Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction

2.50
Hdl Handle:
http://hdl.handle.net/10547/295096
Title:
Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction
Authors:
Yu, Wantao; Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 )
Abstract:
This study investigates the relationships between service quality, corporate image, satisfaction and behavioural intentions. A structural equation modelling (SEM) approach is applied to test the proposed conceptual framework, using data collected from 404 supermarket customers in China. The structural model suggests that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase). The results also indicate that retail service quality significantly influences customer perceptions of corporate image. The relationship between corporate image and behavioural intentions is fully mediated by satisfaction.
Citation:
Yu, W. & Ramanathan, R. (2012) 'Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction', The International Review of Retail, Distribution and Consumer Research, 22(5), pp.485-505
Publisher:
Taylor and Francis
Journal:
The International Review of Retail, Distribution and Consumer Research
Issue Date:
2012
URI:
http://hdl.handle.net/10547/295096
DOI:
10.1080/09593969.2012.711250
Additional Links:
http://www.tandfonline.com/doi/abs/10.1080/09593969.2012.711250
Type:
Article
Language:
en
ISSN:
0959-3969; 1466-4402
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorYu, Wantaoen_GB
dc.contributor.authorRamanathan, Ramakrishnanen_GB
dc.date.accessioned2013-07-03T07:55:46Z-
dc.date.available2013-07-03T07:55:46Z-
dc.date.issued2012-
dc.identifier.citationYu, W. & Ramanathan, R. (2012) 'Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction', The International Review of Retail, Distribution and Consumer Research, 22(5), pp.485-505en_GB
dc.identifier.issn0959-3969-
dc.identifier.issn1466-4402-
dc.identifier.doi10.1080/09593969.2012.711250-
dc.identifier.urihttp://hdl.handle.net/10547/295096-
dc.description.abstractThis study investigates the relationships between service quality, corporate image, satisfaction and behavioural intentions. A structural equation modelling (SEM) approach is applied to test the proposed conceptual framework, using data collected from 404 supermarket customers in China. The structural model suggests that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase). The results also indicate that retail service quality significantly influences customer perceptions of corporate image. The relationship between corporate image and behavioural intentions is fully mediated by satisfaction.en_GB
dc.language.isoenen
dc.publisherTaylor and Francisen_GB
dc.relation.urlhttp://www.tandfonline.com/doi/abs/10.1080/09593969.2012.711250en_GB
dc.rightsArchived with thanks to The International Review of Retail, Distribution and Consumer Researchen_GB
dc.subjectretail service qualityen_GB
dc.subjectcorporate imageen_GB
dc.subjectcustomer satisfactionen_GB
dc.subjectbehavioural intentionsen_GB
dc.titleRetail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfactionen
dc.typeArticleen
dc.identifier.journalThe International Review of Retail, Distribution and Consumer Researchen_GB
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