The Value Of Service Quality Essay - 1783 Words

2.2.1.3 Consumer Online Repurchase (Continuance) According to ( Butcher ,2005 , and Hellier et al., 2003) defined repurchase intention as ‘the individual’s judgment about buying again a designated service from the same company, taking into accounts his or her current situation and likely circumstances’, and also regarded as a sound service outcome that is measurable, and intentions-as-expectations. Service quality has a significant effect on repurchase intention, through a direct link between service quality, Customer Satisfaction, and behavioral intentions Among the various behavioral intentions, considerable emphasis has been placed on the impact of service quality in determining repeat purchase, which the more satisfied the customers are the greater is their retention and customer loyalty, while service quality influences a customer’s subsequent behaviour, intentions and preferences. When a customer chooses a provider that provides service quality that meets or exceeds his or her expectations, he or she is more likely to choose the same provider again. In addition, the hospitality’s reputation plays an important role in determination of purchase, repeated purchase, and customer loyalty (Choi et al., 2004, Yongyui, Cronin, Jones and Farquhar, 2003, Brady and Hult, 2000). Psychological factors such as Satisfaction, confirmation and loyalty incentives as salient factors are impact affecting on consumer online repurchasing, and also product/service characteristics,Show MoreRelatedService Quality Is An Antecedent Of Perceived Value Essay1933 Words   |  8 PagesService quality is an antecedent of perceived value, and it will cause a significant influence on perceived value (Bojanic, 1996; Oh, 1999; Sweeney et al., 1999). 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Meharabian and Russell (1974) proposed a theoretical model in which they discussed how service environment stimulates the customer’s emotions and there by influences their behavioural intentions. In this model quality of a customer’s experience is measured by measuring the emotions of pleasure, arousal and dominance (PAD). Pleasure comes from happiness or satisfaction, arousal is derived from excitement