DOES THE CONSEQUENCES OF OVERALL SERVICE QUALITY AND TRANSACTION SPECIFIC SERVICE QUALITY DIFFER?

Abstract

The goal of the present paper is to propose an integrated model that assessing the relative impact of “overall service quality” and “transaction specific service quality” on customer (dis)satisfaction, complaint behavior, word of mouth and repurchase intention independently. A model is proposed that integrates the overall service quality and transaction specific service quality under a single framework. The paper uses confirmatory factor analysis and structural equation modeling to analyze and confirm the conceptual model proposed in this research. According to findings, consumers feel dissatisfaction and complaint if they perceive transaction specific service quality low. However, overall service quality significantly effects loyalty and word of mouth behavior of hotel visitors

Keywords: Behavioral Consequences, Overall service quality, Transaction specific service quality, hotel industry

Article Review Status: Published

Pages: 52-65 (Download PDF)

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