The Influence of Customer Experience Quality on Customers' Behavioral Intentions

Abstract

The current study proposes and tests a theoretical model of the relationship among service outcome quality, interaction quality, peer-to-peer quality, and customer experience quality, and the impact of customer experience quality on customer loyalty. The findings indicate that service outcome quality, interaction quality, and peer-to-peer quality perceptions significantly influence customer experience quality, which, in turn, influences customer loyalty. Furthermore, the findings show that the relationship between the antecedents of customer experience quality, service outcome quality and peer-to-peer quality, and customer experience quality are moderated by gender.

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