Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions

被引：70

作者：

Bou-Llusar, JC ^{[1
]}

Camisón-Zornoza, C ^{[1
]}

Escrig-Tena, AB ^{[1
]}

机构：

[1] Univ Jaume 1, Fac Ciencias Juridicas & Econ, Dept Adm Empresa & Mkt, Campus Riu Sec 12080, Castellon, Spain

来源：

TOTAL QUALITY MANAGEMENT | 2001年 / 12卷 / 06期

关键词：

D O I：

10.1080/09544120120075334

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This paper provides empirical evidence on the relationship between firm perceived quality (FPQ) and overall customer satisfaction (SAT) on customer purchase intentions (PI). Based on the construction of a scale for measuring firm perceived quality, where aspects related both to the perceived product quality (PPQ) and to the perceived service quality (PSQ) are included, alternative hypotheses are tested in terms of the causal relationship between these constructs. The results show that SAT acts as a mediating variable on the relationships between FPQ and PI, but there is no proof of the existence of interaction between FPQ and SAT These results explain the apparent contradictions that exist in published works on relationships between these constructs.

引用

页码：719 / 734

页数：16

共 57 条

[1]

Anderson E.W., 1994, SERVICES QUALITY, P241

[2] THE ANTECEDENTS AND CONSEQUENCES OF CUSTOMER SATISFACTION FOR FIRMS [J].