Open AccessJournal Article
Linking perceived quality and customer satisfaction to store traffic and revenue growth
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TLDR
Results suggest that both service and merchandise quality exert significant influence on store performance, measured by sales growth and customer growth, and their impact is mediated by customer satisfaction.About:
This article is published in Quality Engineering.The article was published on 2005-01-01 and is currently open access. It has received 259 citations till now. The article focuses on the topics: Customer satisfaction.read more
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Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China
TL;DR: It is confirmed that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM and that age, gender, and usage time have moderating effects.
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The impact of employee satisfaction on quality and profitability in high-contact service industries
TL;DR: In this paper, the authors investigated the impact of employee satisfaction on operational performance in high-contact service industries based on an empirical study of 206 service shops in Hong Kong, examined the hypothesized relationships among employee satisfaction, service quality, customer satisfaction, and firm profitability using structural equations modeling, and found that employee satisfaction is significantly related to service quality and to customer satisfaction.
Posted Content
Information Technology and Firm Profitability: Mechanisms and Empirical Evidence
TL;DR: The empirical evidence, derived using archival data from 1998 to 2003 for more than 400 global firms, suggests that IT has a positive impact on profitability, and the effect of IT investments on sales and profitability is higher than that of other discretionary investments, such as advertising and R&D.
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Customer equity drivers and future sales
TL;DR: In this article, the authors investigate the effects of customer perceptions of key marketing actions on customer attitudes and actual customer behavior as reflected by future sales, and they find that customers perceptions of value, brand, and relationship affect loyalty intentions and future sales.
Journal ArticleDOI
Satisfaction with mobile services in Canada: An empirical investigation
Ofir Turel,Alexander Serenko +1 more
TL;DR: In this paper, the antecedents of customer satisfaction and loyalty through an empirical investigation of 210 young adult cellular subscribers in Canada by adapting the American Customer Satisfaction Model was calculated.
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...
Journal ArticleDOI
Coefficient alpha and the internal structure of tests.
TL;DR: In this paper, a general formula (α) of which a special case is the Kuder-Richardson coefficient of equivalence is shown to be the mean of all split-half coefficients resulting from different splittings of a test, therefore an estimate of the correlation between two random samples of items from a universe of items like those in the test.
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
The behavioral consequences of service quality
TL;DR: In this article, the authors show that service quality relates to retention of customers at the aggregate level, as other research has indicated, and evidence of its impact on customers' behavioral responses should be detectable.
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