• Title/Summary/Keyword: multiply ($I{\times}P$)-model

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A study on the effects of DINESERV's 5-dimensions by multiply-model on satisfaction, revisit intention and customer loyalty (곱모형에 의한 외식업 서비스품질 5차원이 고객만족도, 재방문의도 및 고객애호도에 미치는 영향)

  • Cho, Yoon-Shik
    • Journal of the Korean Data and Information Science Society
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    • v.20 no.2
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    • pp.273-281
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    • 2009

  • The gap(P-E)-model is based on the disconfirmation paradigm that tries to under stand the effect of the gap between before purchase expectations and after purchase perceptions of the product performance on dependent variables such as customer satis-faction. But Bhote proposed multiply($I{\times}P$)-model instead of gap(P-E)-model in 1998. This paper is focused on Bhote's multiply($I{\times}P$)-model in food service industry. The purpose of this research is to test whether DINESERV's 5-dimensions by multiply($I{\times}P$) model fits in explaining satisfaction, revisit intention and customer loyalty. The F-value of regression model was used to test the fitness of regression model of the multiply($I{\times}P$)-model. Through analysis, it was found that the multiply($I{\times}P$)-model fits.

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