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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Proceedings Article
The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance
TL;DR: In this paper, the authors report on a study that attempts to expand the set of post-adoption beliefs in the expectation-confirmation model (ECM) in order to extend the application of the ECM beyond an instrumental focus.
Journal ArticleDOI
Tourist Word of Mouth and Revisit Intentions to Rural Tourism Destinations: a Case of North Dakota, USA
TL;DR: In this paper, the authors investigated visitors' perceptions of destination image, value and satisfaction and those variables' relationship with future behaviors, with a specific focus on their intent to return and make recommendations to others.
Journal ArticleDOI
Dimensions of price satisfaction: a study in the retail banking industry
TL;DR: In this paper, the authors explored the dimensionality of price satisfaction and found that price satisfaction is composed of several dimensions (price transparency, price quality ratio, relative price, price confidence, price reliability, and price fairness).
Journal ArticleDOI
Service quality, perceived value, corporate image, and customer loyalty in the context of varying levels of switching costs
TL;DR: In this paper, the authors find support for a contingency model involving customer-perceived value, corporate image, and switching costs in influencing a customer's decision to stay with a service provider.
Journal ArticleDOI
Examining the impact of service quality: A meta-analysis of empirical evidence
TL;DR: In this article, the authors combine meta-analysis with structural equation modeling to examine the impact of service quality (SQ) on customer satisfaction (CS), attitudinal loyalty (AL), and purchase intention (PI).
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...
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.