... where they can advance their efforts to improve responsiveness, resulting in favourable behavioural intentions. This study adopts the following structure. The review of literature and the development of hypotheses are outlined in Section 2 . Sections 3 and 4 discuss the methodology...

... image and behavioural intentions) for moderate upscale restaurants in Malaysia. A third order conceptualisation of service quality is also included in the empirical analysis. Design/methodology/approach The data were analysed using exploratory factor analysis, confirmatory factor analysis...

...Koushiki Choudhury Purpose – The purpose of this paper is to explore how the different dimensions of service quality influence customers’ behavioural intentions in the private and public sector banks, that is, in class and mass banking, respectively, and the implications for the service provider...

...Gurjeet Kaur Sahi; Rupali Mahajan Purpose – The purpose of this paper is to empirically test an integrated model incorporating the constructs of organisational commitment (OC), behavioural intentions (BI), actual turnover behaviour (ATB) and telecom work characteristics (WC) so as to examine...

... – This is the first study synthesizing behavioral intentions, customer satisfaction, perceived value, corporate image and perceived service quality in a Macau casino setting. © Emerald Group Publishing Limited 2014 Service quality Customer satisfaction Behavioural intentions Multi-level...