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The roles of service quality and mediating factors in a customer behavioural intentions model

The roles of service quality and mediating factors in a customer behavioural intentions model The purpose of this study is to examine an integrated model of behavioural intentions containing six widely considered constructs (service quality, service value, customer satisfaction, trust, commitment and behavioural intentions) in relationship marketing and service literature and test the direct and indirect effects of service quality on behavioural intentions. Structural equation modelling was applied to the data collected by intercept interview from 301 participants selected by quasi-systematic sampling. The proposed model exhibits reasonable fit with the data and the results of the tests indicate that service quality indirectly and strongly affects customers' behavioural intentions in this model. In addition, the effects of service quality on behavioural intentions are significantly mediated by the paths formed by service value, customer satisfaction, trust and commitment. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Services Operations and Informatics Inderscience Publishers

The roles of service quality and mediating factors in a customer behavioural intentions model

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd. All rights reserved
ISSN
1741-539X
eISSN
1741-5403
Publisher site
See Article on Publisher Site

Abstract

The purpose of this study is to examine an integrated model of behavioural intentions containing six widely considered constructs (service quality, service value, customer satisfaction, trust, commitment and behavioural intentions) in relationship marketing and service literature and test the direct and indirect effects of service quality on behavioural intentions. Structural equation modelling was applied to the data collected by intercept interview from 301 participants selected by quasi-systematic sampling. The proposed model exhibits reasonable fit with the data and the results of the tests indicate that service quality indirectly and strongly affects customers' behavioural intentions in this model. In addition, the effects of service quality on behavioural intentions are significantly mediated by the paths formed by service value, customer satisfaction, trust and commitment.

Journal

International Journal of Services Operations and InformaticsInderscience Publishers

Published: Jan 1, 2006

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