The DOI matches its Crossref record; 11 of the 11 references it cites were found in a registry or an index.
Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study
Abstract
In today's world of intense competition, satisfying customers is only the base line and may not be sufficient for survival. Management should focus on gaining customer loyalty by enhancing customer perceptions of service quality and increasing as perceived by the consumer value. Although previous studies have addressed the importance of service quality, satisfaction, perceived value, and image, the precise nature of the relationships that exist between these constructs and the understanding of their effect on customer behaviour still remains a key issue. This empirical study seeks to understand the relationships that exist between service quality and perceived value and how they impact customer satisfaction, corporate image, and behavioural intentions. The proposed model indicates that delivering high quality service and creating superior customer value can result in achieve high customer satisfaction, thus effecting the firm's corporate image, and ultimately leading to consumer retention.
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Cites
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Back-translation for cross-cultural research.
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A national customer satisfaction barometer: the Swedish experience
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Cited by
El-Adly, M. I. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2018.07.007 · Cited by 613
Latif, K. F., Pérez, A., & Sahibzada, U. F. (2020) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2020.102565 · Cited by 281
Liu, Y., Teichert, T., Rossi, M., Li, H., & Hu, F. (2017) · Tourism Management · doi:10.1016/j.tourman.2016.08.012 · Cited by 267
Priporas, C.-V., Stylos, N., Rahimi, R., & Vedanthachari, L. N. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2016-0420 · Cited by 228
Bahadur, W., Aziz, S., & Zulfiqar, S. (2018) · Cogent Business & Management · doi:10.1080/23311975.2018.1491780 · Cited by 126
Metadata
- Authors
- Hu, H.-H. (., Kandampully, J., & Juwaheer, T. D.
- Venue
- The Service Industries Journal
- Publisher
- Informa UK Limited
- Published
- 2009-02
- Volume
- 29
- Issue
- 2
- Pages
- 111-125
- ISSN
- 0264-2069 (ISSN-L)
- 1743-9507
- OpenAlex
- W2152159961
- Cited by
- 771
- References
- 11
- FWCI
- 27.34
- Type
- journal article
- Language
- en
- Open access
- closed
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- Hu, H.-H. (., Kandampully, J., & Juwaheer, T. D. (2009). Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study. The Service Industries Journal. https://doi.org/10.1080/02642060802292932
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
