Drivers of customer behavioral intentions and the relationship with service quality in specific industry contexts

• Autor(a) principal: Veloso, Cláudia
• Data de Publicação: 2021
• Outros Autores: Sousa, Bruno
• Tipo de documento: Artigo
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/11110/2232
• topic: Service quality; retail stores; consumer behavior; loyalty

The purpose of this paper is to present a methodology to systematize the determinants of customer satisfaction and loyalty and the relationship with the perceived quality of service in traditional retail stores in the South and Island regions of Portugal. The proposed conceptual model aims to analyse if perceived service quality (five dimensions of SERVQUAL) directly contribute to customer satisfaction, customer-perceived value and corporate image. The results show that service quality significantly influences corporate image, perceived value and customer satisfaction. Furthermore, perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, corporate image and perceived value significantly affect behavioural intentions towards the act of buying. From an interdisciplinary perspective, this study contributes to the consumer behaviour literature and service quality management in specific industry contexts.