Exploring the Three- Path Mediation Model: A Study of Customer Perceived Value, Customer Satisfaction Service Quality and Behavioral Intention Relationship

Manish Kumar Yadav, Alok Kumar Rai and Medha Srivastava
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Manish Kumar Yadav: Banaras Hindu University, Varanasi, India
Alok Kumar Rai: Banaras Hindu University, Varanasi, India
Medha Srivastava: Banaras Hindu University, Varanasi, India

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2014, vol. 5, issue 2, 1-20

Abstract: The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:5:y:2014:i:2:p:1-20

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International Journal of Customer Relationship Marketing and Management (IJCRMM) is currently edited by Riyad Eid

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