customer satisfaction service quality and perceived value an integrative model pdf

Customer satisfaction service quality and perceived value an integrative model pdf

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Allen, N. The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology. Anggraini, Ika Novita. Bansal, H. The service provider switching model SPSM : a model of consumer switching behavior in the service industry.

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The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer satisfaction and customer loyalty CL in the restaurant industry. Based on an extensive literature review, a research model and questionnaire were designed. To assess the hypothesised relationships, data were collected in a field survey. Partial least squares regression a variance-based regression analysis of SEM was selected to analyse the relationships within the research model. The findings of this study indicate that the perceived monetary sacrifice PMS and perceived service quality were found to be antecedents of perceived value PV , whereas PMS was the major precursor of PV.

Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on customer value and customer satisfaction up to now and the moderating role of customer value in the relationship between service quality and customer satisfaction has been neglected. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry. In this paper, much attention is paid to the measurement model of service quality in China's mobile communication market based on the well-known SERVQUAL model, but with reasonable modification on the basis of focus group discussions and expert opinions to reflect the specific industry attributes and the special culture of China. By taking a disaggregated approach, the key drivers of service quality, customer value and customer satisfaction are first identified and the impact of customer perceived sacrifice on customer value is emphasized. Then attention is given to the systematic study of the dynamic relationships among them, especially the moderating effect of customer value on the relationship between service quality and customer satisfaction, which is followed by the examination of their influences on behavior intentions of customers.

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Online buying activity is increased along with the increased of internet-based information technology. This gives benefit to online businessman and businesswoman. However, the efforts which should be given are harder than before because of the increasing of online criminality which happened in Indonesia. The objective of this study generally is to reveal the antecedents of online repurchase intention in Indonesia. This study is using respondents who have experience in online purchasing at least one times before. Visual Partial Least Square is used to examine the relationship between constructs.


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