Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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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
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Roles of alternative and self-oriented perspectives in the context of the continued use of social network sites
TL;DR: The analysis results of two rounds of surveys for capturing the actual link between intentions and behaviors indicate that regret and self-image congruity can play crucial roles in post-adoption phenomena in the context of SNS.
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Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India
TL;DR: In this article, the authors investigated the effect of health-care service quality (HCSQ) dimensions on patient satisfaction and behavioural intentions in selected corporate hospitals from South India and found that the only HCSQ dimension that directly affects behavioural intention is "empathy".
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The effect of service convenience on post‐purchasing behaviours
TL;DR: Analysis confirms that customer satisfaction is negatively influenced by service convenience, whereas customer loyalty is positively influenced by customer satisfaction.
The effect of airline service quality on passengers' behavioural intentions using servqual scores: a taiwan case study
TL;DR: In this article, a linear structural equations modeling system is applied to incorporate the service quality of airline companies into the passengers' airline choice models to enhance the models' performance and the forecasting ability.
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An Empirical Study of Perceived Factors Affecting Customer Satisfaction to Re-Purchase Intention in Online Stores in China
TL;DR: Wang et al. as mentioned in this paper investigated the perceived factors affecting customer satisfaction to re-purchase intention in e-stores, and found that the importance of customer satisfaction provides more benefits and less risk to repurchase in online stores.
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.