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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A review of twenty years of SERVQUAL research
TL;DR: A review of the SERVQUAL scale for measuring service quality can be found in this paper, where the authors identify and summarize numerous theoretical and empirical criticisms of the scale and conclude that despite these criticisms, the scale remains a useful instrument for service quality research.
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Behavioral intentions of public transit passengers--The roles of service quality, perceived value, satisfaction and involvement
Wen Tai Lai,Ching Fu Chen +1 more
TL;DR: In this paper, the importance of the involvement of public transit services in passenger behavioral intentions was highlighted and the structural equation modeling technique was applied to analyze the conceptualized relationship model. And the findings reveal that all causal relationships are statistically significant.
Journal ArticleDOI
CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction
TL;DR: In this article, a model of influence of corporate social responsibility on hotel customer loyalty by simultaneously including trust, customer identification with the company and satisfaction as mediators is presented, showing the direct and indirect effects among these constructs.
Journal ArticleDOI
A Hierarchical Model of Health Service Quality: Scale Development and Investigation of an Integrated Model
TL;DR: In this article, the authors developed and empirically validated a multidimensional hierarchical scale for measuring health service quality and investigated the scale's ability to predict important service outcomes, namely, service satisfaction and behavioral intentions.
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Customer Orientation: Effects on Customer Service Perceptions and Outcome Behaviors
TL;DR: In this article, the authors investigated the effect of being customer oriented on service performance perceptions and outcome behaviors, focusing on identifying the influence that being perceived as customer oriented can have on performance perception and behavior.
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.