An examination of the antecedents and consequences of customer satisfaction

被引：6
作者：
Ekinci, Y [1 ]
Sirakaya, E [1 ]
机构：
[1] Univ Surrey, Sch Management, Guildford GU2 7XH, Surrey, England
来源：
CONSUMER PSYCHOLOGY OF TOURISM, HOSPITALITY AND LEISURE, VOL 3 | 2004年
关键词：
D O I：
10.1079/9780851997490.0189
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
This study investigates the relationships between customer satisfaction, service quality and overall attitude. To this end, two conceptual frameworks and ten hypotheses are tested using structural equation modelling. The data are collected in a restaurant setting using a convenience sampling procedure. The findings indicate that the evaluation of service quality leads to customer satisfaction, and satisfaction rather than service quality is a better reflection of overall attitudes. Also, desires congruence and ideal self-congruence are found to be antecedents of customer satisfaction.
引用
收藏
页码：189 / 202
页数：14
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