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http://dx.doi.org/10.5850/JKSCT.2007.31.1.085

The Structural Relationship of Customer Satisfaction and Behavioral Intentions for Service Quality of Department Stores  

Chun, Tae-Yoo (School of Business, Sejong University)
Park, No-Hyun (School of Business, Sejong University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.31, no.1, 2007 , pp. 85-94 More about this Journal
Abstract
This study analysed the structural relationship of customer satisfaction and behavioral intentions for service quality. Service quality factors were defined as tangibles, reliability, responsiveness, assurance, and empathy. Behavioral intentions were defined as loyalty and brand switch. A LISREL model was used to develop dimensions of service quality and to investigate the structural relationship between overall service quality, customer satisfaction and behavioral intentions on department stores. The results and implications are that there is a significant relationship between service quality and overall satisfaction. Furthermore, a significant relationship exists between overall satisfaction and behavioral intentions. This study also shows that overall service quality affects customer satisfaction and behavioral intention.
Keywords
Department store; Service quality; Custome satisfaction; Loyalty; Brand switch;
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