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Retail service quality, corporate image and behavioural intentions: the mediating effects of customer satisfaction

  • Wantao Yu
    ,
  • Ram Ramanathan
Research Output:
Contribution to journal
Article
 Peer-review

Abstract

This study investigates the relationships between service quality, corporate image, satisfaction and behavioural intentions. A structural equation modelling (SEM) approach is applied to test the proposed conceptual framework, using data collected from 404 supermarket customers in China. The structural model suggests that customer satisfaction fully mediates the impact of retail service quality on behavioural intentions (e.g. intention to recommend and repurchase). The results also indicate that retail service quality significantly influences customer perceptions of corporate image. The relationship between corporate image and behavioural intentions is fully mediated by satisfaction.

Publication Information

Output type

Research Output:
Contribution to journal
Article
 Peer-review

Original language

English

Pages from-to (Number of pages)

Pages 485-505

Journal (Volume, Issue Number)

International Review of Retail, Distribution and Consumer Research (Volume 22, Issue 5)

Publication milestones

  • Published - 01/01/2012

Publication status

Published - 01/01/2012

ISSN

0959-3969

Publication IDs

  • handle.net: 10547/295096
  • Scopus: 84869987360

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