ABSTRACT

The objective of this study is to determine the effects of service quality, perceived value and customer satisfaction on behavioral intention. The study also introduces a new integrated structural model that combines service quality’s dimensions of food quality, employee service quality, timeliness, esthetics, facility comfort and cleanliness. An explanatory and a confirmatory factor analysis was applied to develop and confirm the six-dimensional service quality scale based on data obtained from 309 customers who received service from a particular restaurant. Path analysis was also applied to examine the relationships of service quality, perceived value, and customer satisfaction with behavioral intention. The results show that service quality has a positive effect on customer satisfaction, while customer satisfaction and perceived value have positive effects on customers’ behavioral intentions. In addition, other dimensions other than aesthetics have a positive role in customer satisfaction, while service quality, facility comfort and timeliness have a positive effect on perceived value. This study contributes to the service quality literature and has practical managerial implications.

摘要

本研究的目的是确定服务质量、感知价值和客户满意度对行为意向的影响。该研究还引入了一种新的集成结构模型，该模型结合了食品质量、员工服务质量、及时性、美学、设施舒适度和清洁度等服务质量维度。基于从特定餐厅接受服务的 309 位顾客获得的数据，应用解释性和验证性因素分析来制定和确认六维服务质量量表。路径分析也被应用于检查服务质量、感知价值和客户满意度与行为意向的关系。结果表明，服务质量对顾客满意度有正向影响，而顾客满意度和感知价值对顾客的行为意向有正向影响。此外，美学以外的其他维度对客户满意度有积极作用，而服务质量、设施舒适度和及时性对感知价值有积极影响。这项研究有助于服务质量文献，并具有实际的管理意义。