Impacts of Customer Orientation, Service Orientation, Service Quality, Service Encounter Quality and Perceived Value Towards Customers Satisfaction and Behavioural Intention : In Retail Context
Does customer satisfaction and behavioural intention directly influence by customer orientation, service orientation, service quality, service encounter quality, perceived value towards? In order to address this question, a survey was conducted in different grocery stores across the city. At the same time, this research also tends to examine whether the western oriented service evaluation model is applicable in non-western country. This study also proposed to examine the direct relationship without the existence of customer satisfaction and service quality as mediator. The outcomes of the analyses were used to determine the acceptance or rejection of the proposed hypotheses. With the positive relationship between the independent variables and dependent variables, all the generated hypotheses proposed in this research were accepted and approved
Year of publication: |
2013
|
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Authors: | Ming, Lau |
Other Persons: | Chung, Hosea (contributor) ; Paul, Diana (contributor) |
Publisher: |
[2013]: [S.l.] : SSRN |
Subject: | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Einzelhandel | Retail trade | Gastronomie | Restaurant industry |
Saved in:
freely available
Extent: | 1 Online-Ressource (12 p) |
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Type of publication: | Book / Working Paper |
Language: | English |
Notes: | In: Asian Journal of Business Research, Vol. 3, No. 1, 2013 Nach Informationen von SSRN wurde die ursprüngliche Fassung des Dokuments October 28, 2013 erstellt |
Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013073760
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