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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The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis
TL;DR: In this paper, the effect of website design quality and service quality on consumers' repurchase intention in the Asian, European, American, and Australian e-commerce industry is examined and analyzed.
Parents` perceived service quality, satisfaction and trust of a childcare center : implication on loyalty
TL;DR: In this article, the authors investigated the impact of parent's perceived service quality on satisfaction and trust in a childcare centre and explored the relationship between satisfaction, trust and loyalty in the childcare centre.
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A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong
TL;DR: In this paper, a hypothesis model is proposed to examine the relationship of various drivers of customer loyalty to full-service carriers and low-cost carriers in the Hong Kong airline industry, and the results confirmed that social media engagement, perceived service quality, and perceived value have an incidental relationship to customer satisfaction.
Journal ArticleDOI
Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting
TL;DR: In this article, the authors present the results of an empirical study on the determinants of customer satisfaction and loyalty in life-insurance services in Vietnam based on a database collected through a questionnaire survey of 1476 customers during 2017.
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Adding clicks to bricks: A study of the consequences on customer loyalty in a service context
TL;DR: This study explores how overall customer loyalty is built as a consequence of the value provided by each channel (offline and online), and analyzes the moderating role of complexity of services used and customers' Internet access in the service value-loyalty link.
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.
Journal ArticleDOI
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.