Assessing tourist behavioral intentions through perceived service quality and customer satisfaction

González, María Elisa Alén; Comesaña, Lorenzo Rodríguez; Brea, José António Fraiz

doi:10.1016/j.jbusres.2006.10.014

Cited by 275 publications

(165 citation statements)

References 49 publications

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“…There are some empirical evidences supporting causal linkage between service quality and customer satisfaction (Hanzaee et al, 2012;Zabkar et al, 2010;Lai et al, 2009;González et al, 2007;Chow et al 2007;Cronin et al, 2000).These researchers found that high service quality are correlated with relatively high customer satisfaction. In addition, past studies examined link between service quality and perceived value.…”

Section: Perceived Service Quality Customer Satisfaction and Perceivmentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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This research proposes a comprehensive model that investigates the relationships between service quality, hedonic, perceived value and behavioral intentions. The purpose of this study is to build a better understanding of the determinants of customer satisfaction and customer loyalty throughout the restaurant services by incorporating the perceptions of hedonic effect in service delivery and outlining why and how service quality is important to customer satisfaction and customer loyalty. Respondents were chosen from three regular customers of Atawich chain restaurants in city of Tehran by using stratified random sampling method. A total of 390 questionnaires were used for data analysis. Structural equations modeling by using LISREL was performed to empirically test the relationships between the constructs of this study. Results show that both service quality and hedonic effect are importance predictors of customer satisfaction in Iranian society. In addition, results indicate that service quality and hedonic effect have positive and significant effects on perceived value. However, relationship between customer satisfaction and perceived value with attitudinal loyalty was not significant. Finally, it suggests that restaurant managers should improve their restaurant service offerings to satisfy customers. In addition, the results emphasize the significance of hedonic effect and positive emotions in creating perceived value and customer satisfaction.

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Section: Perceived Service Quality Customer Satisfaction and Perceivmentioning

confidence: 99%

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Mansouri¹,

Ebrahimi²

2013

10.5267/j.msl

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show abstract

“…A relationship between perceived service quality and customer delight was supported by the empirical results of González (2006), which showed the influence of service quality in thermal spring establishments in Spain. The study of González et al (2007) reported that service quality had a direct positive effect on customer satisfaction and loyalty and, consequently, the following hypotheses are proposed:…”

Section: Model and Hypothesesmentioning

confidence: 99%

Customer delight: perception of hotel spa consumers

Elias-Almeida

Miranda

Almeida

2016

European Journal of Tourism, Hospitality and Recreation

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Delighted customers are those whose expectations have been exceeded by the service provider. Competitors in the hotel business need to go beyond what is expected in order to satisfy the guest with an unpredictable positive experience. This study was aimed to clarify the significance of customer delight as an antecedent to customer loyalty, in five-star hotel spas in Portugal. To better understand spa consumers' perception of delight, the development and testing of an integrated model was undertaken by examining the relationship between perceived service quality, customer satisfaction, loyalty and customer delight. The model was tested using surveyed data from 427 spa consumers and validated using partial least squares (PLS) technique. The results indicated that satisfaction had a direct positive effect on customer delight and, consequently, influences the effect of customer delight on customer loyalty.

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“…5, No. 4;Breaa, 2007Olsen, 2002;Shemwell, Yavas, & Bilgin, 1998;Zeithaml et al, 1996;O'Connor, Shewchuk, & Bowers, 1991).…”

Section: Linking Service Quality Satisfaction and Behavioral Intentmentioning

confidence: 99%

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

Aliman¹,

Mohamad²

2013

IJMS

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This study attempts to examine the mediation effect of satisfaction on service quality perception and intentions behavior of private hospital outpatients in Malaysia. 300 hospital outpatients were selected as the sample size. Regression analysis was run to test the hypotheses. Based on the 273 completed data, the results provide support for the association between perceived service quality dimensions (tangibles, assurance, and empathy) and behavioral intentions. The results also confirm that service quality perception is an antecedent of intentions. In addition, tangibility, reliability and assurance are important predictors of satisfaction, and satisfaction has a strong positive relationship with intentions. In short, service quality drives satisfaction which in turn drives behavioral intentions. The finding also indicates that satisfaction partially mediates the relationship between perceived service quality and behavioral intentions. As a result, the strength of the perceived service quality-behavioral intentions relationship becomes weaker when satisfaction is considered. Theoretical and managerial implications of the findings are also discussed.

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Assessing tourist behavioral intentions through perceived service quality and customer satisfaction

Cited by 275 publications

References 49 publications

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Investigating the effects of service quality and hedonic on behavioral intentions: An empirical survey on restaurant industry

Customer delight: perception of hotel spa consumers

Perceptions of Service Quality and Behavioral Intentions: A Mediation Effect of Patient Satisfaction in the Private Health Care in Malaysia

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