Drivers of customer behavioral intentions and the relationship with service quality in specific industry contexts

2021 ◽  
pp. 1-16
Author(s):  
Cláudia Miranda Veloso ◽  
Bruno Barbosa Sousa
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
The Relationship

The mediating role of passenger satisfaction on the relationship between service quality and behavioral intentions of low-cost carriers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Hsiu-Fen Lin
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Low Cost ◽  
Group Analysis ◽  
Equation Modeling ◽  
Research Model ◽  
Content Type ◽  
Passenger Satisfaction ◽  
Low Cost Carriers ◽  
The Relationship

PurposeBy extending the existing service quality dimensions and reflecting the low-cost carriers (LCCs) context, the purpose ot this study aims to develop the research model to examine whether passenger satisfaction mediates the relationship between service quality and behavioral intentions of LCCs across low- and high-experience passengers.Design/methodology/approachData collected from 320 passengers (180 for low-experience passengers and 140 for high-experience passengers) to test the research model. The partial least square structural equation modeling approach was used to perform the path modeling and multi-group analysis.FindingsThe results confirm that passenger satisfaction mediates the relationship between four service quality constructs (tangible features, service reliability, quality of personnel and online ticketing service) and behavioral intentions (repurchase and recommendation intentions) for both low- and high-experience passengers. However, convenient flight schedule has a significant influence on passenger satisfaction only for low-experience passengers.Practical implicationsThe results of multi-group analysis indicated that passenger satisfaction exerts stronger effect on recommendation intentions for low-experience passengers. LCCs managers' priority should be placed on providing satisfying service experiences to less experienced passengers. Improved passenger satisfaction through superior service quality motivates low-experience passengers to recommend LCCs, thus increasing the positive word-of-mouth promotion.Originality/valueTheoretically, this study is first considering both low- and high-experience LCCs passenger perceptions to examine how passenger satisfaction mediates the relationship between service quality and post-purchase intentions. From the managerial perspective, the findings can provide useful management insights into developing multi-faceted strategies that allow LCCs firms to restore passenger confidence and retain their repurchase intentions.

Understanding the relationship of self-service technology quality with user adoption using SSTQUAL

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Manimay Ghosh
Keyword(s):  
Service Quality ◽  
Empirical Research ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Equation Modeling ◽  
Content Type ◽  
Self Service ◽  
Self Service Technology ◽  
Relationship Of ◽  
The Relationship

PurposeThe study aimed to examine the antecedents to self-service technology (SST) adoption behavior and the relationships between the constructs using empirical research.Design/methodology/approachBased on synthesis of the extant literature, a model was hypothesized, hypotheses were framed. Field data collected were analyzed using structural equation modeling.FindingsFew interesting findings were noted in this research. First, SST service quality had a direct positive linkage with perceived value, but no linkage with e-satisfaction. Second, strong positive linkage existed between perceived value and e-satisfaction. Therefore, the connection between SST service quality and satisfaction was completely mediated by perceived value. Third, no relationship existed between perceived value and behavioral intentions, but a direct positive relationship existed between e-satisfaction and behavioral intentions. Thus, the relationship of perceived value with behavioral intentions was fully mediated by e-satisfaction. Fourth, no direct connection was found between SST service quality and behavioral intentions. Rather, the connection was fully mediated by perceived value and e-satisfaction. Fifth, direct positive association was found between behavioral intentions and actual adoption of SST.Research limitations/implicationsThis empirical research was conducted primarily on the young population.Practical implicationsThe study will benefit managers in making better decisions on how to make SST work successfully for their organizations.Originality/valueFirst, this research further refined the SST adoption process of a customer, thus making a meaningful contribution to the literature on SST. Second, the research validated SSTQUAL scale in a different geographical setting.

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.

Predicting visitors’ satisfaction and behavioral intentions from service quality in the context of a small-scale outdoor sport event

2014 ◽  
Vol 5 (1) ◽  
pp. 4-21 ◽  
Author(s):  
George Tzetzis ◽  
Kostantinos Alexandris ◽  
Sophia Kapsampeli
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Small Scale ◽  
Quality Model ◽  
Sport Event ◽  
Content Type ◽  
Confirmatory Factor ◽  
Quality Dimensions ◽  
Sport Events ◽  
The Relationship

Purpose – The purpose of this paper is to test if the service quality model, proposed by Shonk and Chelladurai (2008), can be applied in the context of a small-scale sport event. Design/methodology/approach – This model proposes the following dimensions: access quality, venue quality and contest quality. Furthermore the study aimed to test if satisfaction acts as a mediator of the relationships between service quality and behavioral intentions. Findings – The confirmatory factor analysis (CFA) provided support for the factorial validity of the service quality model. The psychometric properties of all the scales were satisfactory. In terms of the mediation analysis the results provided partially support for the hypotheses. Satisfaction fully mediated the relationship between access, venue quality and intention and partially mediated the relationship between contest quality and intentions. Furthermore, satisfaction partially mediated all the relationships between the quality dimensions and word-of-mouth communications. The theoretical and practical implications of these results are discussed. Originality/value – This paper fulfils a need to develop a service quality model and its influence for visitors’ satisfaction and behavioral intentions at small-scale sport events.

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