The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers
By R. Hapsari, Michael D. Clemes, David L. Dean. 2016
165 citations recorded by the source corpus.
Abstract This study aims to investigate the interrelationship among service quality, perceived value and customer satisfaction. The data were collected from 5-star Indonesian Airline from Surabaya and Malang, East Java Province, Indonesia. Two hundred observation was used to test the hypothesis. The data were analyzed by using Confirmatory factor Analysis and Structural Equation Modelling. The results illustrate that perceived value plays a partial mediating role between the service quality and customer satisfaction constructs.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/da82adc82710041e66ec3f31a220d6a90a5f9487
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In Marketing
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty (2018, result): “Mediating effect of customer satisfaction and perceived value Yet, indirect relationships between service quality and loyalty through the perceived value have been announced by several studies (Chitty et al., 2007; Kim et al., 2008; Hapsari et al., 2016).”