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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An empirical research on customer satisfaction study: a consideration of different levels of performance
Yu Cheng Lee,Yu Che Wang,Shu Chiung Lu,Yi Fang Hsieh,Chih Hung Chien,Sang-Bing Tsai,Weiwei Dong +6 more
TL;DR: This paper proposes two satisfaction levels of CSI models for analyzing customer satisfaction and loyalty, thereby helping tourism factory managers improve customer satisfaction effectively and Compared with traditional techniques, this method is more appropriate for making decisions about allocating resources and for assisting managers in establishing appropriate priorities in customer satisfaction management.
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Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction
TL;DR: In this paper, the authors investigated the relationship between service quality, corporate image, satisfaction, and behavioural intentions, using data collected from 404 supermarket customers in China, and found that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase).
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The effect of service interaction orientation on customer satisfaction and behavioral intention: The moderating effect of dining frequency
Rong-Da Liang,Jun-Shu Zhang +1 more
TL;DR: In this paper, the authors investigate the relationship among interaction orientation, customer satisfaction and behavioral intentions across firms in the hospitality industry and find that interaction orientation has positive influences on customer satisfaction in first-time and frequent diners.
Journal ArticleDOI
An Examination Of Tourists Loyalty Towards Medical Tourism In Pattaya, Thailand
TL;DR: In this article, the authors explored the antecedents of tourists' attitudinal loyalty towards medical tourism in Pattaya (a major tourist destination in Thailand) and found that tourists' loyalty was mainly driven by satisfaction, trust, perceived value, destination familiarity, as well as destination image.
Journal ArticleDOI
Consumer – green brand relationships: revisiting benefits, relationship quality and outcomes
TL;DR: In this article, a parsimonious model was developed and tested to test the links among four relational benefits, i.e. confidence, socialization, self-expression, and altruism, and two relational mediators, namely, satisfaction and relationship quality.
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.