The Effect of Perceived Service Quality on Behavioral Intentions in the Context of Airline

2018 ◽  
Vol 2 (1) ◽  
pp. 7-12
Author(s):  
Kyungwan Kang ◽  
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Service Quality

The effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions in gaming establishments

2014 ◽  
Vol 26 (4) ◽  
pp. 540-565 ◽  
Author(s):  
Hung-Che Wu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Corporate Image ◽  
Gaming Industry ◽  
Content Type ◽  
Perceived Service Quality ◽  
Multi Level ◽  
Main Determinants

Purpose – The purpose of this paper is to identify the dimensions of service quality and examining the interrelationships among behavioral intentions, customer satisfaction, perceived value, corporate image and service quality in the gaming industry. A multi-level and hierarchical model is used as a framework to synthesize the effects of customer satisfaction, perceived value, corporate image and service quality on behavioral intentions of customers in the gaming industry. Design/methodology/approach – The data used in this study were based on a sample of 470 at a newly built casino in Macau. Data were analyzed using exploratory factor analysis and regression analysis. Findings – The findings support using a multi-level model consisting of three primary dimensions and ten sub-dimensions to conceptualize and measure perceived service quality. Perceived service quality significantly influences perceived value and corporate image, respectively. In addition, perceived value and corporate image are main determinants of customer satisfaction. Also, customer satisfaction and corporate image significantly affect behavioral intentions. Originality/value – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting.

The relationships between the factors affecting perceived service quality, satisfaction and behavioral intentions among theme park visitors

2016 ◽  
Vol 18 (4) ◽  
pp. 415-428 ◽  
Author(s):  
İlke Başarangil
Keyword(s):  
Service Quality ◽  
Significant Relationship ◽  
Behavioral Intentions ◽  
Theme Park ◽  
Factors Affecting ◽  
Perceived Service Quality ◽  
Model Study ◽  
Study Results ◽  
The One ◽  
Experiential Quality

Theme parks have many contributions to their destination, local and regional economies, tourism, etc. If they meet the changing demands of theme park visitors, more satisfied and revisiting visitors are acquired. This study attempted to determine the dimensions that influence theme park visitors’ perceived service quality, satisfaction and behavioral intentions. In this context, this study aims to analyze the dimensions of servicescape and experiential quality and determine the influence of these dimensions on visitors’ service quality perception, satisfaction and behavioral intentions. The data of this study were collected through a questionnaire applied to 301 visitors of a theme park operating in the city of Istanbul. Descriptive statistics and the factor analysis were used for analyzing the data obtained, and path analysis was utilized for testing of the theoretical model. Study results revealed that “communicative staging” was the variable which best represented the dimension of servicescape, while “surprise” was the variable which best represented the dimension of Experiential Quality. There is also a significant relationship between the dimensions of “servicescape” and “experiential quality”, on the one hand, and “perceived service quality”, on the other. Finally, a significant relationship was found among “perceived service quality”, “satisfaction” and “behavioral intentions”. In general, this study contributes to the managers of the tourism and leisure industries.

Assessing tourist behavioral intentions through perceived service quality and customer satisfaction

2007 ◽  
Vol 60 (2) ◽  
pp. 153-160 ◽  
Author(s):  
María Elisa Alén González ◽  
Lorenzo Rodríguez Comesaña ◽  
José Antonio Fraiz Brea
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intentions ◽  
Perceived Service Quality

The role of trust in cruise passenger behavioral intentions

2014 ◽  
Vol 52 (8) ◽  
pp. 1346-1367 ◽  
Author(s):  
Santiago Forgas-Coll ◽  
Ramon Palau-Saumell ◽  
Javier Sánchez-García ◽  
Eva María Caplliure-Giner
Keyword(s):  
Service Quality ◽  
Financial Management ◽  
Behavioral Intentions ◽  
Structural Equation Models ◽  
Group Analysis ◽  
Moderator Effect ◽  
Content Type ◽  
Perceived Service Quality ◽  
Cruise Line ◽  
Cruise Lines

