Exploring the Three- Path Mediation Model: A Study of Customer Perceived Value, Customer Satisfaction Service Quality and Behavioral Intention Relationship

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Author(s): Manish Kumar Yadav (Banaras Hindu University, India), Alok Kumar Rai (Banaras Hindu University, India)and Medha Srivastava (Banaras Hindu University, India)
Copyright: 2016
Pages: 22
Source title: Web-Based Services: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-9466-8.ch059

Keywords: Computer Science & IT / Information Science Reference / Web Technologies / Web Technologies & Engineering

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Abstract

The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

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Exploring the Three- Path Mediation Model: A Study of Customer Perceived Value, Customer Satisfaction Service Quality and Behavioral Intention Relationship

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