... structural equation modelling. Findings The results reveal that four out of five analysed factors (attitude, behavioural intention, satisfaction, and attitudinal loyalty) had a positive influence on customers' actual purchase behaviour. However, no direct influence of perceived service quality...

...Flavia Braga Chinelato; Diogo Batista de Freitas Cruz Purpose Many studies have focused on food quality in restaurant consumers, aiming at its impact on satisfaction and loyalty. However, less emphasis is given to the factors that generate food quality. Besides, employee quality and customer...

...Kumari Youkta; Rajendra Narayan Paramanik Purpose This study aims to measure the level of satisfaction among women with childbirth services provided at public health facilities. Further, to analyse the impact of their socio-economic and obstetric characteristics on their level of satisfaction...

...Abdulkareem Salameh Awwad; Abdel Latef Anouze; Elizabeth A. Cudney Purpose This study aims to investigate and test the impact of competitive priorities, in terms of quality, speed, dependability, flexibility, cost and patient engagement, on patient satisfaction with healthcare services...

... dimensions (library service effect, personal control and library as a place), library image and trust on users’ loyalty with the mediating effect of perceived service value and satisfaction. Design/methodology/approach Data for hypotheses testing were gathered from Minhaj University Lahore (MUL...

...Pratik Ghosh; Deepika Jhamb; Rahul Dhiman Purpose The aim of the paper is to measure the service quality, satisfaction, service value and behavioral intentions of Gen Z in leading global Quick Service Restaurants (QSRs) in India by integrating QUICKSERV into an established model of consumer...

... the antecedents of customer retention in this particular online market. To this effect, the aim of this research is to bring new insights about what retains shoppers and creates loyal behaviour in this market by presenting a loyalty model based on expectancy-value theory and building on Olsen's satisfaction...

... application of a large supermarket chain operating in Portugal, the study uses partial least squares structural equation modeling to test the proposed hypotheses. Findings The results indicate that the continuance usage of the self-scanning apps is directly driven by users' satisfaction and perceived...

...Samuel Famiyeh; Disraeli Asante-Darko; Amoako Kwarteng Purpose The purpose of this paper is to understand the moderating role of organizational culture in the relationship between service quality, customer satisfaction and loyalty in the banking sector using data from the Ghanaian banking sector...

... suggest that: “curriculum quality”, “teaching competence”, “service facility”, and “service delivery” provided by a private university are positively related to “perceived value (PV)”, while students’ perceived satisfaction (SPS) is dependent on “service facility”; PV and SPS drive to students’ “intention...

...Johra Kayeser Fatima; Mohammed Abdur Razzaque; Rita Di Mascio Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction...

..., and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage. Design/methodology/approach – The empirical data were collected through...

...Faizan Ali; Bidit Lal Dey; Raffaele Filieri Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach...

...Johra Kayeser Fatima; Mohammed Abdur Razzaque Purpose – The aims of this paper are to examine the antecedent and mediation effects of core, relational and tangible service quality on rapport and customers' overall satisfaction. Design/methodology/approach – A survey has been conducted...