Journal ArticleDOI
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
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
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Determinants of service quality and continuance intention of online services: The case of eTax
TL;DR: In this article, the authors examined the determinants of service quality and continuance intention of online services and empirically tested a model with both service and technology characteristics as the main drivers for service quality.
Journal ArticleDOI
Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines
TL;DR: In this article, the authors explore low cost and full service airline consumers' perception of value for money and service quality, and its influence on behavioural intention in the perspectives of means-end chain theory and price sensitivity theory.
Journal ArticleDOI
Assessing the Effects of Perceived Value and Satisfaction on Customer Loyalty: A ‘Green’ Perspective
TL;DR: In this paper, the authors investigated how consumer value relates to loyalty and price consciousness through consumer satisfaction, and found that perceived social, emotional, and functional values have a significant positive effect on customer satisfaction with respect to green innovation.
Journal ArticleDOI
Online behavioural intentions: an empirical investigation of antecedents and moderators
Mark M.H. Goode,Lloyd C. Harris +1 more
TL;DR: In this article, the antecedents and moderators of online behavioral intentions of online shoppers were investigated and found strong links between a number of hypothesised antecedent and moderating factors and behavioral intentions.
Journal ArticleDOI
Consumer loyalty in sport spectatorship services: The relationships with consumer satisfaction and team identification
TL;DR: In this paper, the authors investigated the possible relationships between the concepts of consumer loyalty (attitudinal and behavioral), satisfaction, and team identification in the context of sport spectatorship and found that consumer transaction-specific satisfaction was the stronger predictor for consumer attitudinal loyalty alongside team identification and the average number of home games attended per year.
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.