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.

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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.

Journal of Service Research. Caruana, Albert Service loyalty: The effects of service quality and the mediating role of customer Satisfaction. European Journal of Marketing. Davies, Kelley Sara and Peter Kangis. Service quality for customer retention in the UK steel industry: old dogs and new tricks?. European Business Review.

Fullerton, G. How commitment both enables and undermines marketing relationships. Ghozali, I. Semarang: Badan Penerbit Universitas Diponegoro. Gustafsson, A. The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing. Hair, J. Black, B. Babin, R. Multivariate Data Analysis, 6 Ed. New Jersey: Prentice Hall.

Han, Xiaoyun Cornell University School of Hotel Administration. Hasan, Ali. Marketing dan Kasus-Kasus Pilihan. Hume, Margee Exploring repurchase intention in a performing arts context: who comes? And why do they come back?. Izogo, Ernest Emeka. Customer loyalty in telecom service sector: the role of service quality and customer commitment. The TQM Journal.

Karin, A. Service quality and customer retention: building long-term relationships. The impact of perceived value dimension on satisfaction and behaviour intention: Young adult consumers in the banking industry.

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Parasuraman, A. A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. Ranaweera, C. Some moderating effects on the service quality-customer retention link. Sahadev, Manoj Edward Sunil. Sharma, Neeru and Paul G. International Journal of Service Industry Management.

Suardika, Gede Pasek. Kita semua Dauh Tukad. Submit Your Article. Aim and Scope. Scopus Tittle Evaluation Tracking. User Username Password Remember me. Article Tools Print this article. Indexing metadata. How to cite item. Email this article Login required.

Email the author Login required. Information for Author. Online Submissions. Author Guidelines. Download Template. Mendeley Tutorial. Visitor Statistic. Notifications View Subscribe. Abstract The culinary business is faced with high competition to keep their customers, these conditions cause Javanese Restaurant expected to create customer retention through service quality.

Therefore, this study aims to determine the relation of service quality, commitment, and satisfaction on customer retention and the effect of commitment and satisfaction as a mediator of service quality on customer retention. The analysis is based on respondents who were customers of Javanese Restaurant in Kuta Utara Bali through a survey questionnaire.

The result of the research indicates that service quality and commitment have no significant effect on customer retention while other variables have a significant effect. The effect of customer satisfaction fully mediates on the relationship of service quality on customer retention.

This study contributes to a restaurant to combine strategies of improving service quality, commitment, and customer satisfaction, so that customer retention is realized through repeat purchases. Keywords Commitment; satisfaction; service quality; customer retention. Full Text: PDF. References Allen, N. Cooper, R.

D and Emory W. Business Research Methods 5th ed. London: Richard Irwin, Inc. Kotler, Philip dan Armstrong. Principles of Marketing. New Jersey: Prentice Hall Inc. Remember me.

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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.

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. Further, PV was found to have a substantial influence on customer satisfaction and CL. The study provides a better understanding of the price—value—satisfaction—loyalty relationships in the restaurant context in a more holistic sense and recommendations to move this research stream forward.

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Nowadays, the internet has become a suitable platform for the trade of products and services. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store. Online merchants need to find ways to keep trusting customers satisfied and loyal.


  • Nuriya L. 22.11.2020 at 02:33

    Request PDF | Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model | The present study examines the.

  • Thatguy321 23.11.2020 at 00:31

    An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and.

  • Christian P. 23.11.2020 at 14:20

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