customer satisfaction service quality and perceived value an integrative model pdf

Customer Satisfaction Service Quality And Perceived Value An Integrative Model Pdf

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Online buying activity is increased along with the increased of internet-based information technology. This gives benefit to online businessman and businesswoman. However, the efforts which should be given are harder than before because of the increasing of online criminality which happened in Indonesia.

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Get my own profile Cited by View all All Since Citations h-index 20 17 iindex 22 The Hong Kong Polytechnic University. Articles Cited by. Title Sort Sort by citations Sort by year Sort by title. Journal of marketing management 20 , , Journal of International consumer marketing 9 1 , , Journal of International Consumer Marketing 8 2 , , Journal of International Consumer Marketing 24 , , Journal of Consumer Behaviour 10 4 , , Journal of Financial Services Marketing 11 4 , , Articles 1—20 Show more.

Help Privacy Terms. Customer satisfaction, service quality and perceived value: an integrative model JLM Tam Journal of marketing management 20 , , Examining the role of attribution and intercultural competence in intercultural service encounters J Tam, P Sharma, N Kim Journal of services marketing , The moderating effects of purchase importance in customer satisfaction process: An empirical investigation JLM Tam Journal of Consumer Behaviour 10 4 , , Examining the dynamics of consumer expectations in Chinese technologies JLM Tam Journal of marketing 66 3 , ,

Thailand is committed to becoming the Center of Excellent Health of Asia. About two million foreign patients come to Thailand for medical services each year. With the explosive growth of Chinese tourists including Chinese patients, this study aimed to explore the factors that influence the satisfaction and loyalty of Chinese-speaking patients in the medical service industry. The study extended previous work by investigating Chinese-speaking patients served by a medical institution in Thailand. Specifically, the influence of five dimensions of Service Quality were examined, namely, corporate image, perceived value, and trust on customer satisfaction and customer loyalty.

Allen, N. The measurement and antecedents of affective, continuance, and normative commitment to the organization. Journal of Occupational Psychology. Anggraini, Ika Novita. Bansal, H. The service provider switching model SPSM : a model of consumer switching behavior in the service industry.


Request PDF | Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model | The present study examines the.


The system can't perform the operation now. Try again later. Citations per year. Duplicate citations. The following articles are merged in Scholar.

Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on customer value and customer satisfaction up to now and the moderating role of customer value in the relationship between service quality and customer satisfaction has been neglected. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry.

Nowadays, the internet has become a suitable platform for the trade of products and services. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store.

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The purpose of this paper is to identify the antecedents of perceived customer value, such as the perceived quality and perceived sacrifices, and the effects on customer satisfaction and customer loyalty CL in the restaurant industry. Based on an extensive literature review, a research model and questionnaire were designed. To assess the hypothesised relationships, data were collected in a field survey.


An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and.


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