Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction
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.485-505Publisher
Taylor and FrancisAdditional Links
http://www.tandfonline.com/doi/abs/10.1080/09593969.2012.711250Type
ArticleLanguage
enISSN
0959-39691466-4402
ae974a485f413a2113503eed53cd6c53
10.1080/09593969.2012.711250