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The effect of perceived service quality and name familiarity on the service selection decision
Raj Arora,Charles R. Stoner +1 more
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In this paper, the authors investigate the impact of service quality and name familiarity on the respondents' attitudes and intention to use these services and report the findings of an experimental study investigating the impact.Abstract:
Considerable attention has been focussed on the measurement of service quality. In fact, the 1990s has been referred to as the era of customer service. However, little empirical research has been done to demonstrate the impact of service quality on usage decisions. Product (brand or service) name familiarity is another variable that has been recognized as having a major influence on the choice of products (services). Reports the findings of an experimental study investigating the impact of service quality and name familiarity on the respondents’ attitudes and intention to use these services.read more
Citations
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Transaction‐specific satisfaction and overall satisfaction: an empirical analysis
Michael A. Jones,Jaebeom Suh +1 more
TL;DR: In this article, the authors empirically investigated transaction-specific satisfaction, overall satisfaction and repurchase intentions, and found that the two types of satisfaction can be distinguished from one another.
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Service quality perspectives and satisfaction in private banking
TL;DR: In this paper, a study utilizing a sample of international private banking customers is conducted wherein service quality is operationalized via two distinct and well-known measures, SERVQUAL and Technical/Functional Quality, which are subsequently compared and contrasted as to their ability to predict customer satisfaction.
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Examining service experiences and post-consumption evaluations
Debra Ann Grace,Aron O'Cass +1 more
TL;DR: In this article, the authors explored the dimensions of the service brand that influence consumers at time of service consumption and examined post-consumption evaluations, finding that the core service, employee service and servicescape make a significant contribution to the service consumption experience.
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The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process
TL;DR: The analyses have shown that usability plays a special role in the loyalty formation process, and if familiarity increases then perceived usability influences on loyalty not only through its effect on satisfaction, but also in a direct way.
Journal ArticleDOI
Measuring perceived service quality at UAE commercial banks
TL;DR: In this paper, a modified SERVQUAL for measuring service quality in the United Arab Emirates commercial banks was developed. But the instrument had only three dimensions and the difference in significance between the instrument's dimensions.
References
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Book
Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research
Martin Fishbein,Icek Ajzen +1 more
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 Role of Attitude toward the Ad as a Mediator of Advertising Effectiveness: A Test of Competing Explanations:
TL;DR: Attitude toward the ad (Aad) has been postulated to be a causal mediating variable in the process through which advertising influences brand attitudes and purchase intentions in this paper.
Journal ArticleDOI
Competitive Interference Effects in Consumer Memory for Advertising: The Role of Brand Familiarity:
Robert J. Kent,Chris T. Allen +1 more
TL;DR: The authors focus on brand familiarity's role in advertising interference and find that consumers often encounter ads for familiar brands, whereas previous interference studies have used ads for low-familiarity brands.