Purpose – The purpose of this paper is to develop and test a framework to investigate the relationship between perceived value, satisfaction, trust and behavioral intentions and the moderator effect of the cruise line on cruise passengers’ perceptions. Design/methodology/approach – A structural model was developed. In order to verify the hypotheses, a total of 729 cruise passengers were sampled. The study of the data used structural equation models by means of a multi-group analysis. Findings – The results of this study suggest significant paths to increase behavioral intentions: perceived service quality? satisfaction? trust?. In addition, it has been proved that the cruise line moderates the relationships between constructs in most of the relationships in the two cruise lines analyzed. Practical implications – The differences in the relationships of perceived service quality with overall satisfaction, trust and behavioral intentions suggest that one of the cruise lines analyzed ought to make decisions to improve the installations and the services on board the ships. These decisions involve substantial investments which affect, as well as the marketing management regarding the design of the product, the financial management and also the CEO. Originality/value – Unlike earlier studies of cruise tourism carried out in Caribbean and Asian destinations, this study empirically tested a model of the formation of behavioral intentions which incorporates trust as a mediator variable between satisfaction and behavioral intentions and between perceived service quality and behavioral intentions in the Mediterranean. Also tests the moderator effect exercised by the cruise line on the consumers’ perception on the way to behavioral intentions.

Examining the Role of Perceived Service Quality in Predicting User Satisfaction and Behavioral Intentions in a Campus Recreation Setting

2006 ◽  
Vol 30 (1) ◽  
pp. 20-29 ◽  
Author(s):  
Robert W. Osman ◽  
Shu Tian Cole ◽  
C. Randal Vessell
Keyword(s):  
Service Quality ◽  
User Satisfaction ◽  
Behavioral Intentions ◽  
Alternative Methods ◽  
Campus Recreation ◽  
Service Levels ◽  
Perceived Service Quality ◽  
Recreation Centers ◽  
Levels Of Service ◽  
Positive Word Of Mouth

Since participant numbers are no longer sufficient to assess the success of campus recreation centers, alternative methods such as students' perceived quality of service, levels of satisfaction, and their intentions to reuse and recommend the programs and facilities were investigated. This study examined the impacts of three service quality dimensions, i.e., ambiance of the facility, operations quality and staff competency, and user satisfaction and behavioral intentions. Two hundred and forty-nine student users of a campus recreation center were surveyed. Participants reported relatively high levels of service quality perceptions, satisfaction, and intentions to re-use and recommend the center. Results reaffirmed the significant contribution of service quality to user satisfaction. However, improved staff competency and user satisfaction did not increase users' intentions to use the center again. Users' overall satisfaction, along with operations quality, explained 25% of the variance in users' intentions to recommend the center to others. Findings suggest management personnel of campus recreation centers should focus on improving service quality, which in turn will increase users' satisfaction levels with the center, and ultimately, will lead to positive word-of-mouth. Future studies should recognize the unique characteristics of campus recreation center clientele so that factors influencing users' intentions to re-use the campus recreation center can be identified.

A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

1993 ◽  
Vol 30 (1) ◽  
pp. 7-27 ◽  
Author(s):  
William Boulding ◽  
Ajay Kalra ◽  
Richard Staelin ◽  
Valarie A. Zeithaml
Keyword(s):  
Service Quality ◽  
Behavioral Intentions ◽  
Process Model ◽  
Service Encounter ◽  
Service Delivery System ◽  
Perceived Service Quality ◽  
Quality Perceptions ◽  
Different Types ◽  
Quality Dimensions ◽  
Opposing Effects

Relying on a Bayesian-like framework, the authors develop a behavioral process model of perceived service quality. Perceptions of the dimensions of service quality are viewed to be a function of a customer's prior expectations of what will and what should transpire during a service encounter, as well as the customer's most recent contact with the service delivery system. These perceptions of quality dimensions form the basis for a person's overall quality perception, which in turn predicts the person's intended behaviors. The authors first test this model with data from a longitudinal laboratory experiment. Then they develop a method for estimating the model with one-time survey data, and reestimate the model using such data collected in a field study. Empirical findings from the two tests of the model indicate, among other things, that the two different types of expectations have opposing effects on perceptions of service quality and that service quality perceptions positively affect intended behaviors.

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