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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Customer satisfaction and loyalty analysis with classification algorithms and Structural Equation Modeling
TL;DR: A customer and criteria grouping method is created with high performance classification methods and good fit structural models and results are evaluated for developing a customer strategy improvement tool considering method outcomes.
Journal ArticleDOI
Mobile communications: a comprehensive hierarchical modelling approach
TL;DR: In this paper, the authors developed and tested a comprehensive hierarchical model of six important marketing constructs such as service quality, customer perceived value, customer satisfaction, perceived switching costs, corporate image, and customer loyalty.
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Destination Satisfaction and Revisit Intention of Tourists: Does the Quality of Airport Services Matter?
Boopen Seetanah,Boopen Seetanah,Viraiyen Teeroovengadum,Viraiyen Teeroovengadum,Robin Nunkoo,Robin Nunkoo,Robin Nunkoo +6 more
TL;DR: In this article, the authors focus on the link between tourists' satisfaction with the quality of airport services at a destination and their intention to visit it again and study the influence of tourists' overall satisfaction with airport services.
Journal ArticleDOI
CSR and consumer behavioral responses: the role of customer-company identification
TL;DR: In this paper, the influence of perceived CSR and its influence on customer satisfaction and loyalty in the hotel industry is examined, and the authors suggest that hotel managers should invest more in socially responsible initiatives since consumers tend to support those firms that are perceived as socially responsible by developing a sense of loyalty towards them.
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Are You Still with Us? A Study of the Post-Adoption Determinants of Sustained Use of Mobile-Banking Services
TL;DR: The present research examines the extent of mobile banking service usage of 370 Korean mobile-baking users in the post-adoption stage and indicates that perceived usability, channel preference, and perceived value are three major determinants of sustained mobile banking use.
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.