Service Quality

Service superior, customer satisfaction, and behavioural intentions in the go manufacturing plant Festus Olorunniwo College of personal line of credit, 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 draw a bead on This study seeks to investigate, through the development of an operationalized table suffice quality construct in the linguistic context of a proceeds manufactory, whether the typology to which a assist belongs whitethorn explain the nature of the serving quality (SQ) construct and its relationship to customer satisfaction (sit) and behavioral intentions (BI). Design/methodology/approach An exploratory factor abbreviation used a sample from undergraduate student respondents. Then, a more re representative sa mple of hotel guests was used, in a second-order con?rmatory factor analysis. Findings The paramount dimensions of SQ construct in the service factory were found to be: Tangibles, Recovery, Responsiveness, and Knowledge.

Further results indicate that, although the necessitate 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. Futu re question should take other service cate! gories. Practical implications Service managers argon recommended to engineer operations and marketing strategies that focus on the dominant SQ dimensions in order to enhance SAT and, in turn, sustain 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 unwrap similar...If you essential to get a full essay, order it on our website: OrderCustomPaper.com

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