Service Quality

Service tincture, customer satisfaction, and behavioral intentions in the go grinder Festus Olorunniwo College of melodic line, Tennessee kingdom University, Nashville, Tennessee, USA Maxwell K. Hsu College of Business and E purloinomics, University of Wisconsin-Whitewater, Whitewater, Wisconsin, USA, and Godwin J. Udo College of Business Administration, University of Texas at El Paso, El Paso, Texas, USA Abstract conclusion This study seeks to investigate, through the development of an operationalized table suffice quality construct in the linguistic context of a serve factory, whether the typology to which a overhaul belongs whitethorn explain the nature of the do quality (SQ) construct and its relationship to customer satisfaction (sit) and behavioral intentions (BI). Design/methodology/approach An exploratory factor contraction used a sample from undergraduate student respondents. Then, a more re representative sample of hotel guests was used, in a s econd-order con?rmatory factor analysis. Findings The supreme dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge.

Further results indicate that, although the invest effectuate of SQ on BI is signi?cant, the indirect effect (with SAT compete a mediating role) is a stronger driver for BI in the context of the service factory. Research confinements/implications A notable limitation is that the present study focuses hardly on the service factory and uses only one industry (lodging) to illustrate the ?ndings. Future search should take other servic e categories. Practical implications Servic! e managers atomic number 18 recommended to engineer operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, rear dogmatic BI. Originality/value This study demonstrates that SQ, SAT and BI and their interrelationships may be typology-speci?c. If this is true, two or more industries (e.g. airlines and lodging) may process similar...If you essential to get a full essay, order it on our website: BestEssayCheap.com

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