Assessing the Relationship among Service Quality, Customer Satisfaction and Behavioral Intentions in Online Shopping Environments

2011 ◽  
Author(s):  
Jing He ◽  
Yun Bai
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Online Shopping ◽  
Shopping Environments ◽  
The Relationship

scholarly journals An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia

2021 ◽  
Vol 9 (4) ◽  
pp. 321-330
Author(s):  
Risanty Risanty ◽  
Sambas Ade Kesuma ◽  
Juwita Agustrisna ◽  
May Hana Bilqis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Cross Sectional Study ◽  
Survey Method ◽  
Sectional Study ◽  
Cross Sectional ◽  
Postgraduate Students ◽  
Excellent Service ◽  
The Relationship

The main purpose of this study is to examine the relationship between service quality and online shopping customer satisfaction in Indonesia. This study is a quantitative and cross-sectional study with a survey method. This study's online shopping customers consist of undergraduate and postgraduate students in the Accounting Department of Universitas Sumatera Utara. The study used Likert scale questionnaires distributed to 400 respondents, and 295 questionnaires were obtained for data analysis. The study found that service quality has a positive and significant relationship with customer satisfaction. The study reveals that the elevation of excellent service quality on online shopping is the best solution for online shopping vendors to obtain customer satisfaction.

A Conceptual Model of Customer Behavioral Intentions: Moderating Effects of Switching Barriers and Social Ties

2013 ◽  
Vol 64 (3) ◽  
Author(s):  
Norazryana Mat Dawi ◽  
Ahmad Jusoh ◽  
Khalil Md Nor
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Service Provider ◽  
Behavioral Intentions ◽  
Social Ties ◽  
Customer Behavior ◽  
Customer Relationship ◽  
Main Research ◽  
Switching Barriers ◽  
The Relationship

Service quality and customer satisfaction are believed to affect customer behavior. On that basis, research related to service quality and customer satisfaction whether in manufacturing or services sector continued to gain great attention among social science researchers and academicians. One of the main research focus in marketing field is  to get a better understanding in the dynamic relationship between service quality and customer satisfaction and their impact on customer behavior. The effect of switching barriers imposed by service provider to the relationship between customer satisfaction and customer behavioral intentions has received a considerable attention but it is still in the matter of debate. Review of the literature showed a little research has been done to measure the effect of social switching barrier as a result from interaction between customers who share same service. This paper proposed a conceptual framework which explained how the concept of switching barriers and social ties moderating the relationship between customer satisfaction and customer’s behavioral intentions in a pay TV setting. The findings of this article would provide important implications to the service provider. More importantly, based on the obtained results, service provider can enhance performance by improving the current strategies on customer relationship management.

scholarly journals The Moderating Effect of Involvement in the Relationship Between Customer Behavioral Intentions and Its Antecedents

SAGE Open ◽  
2021 ◽  
Vol 11 (2) ◽  
pp. 215824402110144
Author(s):  
Ersin Eskiler ◽  
Remzi Altunışık
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Moderating Effect ◽  
Equation Modeling ◽  
High Involvement ◽  
Marketing Service ◽  
The Relationship

Future trends in customers’ postpurchasing habits and the identification of the structures that affect the formation of these trends are key determinants of long-term financial performance and competitive advantage for businesses. In the field of marketing, service quality, perceived value and customer satisfaction, and the relationship between these structures are the main factors for the determination of customer loyalty. However, empirical findings have proven to be inadequate in revealing relationships between related structures in low- and high-involvement levels of consumer groups. Therefore, the aim of this study was to examine the moderating effect of involvement in the relationship between the behavioral intentions of members of a sports-fitness center and their antecedents. For the research, face-to-face questionnaires were administered to 842 subjects who had been selected by convenience sampling performed at sports and fitness centers operating in Istanbul, and the collected data were analyzed using the structural equation modeling technique. Our results showed that there were differences in the effects of service quality, perceived value, and customer satisfaction on behavioral intentions among consumer groups in terms of low- or high-involvement levels. This article discussed the theoretical and managerial effects of the obtained results.

scholarly journals ANALISA PENGARUH SERVICE QUALITY TERHADAP BEHAVIORAL INTENTIONS DENGAN PERCEIVED VALUE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PENDIDIKAN TINGGI

2018 ◽  
Vol 12 (2) ◽  
pp. 84-93
Author(s):  
Trixie Nova Bella Tandijaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
School Level ◽  
Education Students ◽  
University Level ◽  
The University ◽  
The Relationship

