Service Quality, Perceived Value, Customer Satisfaction, and Behavioral Intention Among Fitness Center Members Aged 60 Years and Over

2014 ◽  
Vol 42 (5) ◽  
pp. 757-767 ◽  
Author(s):  
Hyun Soon Yu ◽  
James J. Zhang ◽  
Dae Hyun Kim ◽  
Kenny K. Chen ◽  
Chris Henderson ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Older Adult ◽  
Behavioral Intention ◽  
Perceived Value ◽  
High Quality ◽  
Fitness Center ◽  
Structural Relationships ◽  
Continued Use ◽  
Complaint Behavior

Our aim in this study was to examine the structural relationships among service quality, perceived value, customer satisfaction, and behavioral intention. Participants, who were all aged 60 years or older and who were members of a sport and fitness center, completed surveys to assess these relationships. Scanning electron microscopy results showed that provision of high-quality services for older adult consumers in a sport and fitness center elevated perceived value, enhanced customer satisfaction, reduced complaint behavior, and ultimately increased the likelihood of renewed membership and continued use of the center facilities.

scholarly journals The Structural Relationship among Perceived Service Quality, Perceived Value, and Customer Satisfaction-Focused on Starbucks Reserve Coffee Shops in Shanghai, China

2021 ◽  
Vol 13 (15) ◽  
pp. 8633
Author(s):  
Yuhan Ge ◽  
Qing Yuan ◽  
Yaxi Wang ◽  
Keunsoo Park
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Significant Positive Effect ◽  
Coffee Shop ◽  
Perceived Service Quality ◽  
Positive Effects ◽  
Coffee Shops ◽  
Positive Effect

In today’s increasingly competitive coffee industry, the point of running a good coffee shop is no longer to run a coffee and beverage shop simply, but to focus on the quality of service and the value that customers feel as a result. Previous studies have mainly discussed the customer satisfaction and behavioral intention of restaurants, while few studies have explored the influencing factors of customer satisfaction and behavioral intention of chain coffee shops. Given that the perceived service quality theory and DINESERV model can effectively predict customer satisfaction and behavioral intention, this study took 385 consumers in the first Starbucks Reserve flagship store in China as survey objects. SmartPLS 3.0 software was used to explore the relationship among respondents’ perceived service quality, customer perceived value, satisfaction, and behavioral intention. The results show that service quality has a partially significant positive effect on perceived value. Perceived service quality and customers’ perceived value both have significant positive effects on satisfaction. Customers’ satisfaction has a significant positive effect on their behavioral intention. These results indicate that enterprises should strengthen the emotional bond between consumers and enterprises and improve the reliability, assurance, and empathy of perceived service quality to create a better emotional resonance between consumers and the Starbucks brand to improve customer satisfaction. At the same time, it should also promote the symbolic perceived value of Chinese consumers to Starbucks to realize the sustainable development of coffee-shop operation and consumer repurchase. This study expands the research on the service quality, perceived value, and behavioral intention of coffee chain enterprises in the context of non-habitual coffee-drinking countries. Moreover, it provides case support for the operation and research of regional cultural consumption habits of international catering chain enterprises.

Exploring the Three- Path Mediation Model

2014 ◽  
Vol 5 (2) ◽  
pp. 1-20 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

scholarly journals ANALYSIS OF ATMOSPHERICS, FOOD QUALITY, SERVICE QUALITY, AND PERCEIVED VALUE THAT ARE DIED BY ASICICOMIC SATISFACTION TO BEHAVIORAL INTENTION

2019 ◽  
Vol 17 (1) ◽  
pp. 15
Author(s):  
Rowlan Takaya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Perceived Value ◽  
Quantitative Approach ◽  
Quality Service ◽  
The Way

The problem of this research was to identified the factors that have effects on behavioral intentions such as analsys atmospherics, food quality, and service quality, perceived value, with mediation customer satisfaction.The objectives of this research was people who ever tried Nanny’s Pavillon in South Jakarta. The methodology of this research was the design applies quantitative approach. Data collected by 154 customers of Nanny’s Pavillon. Finding and contribution in this research was provide suggestion for Nanny’s Pavillon to concern about the way to atmospherics, food quality, service quality, perceived value, and customer satisfaction because it has an effect to behavioral intentions for Nanny’s Pavillon.Research Limitation/ implication in this research were this research only for the Nanny’s Pavillon’s customer in South Jakarta, so this result of this research couldn’t be generalization and not applied for all Nanny’s customer in Jakarta

scholarly journals Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, dan Customer Behavioral Intention

2020 ◽  
Vol 1 (2) ◽  
pp. 109
Author(s):  
William Ciputra ◽  
Wibawa Prasetya
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Structural Equation Modelling ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modelling

