR: In this article, the authors present a review of service quality literature that considers the role of expectations in service quality, types of customer expectations and their formation, and potential interventions in the formation of expectations.
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The Impact of Computerized Agents on Immediate Emotions, Overall Arousal and Bidding Behavior in Electronic Auctions
TL;DR: This paper uses skin conductance response and heart rate measurements as proxies for the immediate emotions and overall arousal of human bidders in a lab experiment with human and computerized counterparts, and shows that computerized agents mitigate the intensity of b biders’ immediate emotions in response to discrete auction events.
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Major Moderators Influencing the Relationships of Service Quality, Customer Satisfaction and Customer Loyalty
TL;DR: In this paper, the authors examined some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services and found that customers with high perceived service quality and satisfaction also have strong loyalty.
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Omni-channel banking integration quality and perceived value as drivers of consumers’ satisfaction and loyalty
TL;DR: The results reveal that a high quality of omni-channel banking integration increases the PV of the omNI-channel by the customer, and there is also a positive relationship between PV and customer satisfaction, as well as customer loyalty, in the omni -channel banking context.
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.
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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.