Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions
Year: 2012
Type: article
Study design: Observational Study
Abstract: Recognizing that high satisfaction leads to high customer loyalty, companies today are aiming for total customer\nsatisfaction. This article explains relative impact of product quality, service quality and contextual experience on\ncustomer perceived value and intention to shop in the future. The data has been collected using a questionnaire from\n205 customers of a national retailer chain. The relative importance of product quality, service quality and contextual\nexperience on customer perceived value and thus on customer preference and future intentions was measured using\nmultiple regression. Also, the contribution of perceived value to preference and thus on future buying intention was\nalso measured. Structural Equation Model (SEM) using Amos 4 was used to find the overall fitness of the model. It\nwas found that product quality, service quality and contextual experience have a major influence on customer\nperceived value
Authors: Thomas Sam, Dhanya Alex
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1535849849