Pada survei popularitas e-commerce di Indonesia, e-commerce Blibli menempati peringkat pertama di media sosial, namun jumlah pengunjung/bulan dari Blibli ini lebih rendah daripada peringkat ke-2 dan ke-3 pada peta e-commerce. Beberapa hal yang mempengaruhi tingkat penjualan dari suatu perusahaan e-commerce, yaitu seperti e-service quality, perceived value dan satisfaction dari customer. Selain itu menurut Mayer et al. (1995) “trust is central in e-commerce relationships because of the presence of risks, uncertainties, and interdependencies”. Berdasarkan uraian tersebut, penelitian ini bertujuan mengetahui bagaimana hubungan antara e-service quality dan perceived value terhadap customer satisfaction, trust, dan behavioral intention customer e-commerce Blibli. Penelitian ini dilakukan dengan cara menyebarkan kuesioner yang sudah diuji validitas dan reliabilitas kepada 200 responden. Data yang didapatkan kemudian diolah menggunakan metode SEM (Structural Equation Modelling) dengan aplikasi LISREL (LisWin32). Hasil pengolahan data menunjukkan bahwa variabel E-service quality memiliki pengaruh positif yang signifikan terhadap perceived value, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel Perceived value memiliki pengaruh positif yang signifikan terhadap customer satisfaction, variabel E-service quality tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel customer satisfaction tidak memiliki pengaruh positif yang signifikan terhadap trust, variabel E-service quality tidak memiliki pengaruh negatif yang signifikan terhadap behavioral intention, variabel Perceived value tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention, variabel Trust tidak memiliki pengaruh positif yang signifikan terhadap behavioral intention.

Exploring the Three- Path Mediation Model

2016 ◽  
pp. 1328-1349 ◽  
Author(s):  
Manish Kumar Yadav ◽  
Alok Kumar Rai ◽  
Medha Srivastava
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Perceived Value ◽  
Mediation Model ◽  
Mediating Role ◽  
Customer Perceived Value ◽  
Comprehensive Survey ◽  
Indirect Relationship

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

Behavioral Intention Toward Online Food Purchasing

2020 ◽  
Vol 16 (4) ◽  
pp. 34-50
Author(s):  
Dwi Suhartanto ◽  
Tuan Ahmad Tuan Ismail ◽  
Gundur Leo ◽  
Ni Nyoman Triyuni ◽  
Tintin Suhaeni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Behavioral Intention ◽  
Empirical Studies ◽  
Perceived Value ◽  
Food Purchasing ◽  
Managerial Practices ◽  
Quality Food ◽  
Light Medium

Despite the dramatic increase in the online food business, empirical studies on behavioral intentions across different purchase levels have been overlooked. This study is intended to assess behavioral intention towards online food purchasing including e-service quality, food quality, perceived value, and customer satisfaction across three different purchasing levels: light, medium, and heavy purchasers. A survey of 475 online food purchasers was conducted from in Bandung City, Indonesia. The results show that the formation model of behavioral intention including e-service quality, food quality, perceived value, and customer satisfaction is reliable. Further, the analysis results have also revealed that there is evidence of differences when the variables were tested across purchase levels. Lastly, this study emphasizes that food quality is an important factor in influencing behavioral intention across all online food purchase levels. The consequences of these findings were examined from both theoretical and managerial practices perspectives.

scholarly journals PENGARUH SERVICE QUALITY TERHADAP PERCEIVED IMAGE, PERCEIVED VALUE, DAN CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP BEHAVIORAL INTENTIONS (STUDI KASUS PADA MASKAPAI PENERBANGAN LION AIR INDONESIA)

2020 ◽  
Vol 4 (2) ◽  
pp. 156-170
Author(s):  
Ratna Kartika Zulya ◽  
Osa Omar Sharif
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Structural Equation ◽  
Perceived Value ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling

Kondisi geografis Indonesia sangat membutuhkan pesawat sebagai sarana yang menjadi konektivitas antar pulau. Di tahun 2018, jumlah penumpang pesawat rute domestik mencapai 101.130.000 penumpang. Meskipun begitu, nyatanya di maskapai Lion Air mengalami penurunan jumlah penumpang sebesar 4,13%. Penelitian bertujuan untuk mengetahui bagaimana pengaruh Service Quality terhadap Perceived Image, Perceived Value, dan Customer Satisfaction, dan bagaimana dampaknya terhadap Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Metode penelitian yang digunakan adalah metode kuantitatif dengan populasi dalam penelitian adalah masyarakat yang pernah menggunakan jasa maskapai Lion Air di Indonesia. Teknik pengambil sampel menggunakan rumus Cohran sehingga ditentukan jumlah sampel sebanyak 385 sampel. Tenik analisis data adalah teknik multivariat melalui alat analisis Structural Equation Modeling (SEM) Partial Least Square (PLS). Hasil temuan dalam penelitian adalah Service Quality merupakan faktor utama untuk meningkatkan Perceived Image, dan Perceived Value sehingga terciptanya Customer Satisfaction dan Behavioral Intention pada konsumen jasa maskapai Lion Air di Indonesia. Dengan begitu, maka disarankan bagi Lion untuk memprioritaskan Service Quality karena pengaruhnya besar terhadap Perceived Image, Perceived Value, dan Customer Satisfaction yang juga berdampak pada Behavioral Intentions pada konsumen maskapai Lion Air.

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