文章基本信息

标题：Measuring the impact of service quality on post-purchase intention
本地全文：下载
作者：Parichehr Yarahmadi Dehnavi ; Ali Mollahosseini ; Mohammadali Forghani 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2014
卷号：4
期号：8
页码：1837-1840
DOI：10.5267/j.msl.2014.6.047
出版社：Growing Science
摘要：This paper presents an empirical investigation to study the effects of service quality on post-purchase intention. The study is applied among some small and medium enterprises (SMEs) in city of Kerman, Iran. There were approximately 300 people working for these units and the study chose 168 people as a sample study. The study used a standard questionnaire consists of 20 questions in Likert scale and distributed it among the sample size. Using structural equation modeling the study has determined that service quality as well as perceived quality influenced positively on customer satisfaction and post-purchase intention.
关键词：Service Quality; Customer Satisfaction; Post-Purchase Intention; SMEs