Tourist behavioural intentions in relation to service quality and customer satisfaction in Kinmen National Park, Taiwan

Purpose The purpose of this paper is to investigate the service quality of full-service restaurants in Vietnam to explore possible factors that may impact customer perception, which subsequently influences customer satisfaction and behavioural intentions. Based on the DINESERV model and service clues, the possible dimensions to construct customer perception were realised, and four key dimensions were suggested. Design/methodology/approach Data were collected from four urban local full-service restaurants in Vietnam, and factor analysis and SEM-PLS were then performed to uncover the relationship between customer perception, satisfaction and behavioural intentions. Findings The results suggest that customer perception significantly influences customer satisfaction and behavioural intentions, and customer satisfaction itself is also found to have influence on behavioural intentions. Originality/value This is an original piece of work which contributes to the exploration of service quality in developing countries and to the incorporation of cleanliness into analyses of restaurant service quality in particular.

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PERCEIVED SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS TOWARDS HOSPITAL IN SABAH

10.35631/ijscol.12003 ◽

2020 ◽

Vol 1 (2) ◽

pp. 21-35

Author(s):

Sidah Idris ◽

Fui Kiun Choong ◽

Rini Suryati Sulong ◽

Oscar Dausin

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Service Providers ◽

Healthcare Providers ◽

Work Environments ◽

Perceived Service Quality ◽

Behavioural Intentions ◽

Health Agencies ◽

Indirect Relationship ◽

The Relationship

The Health system in Malaysia including hospitals, clinics, and community health agencies can be very different from other operational work environments. Healthcare systems are complex and there are many things that need to know about types of hospital operation systems, patient care, insurance, healthcare providers, and legal issues. This study aimed at examining the relationship between perceived service quality, customer satisfaction, and behavioural intentions in the context of the hospital in Sabah, Malaysia. Information from 208 respondents was used through questionnaires for the purposed of statistical data analysis using SmartPLS. The result showed only tangibles and empathy supports behavioural intentions in relation to the retail pharmacy within Malaysia. This study tested relationships of tangibles, assurance, and empathy with customer satisfaction respectively were shown to be significantly positive as well. A positive relationship between customer satisfaction and behavioural intentions was also observed in this study. As for the mediation analysis, the outcome indicated that tangibles, assurance, and empathy respectively have an indirect relationship with behavioural intentions mediated by customer satisfaction. Additional findings also showed that, while the direct effects of empathy on behavioural intentions were significant, the indirect impact was noted to be greater for behavioural intentions in connection with customer satisfaction as mediation. The result also showed that relative to other perceived service quality, empathy has the most impact on customer satisfaction as well as behavioural intentions respectively. The findings from this study significant to this industry which contribute to policymakers, service providers, and other stakeholders.

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An Ordered Regression Model to Predict Transit Passengers’ Behavioural Intentions

Libro de Actas CIT2016. XII Congreso de Ingeniería del Transporte ◽

10.4995/cit2016.2016.3199 ◽

2016 ◽

Author(s):

Carmen Forciniti ◽

Juan De Oña ◽

Rocio De Oña ◽

Laura Eboli ◽

Gabriella Mazzulla

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Regression Models ◽

Probit Model ◽

Service Users ◽

Quality Factors ◽

Behavioural Intentions ◽

Transit Service ◽

Transit Services

Passengers’ behavioural intentions after experiencing transit services can be viewed as signals that show if a customer continues to utilise a company’s service. Users’ behavioural intentions can depend on a series of aspects that are difficult to measure directly. More recently, transit passengers’ behavioural intentions have been just considered together with the concepts of service quality and customer satisfaction. Due to the characteristics of the ways for evaluating passengers’ behavioural intentions, service quality and customer satisfaction, we retain that this kind of issue could be analysed also by applying ordered regression models. This work aims to propose just an ordered probit model for analysing service quality factors that can influence passengers’ behavioural intentions towards the use of transit services. The case study is the LRT of Seville (Spain), where a survey was conducted in order to collect the opinions of the passengers about the existing transit service, and to have a measure of the aspects that can influence the intentions of the users to continue using the transit service in the future.DOI: http://dx.doi.org/10.4995/CIT2016.2016.3199

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Modelling the behavioural intentions of day spa customers

Asia Pacific Journal of Marketing and Logistics ◽

10.1108/apjml-04-2019-0258 ◽

2020 ◽

Vol 32 (8) ◽

pp. 1699-1716

Author(s):

Michael Daniel Clemes ◽

David L. Dean ◽

Thongkern Thitiya

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Switching Costs ◽

Perceived Value ◽

Primary Data ◽

Content Type ◽

Behavioural Intentions ◽

Mediating Role ◽

Modelling Framework ◽

The Relationship

PurposeThis research develops and tests a comprehensive hierarchical model of the behavioural intentions of day spa customers.Design/methodology/approachThe primary data was collected from the customers of 17 day spas throughout Thailand. EFA and SEM were used to analyse the data and test the interrelationships among service quality, customer satisfaction, perceived value, perceived switching costs and behavioural intentions. A third-order conceptualisation of service quality is also included in the modelling framework.FindingsCustomer satisfaction is the key determinant of behavioural intentions. Service quality and perceived value are two important descriptors of customer satisfaction. Service quality is the most important determinant of customer satisfaction, and customer satisfaction is the most significant antecedent of behavioural intentions. Service quality is a significant determinant of perceived value and perceived switching costs. Customer satisfaction plays a partial mediating role on the relationship between service quality and behavioural intentions and between perceived value and behavioural intentions.Originality/valueThere is a conceptual gap in the literature as no published empirical research on the day spa industry has comprehensively modelled the behavioural intentions of day spa customers. The comprehensive hierarchical modelling approach used in this study provides a complete and integrative analysis of the constructs under investigation in a day spa context and closes the research gap.

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