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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Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)
TL;DR: In this article, the authors examined how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context.
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Website usability, consumer satisfaction and the intention to use a website: The moderating effect of perceived risk
TL;DR: In this article, the influence of website usability on both consumers' satisfaction and intention to use a website, as well as the impact of satisfaction on usage intentions was analyzed, and the moderating effect that consumer risk perceptions may have on website usability was studied.
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Understanding behavioral intention to use a cloud computing classroom
TL;DR: The united model provided a comprehensive understanding of the factors that significantly affect the college students' BI toward a cloud computing classroom, and exhibited adequate explanatory power.
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Identifying competitive customer value propositions in retailing
TL;DR: In this article, a framework for identifying competitive customer value propositions (CVPs) where four hierarchical key dimensions of customer value (economic, functional, emotional, and symbolic) are first identified and then a CVP is developed on the basis of these value dimensions.
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The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry
Po-Tsang Chen,Hsin-Hui Hu +1 more
TL;DR: In this paper, the authors developed and tested a model investigating how relational benefits enhance perceived value to win customer loyalty and found that relational benefits have direct effect on perceived value and customer loyalty, and indirect effect on loyalty via perceived value.
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.
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.