Authors: Anthony Perrone; Ho Yin Wong
Addresses: Faculty of Business, Economics and Law, La Trobe University, Albury-Wodonga Campus, Building 4, Room 4251, Wodonga, Victoria 3689, Australia ' Deakin Graduate School of Business, Faculty of Business and Law, Deakin University, 221 Burwood Highway, Burwood, Victoria 3125, Australia
Abstract: The aim of this quantitative study is to undertake empirical research investigating the nature and magnitude of the determinants of re-purchase intentions from the point of view of service performance and post purchase perceptions. A theoretical model linking service quality issues and re-purchase intentions was developed and tested using structural equation modelling of 318 surveyed participants at various day spa locations. The findings of this study confirm that the enhancement of the delivery of high quality service, an accommodating environment and strengthening relationships with customers are more likely to increase re-purchase intentions. The major values of this study are the establishment of the role of service quality on re-purchase intentions and the mediating role of customer relationship strength. The major limitation of this research is the study was undertaken in a single service industry.
Keywords: services management; customer service; service quality; servicescape; re-purchase intentions; service performance; post purchase perceptions; structural equation modelling; SEM; customer relationship.
International Journal of Services, Economics and Management, 2013 Vol.5 No.3, pp.203 - 221
Received: 22 Oct 2012
Accepted: 19 Jan 2013
Published online: 30 Apr 2014 *