Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
Reads0
Chats0
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
Citations
More filters
Journal ArticleDOI
Cognitive–affective model of consumer satisfaction. An exploratory study within the framework of a sporting event
TL;DR: In this paper, the authors study the consumer satisfaction process within the framework of a sporting event and reveal two different ways of introducing affect into the cognitive satisfaction model: as a mediator or as an independent factor.
Journal ArticleDOI
Service Quality Attribute Weights: How Do Novice and Longer-Term Customers Construct Service Quality Perceptions?
TL;DR: In this paper, the authors examined the impact of consumption stages on customer perceptions of health care experiences and behavioral intentions across consumption stages, and found that the contribution of attributes to overall service quality differs across novice and longer-term customer cohorts, as does the interrelationship of service quality, satisfaction, and behavioral intention.
Journal ArticleDOI
Key determinants of passenger loyalty in the low-cost airline business
TL;DR: This article conducted surveys at two major British airports of 286 low-cost airline passengers who had experienced service failure and found that service employee self-efficacy diminishes bad service experiences; primarily, however, it boosts passenger satisfaction.
Journal ArticleDOI
Factors affecting the online travel buying decision: a review
TL;DR: In this paper, the authors review the literature on theories affecting consumers' online purchase intention of travel products and explore the theoretical foundation of factors influencing customers' online purchasing intentions in general and in the travel industry specifically.
Journal ArticleDOI
The hong kong tourist satisfaction index
TL;DR: In this paper, a tourist satisfaction assessment system based on a dual-model framework was developed for assessing tourist satisfaction and its key antecedents and consequences in Hong Kong, where structural equation modelling is employed to investigate the relationships among the constructs in the theoretical framework, and is then used as a basis for the computation of sectoral-level tourist satisfaction indexes.
References
More filters
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...
Journal ArticleDOI
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...
Journal ArticleDOI
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.