The importance of maintaining the quality of education of a country, making education in Indonesia also continues to make improvements both from the Elementary School level to the University level. At the University level alone, there is increasing competition between the State and Private Universities to produce more and more qualified graduates. So many universities are starting to think of strategies to win the competition. One of them by maintaining the Service Quality they provide. This study aims to determine the effect of Service Quality on Behavioral Intention or the tendency to behave, with perceived value and customer satisfaction as intervening variable high education students 2012-2016. The results of this study indicate that service quality has a positive and significant influence on perceived value and behavioral intentions, perceived value positively and significantly influence customer satisfaction and behavioral intentions, and customer satisfaction positively and significantly influence behavioral intentions. The results of this study also show that perceived value and customer satisfaction as intervening variables do not successfully mediate the relationship between service quality and behavioral intentions

Perceptions of fine dining restaurants in Pakistan

2018 ◽  
Vol 35 (3) ◽  
pp. 635-655 ◽  
Author(s):  
Mariam Shahzadi ◽  
Shahab Alam Malik ◽  
Mansoor Ahmad ◽  
Asma Shabbir
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Gap Analysis ◽  
Quality Attributes ◽  
Analysis Model ◽  
Fair Price ◽  
Content Type ◽  
And Performance ◽  
The Relationship

Purpose The purpose of this paper is to explore the relationship between restaurant key attributes, customer satisfaction and behavioral intentions. The mediating role of customer satisfaction is assessed between restaurants’ key attributes of service quality and behavioral intentions. Design/methodology/approach Data were collected from a sample of 296 customers dining in the fine dining restaurants of Pakistan through a self-administered questionnaire. The data were then analyzed through regression analysis and gap analysis. Model fitness was checked in SPSS AMOS through CFA. Findings The findings suggest that the key restaurant attributes have a significant positive effect on behavioral intentions. Customer satisfaction partially mediates the relationship between key restaurant attributes and behavioral intentions. The findings also suggest that there is a significant gap between the perceptions of customers regarding the importance and performance of key restaurant attributes. Practical implications The result indicates that food taste and environmental cleanliness are the cornerstones of fine dining restaurants’ success in Pakistan and are among the strongest predictor of customer satisfaction and behavioral intentions; while improvement efforts should be made in four key areas, i.e., healthy food option, food freshness, food safety and fair price. Originality/value No comparative study has been directed in fine dining restaurants of Pakistan with respect to the key restaurants attributes, i.e., food quality attributes, service quality attributes, atmospheric quality attributes, and other attributes which have been analyzed in the current study. This research was conducted to investigate the perceptions of customers toward the fine dining restaurants of Pakistan to measure the key restaurants’ attributes that influence customers’ satisfaction and their post-dining behavioral intentions. This study will facilitate restaurants’ managers to understand the stronger and as well as the weaker aspects of service quality and permit them to investigate the factors which contribute toward customers’ satisfaction and their post-dining behavioral intentions in order to build and maintain long-term relationship between restaurants and customers.

scholarly journals The relationship between quality, service value, customer satisfaction and behavioral intentions: A case study in mobile banking in Ho Chi Minh City

2019 ◽  
Vol 2 (3) ◽  
pp. 59-70
Author(s):  
Do Thi Thanh Tram ◽  
Nguyen Khanh Duy
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Customer Value ◽  
Theoretical Models ◽  
Ho Chi Minh City ◽  
Mobile Banking ◽  
Network Quality ◽  
The Relationship

Based on theoretical models of Cornin et al. (1999, 2000) and Wang et al. (2004), this study attempts to examine whether customer value is an intermediary factor that affects service quality, customer satisfaction and behavioral intentions. The research was conducted on a sample of 194 consumers in Ho Chi Minh City. Scales of the research was developed through Cronbach’s alpha test, exploratory factor analysis (EFA). Path Analysis pointed out that customer value is an intermediary factor in cause and effect relationship between the factors of service quality, customer satisfaction and behavioral intentions. This was due to the fact that improved satisfaction leads to positive behavior (Cornin et al., 1999, 2000). Besides, the research also found that network quality, tangible have a significant impact on customer value and customer satisfaction. It is undeniable that service suppliers should improve those factors in order to satisfy customer.

scholarly journals Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction

ETIKONOMI ◽  
2017 ◽  
Vol 16 (2) ◽  
pp. 125-144
Author(s):  
Azman Ismail ◽  
Ilyani Ranian Rose ◽  
Rabaah Tudin ◽  
Norazryana Mat Dawi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Model Analysis ◽  
Mediating Effect ◽  
Path Model ◽  
Survey Method ◽  
Army Medical ◽  
The Relationship

This study was undertaken to measure the relationship between service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organizations in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between service qualities features (tangible, reliability, responsiveness, assurance and empathy) with customer satisfaction were positively and significantly correlated with behavioral intentions. This result demonstrates that effect of tangible, reliability, responsiveness, assurance and empathy on behavioral intentions was mediated by customer satisfaction.DOI: 10.15408/etk.v16i2.5537

Sign in / Sign up

Export Citation Format

Share Document