Service Quality

Service select, customer satisfaction, and behavioural intentions in the go powder Festus Olorunniwo College of stock, 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 answer This study seeks to investigate, through the development of an operationalized table suffice quality construct in the linguistic context of a helper manufacturing plant, whether the typology to which a helping belongs whitethorn explain the nature of the divine service quality (SQ) construct and its relationship to customer satisfaction ( sit down) and behavioral intentions (BI). Design/methodology/approach An exploratory factor abridgment used a sample from undergraduate student respondents. Then, a more re representative sample of hotel guests was used, in a second-order con?rmatory factor analysis. Findings The ascendent dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge. Further results indicate that, although the commit 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 demarcations/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 enquiry should take other service categories. Practical implications Service 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, raise dogmatic BI. Originality/value This study demonstrates that SQ, SAT and BI and their interrelationships may be typology-speci?c. If th is is true, two or more industries (e.g. air! lines and lodging) may depict similar...If you essential to get a full essay, order it on our website: BestEssayCheap.com

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