The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers

Raditha Dwi Vata Hapsari · Michael Daniel Clemes · David Dean

179 citations0/0 files storedProcedia Economics and Finance

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Healthcare Quality and Satisfaction

Abstract

This study aims to investigate the interrelationship among service quality, perceived value and customer satisfaction. The data were collected from 5-star Indonesian Airline from Surabaya and Malang, East Java Province, Indonesia. Two hundred observation was used to test the hypothesis. The data were analyzed by using Confirmatory factor Analysis and Structural Equation Modelling. The results illustrate that perceived value plays a partial mediating role between the service quality and customer satisfaction constructs.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 179 citations exist upstream.

References

1992Measuring Service Quality: A Reexamination and Extension 2006Reporting Structural Equation Modeling and Confirmatory Factor Analysis Results: A Review 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1972Principles of Marketing 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach 1982An Investigation into the Determinants of Customer Satisfaction 1992The Self-Regulation of Attitudes, Intentions, and Behavior 2000Customer satisfaction with services: putting perceived value into the equation

Cited by

2020See now, act now: How to interact with customers to enhance social commerce engagement?2018Tourist experience quality and loyalty to an island destination: the moderating impact of destination image 2020A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP 2018Understanding first-class passengers' luxury value perceptions in the US airline industry 2020

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.