Journal Article10.1362/0267257041838719
Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model
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TL;DR: In this article, the authors examined the relationship among customer satisfaction, service quality and perceived value and found that customer satisfaction and the perceived value significantly influence post-purchase behavior. But, little empirical research has been conducted to examine these variables simultaneously and their relationships with postpurchase behaviour.
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Abstract: The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed.
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