Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions

Juan Carlos Bou Llusar · César Camisón‐Zornoza · Ana Belén Escrig Tena

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Quality and Supply Management

Abstract

This paper provides empirical evidence on the relationship between firm perceived quality (FPQ) and overall customer satisfaction (SAT) on customer purchase intentions (PI). Based on the construction of a scale for measuring firm perceived quality, where aspects related both to the perceived product quality (PPQ) and to the perceived service quality (PSQ) are included, alternative hypotheses are tested in terms of the causal relationship between these constructs. The results show that SAT acts as a mediating variable on the relationships between FPQ and PI, but there is no proof of the existence of interaction between FPQ and SAT. These results explain the apparent contradictions that exist in published works on relationships between these constructs.

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1989Structural Equations with Latent Variables 1991Structural Equations with Latent Variables.1979A Paradigm for Developing Better Measures of Marketing Constructs 1991Scale Development : Theory and Applications

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