• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>European Business & Management >Service Quality Perception's Effect on Customer Satisfaction and Repurchase Intention
【24h】

Service Quality Perception's Effect on Customer Satisfaction and Repurchase Intention

机译：服务质量感知对客户满意度和回购意愿的影响

获取原文
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it's indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.
机译：这项研究旨在直接或通过中介由三个变量组成的价值感知（即功能价值，情感价值和社会价值）来检验和解释质量感知对客户满意度的影响。本研究还旨在测试和描述客户满意度对回购的直接影响，以及通过品牌选择产生的间接影响。这项研究采用了一种定量方法，即在Bengkulu的Anwar Group小型超市的所有分支机构中，人口都是消费者。所采用的抽样技术是一种便利抽样，从安华集团迷你市场的所有分支机构中抽取了200名受访者作为样本。本研究中使用的分析工具是带有Amos 22软件的结构方程模型。结果表明，对服务质量的感知显着影响了消费者满意度。这项研究还表明，由功能价值，情感价值和社会价值组成的所有消费者价值都可以调节服务质量感知对客户满意度的影响。最后，消费者满意度影响了回购，而品牌选择则部分影响了消费者满意度对回购意愿的影响。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号