The Relationships Among Customer Value, Satisfaction and Behavioural Intentions : A General Structural Equation Model  

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Wahyuningsih

Jenis: Article from Journal - ilmiah nasional - tidak terakreditasi DIKTI
Dalam koleksi: International Journal of Business vol. 7 no. 3 (Sep. 2005), page 301-324.
Topik: customer value; behavioural intentions; customer value; satisfaction

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: II51.4 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

The objective of this paper is to present a comprehensive framework of relationships among customer value, satisfaction and behavioural intentions. Before testing the model, literature review on the three constructs is presented. From this review, three hypotheses are porposed and tested in this study : 1. customer value is antecedent to customer satisfaction 2. customer value has a direct link to behavioural intentions, and 3. the relationship between customer value and behavioural intentions is mediated by customer satisfaction. Structural equation modeling using AMOS 5 was employed to test the model. The result suggests that the relationship between customer value and behavioural intentions is mediated by customer satisfaction.

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