 Service quality, satisfaction, reputation and perceived value as the antecedents of behavioral intentions: A cross-national investigation in mobile communication servicesÖznur ÖZKAN Tektaş
Iktisat Isletme ve Finans, 2011, vol. 26, issue 301, 35-58 Abstract: This study aims to test and compare the behavioral intentions of customers in mobile communication services in two countries, Turkey and Germany. The model examines the direct and mediating effects among reputation, satisfaction, service quality and perceived value constructs as the antecedents of behavioral intentions. Two sets of data were collected by survey, 230 from Turkey and 217 from Germany. Results reveal that service quality, satisfaction, perceived value and reputation have direct effects on behavioral intentions with some differences between countries. Additionally, the mediating effect of perceived value between service quality and behavioral intentions is observed for both countries. Suggestion for managers and future researches are presented. Keywords: Behavioral Intentions; Satisfaction; Perceived Value; Reputation; Service Quality; Cross-national (search for similar items in EconPapers) There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:iif:iifjrn:v:26:y:2011:i:301:p:35-58 Ordering information: This journal article can be ordered from Access Statistics for this article Iktisat Isletme ve Finans is currently edited by Ali Bilge More articles in Iktisat Isletme ve Finans from Bilgesel Yayincilik |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.