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Customer Satisfaction, Service Quality and Perceived Value: An Integrative Model

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Abstract:

The present study examines the relationships among customer satisfaction, service quality and perceived value. These variables are increasingly recognised as being sources of competitive advantage. However, little empirical research has been conducted to examine these variables simultaneously and their relationships with post-purchase behaviour. The present study was therefore designed to develop an understanding of the relationships among these variables and their influence on postpurchase behaviour. An integrative model was developed and tested using data collected from customers in the restaurant industry. The results reveal that customer satisfaction and perceived value significantly influence post-purchase behaviour. Implications of the findings and areas for future research are discussed.

Keywords: CUSTOMER SATISFACTION; PERCEIVED VALUE; SERVICE QUALITY

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/0267257041838719

Publication date: August 1, 2004

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