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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Measuring customer value in online collaborative trip planning processes
TL;DR: In this article, the authors analyse the role and functionality of geocollaborative portals in assisting collaborative trip planning processes and then they seek to develop and test a model for measuring the multi-dimensionalality of customer value perceived by system users.
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Understanding the role of satisfaction in the formation of perceived switching value
TL;DR: Data collected from 237 smartphone users confirm proposed hypotheses that the level of satisfaction determines the importance of benefits and costs in switching value determination.
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An omnichannel approach to retailing: demystifying and identifying the factors influencing an omnichannel experience
TL;DR: In this article, the authors identify the factors that influence an omnichannel experience and propose a method to identify the most important factors that can influence the experience of a customer in order to adapt to the changing nature of how custom items are ordered.
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Student satisfaction and loyalty in Denmark: Application of EPSI methodology
Tina Shahsavar,Frantisek Sudzina +1 more
TL;DR: Results verify the significance of antecedents in students’ satisfaction and loyalty at Danish universities; the university image and student satisfaction are the antecedent of student loyalty with a significant direct effect.
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Tourists’ Satisfaction with a Destination: An Investigation on Visitors to Langkawi Island
TL;DR: This paper investigated the antecedents of tourist satisfaction in Langkawi island and found that tourist expectations, perceived quality, destination image, cost and risks, and perceived value were the most important factors for tourist 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.