A Typology Analysis of Service Quality, Customer Satisfaction and Customer Behavioral Intentions in Mass Services
- Olorunniwo, Festus, Maxwell K. Hsu
- Factory,” Journal of Services Marketing,
Executive summary To remain competitive in the services sector, companies must better understand what drives key customer behaviors such as purchase intent and repeat purchase frequency. The use of Structural Equation Modeling (SEM) and IBM SPSS Amos* is quickly emerging as a powerful approach to understanding this relationship, not only in academia but also in the corporate and public sectors. By understanding how service quality impacts customer satisfaction and behavioral intentions, firms can develop operational and marketing strategies that enhance customer satisfaction and, in turn, foster positive behavioral intentions such as purchase intent or customer loyalty. The benefits of these strategies are clear and far-reaching.