The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty
Drawing on the literature on service quality, value, satisfaction, and loyalty, the present study assumes a hierarchical, multidimensional scheme for perceived quality focussing on four process dimensions of service quality. The aim of this study is to test a comprehensive model of perceived quality...
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| Format: | article |
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2013
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| Online Access: | http://hdl.handle.net/10725/3725 http://dx.doi.org/10.1016/j.smr.2012.10.001 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php http://www.sciencedirect.com/science/article/pii/S1441352312001167 |
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| _version_ | 1864513462080634880 |
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| author | Assaker, Guy |
| author2 | Howat, Gary |
| author2_role | author |
| author_facet | Assaker, Guy Howat, Gary |
| author_role | author |
| dc.creator.none.fl_str_mv | Assaker, Guy Howat, Gary |
| dc.date.none.fl_str_mv | 2013 2016-05-09T08:39:57Z 2016-05-09T08:39:57Z 2016-05-13 |
| dc.identifier.none.fl_str_mv | 1441-3523 http://hdl.handle.net/10725/3725 http://dx.doi.org/10.1016/j.smr.2012.10.001 Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16(3), 268-284. http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php http://www.sciencedirect.com/science/article/pii/S1441352312001167 |
| dc.language.none.fl_str_mv | en |
| dc.relation.none.fl_str_mv | Sport Management Review |
| dc.rights.*.fl_str_mv | info:eu-repo/semantics/openAccess |
| dc.title.none.fl_str_mv | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty Empirical results from public, outdoor aquatic centres in Australia |
| dc.type.none.fl_str_mv | Article info:eu-repo/semantics/publishedVersion info:eu-repo/semantics/article |
| description | Drawing on the literature on service quality, value, satisfaction, and loyalty, the present study assumes a hierarchical, multidimensional scheme for perceived quality focussing on four process dimensions of service quality. The aim of this study is to test a comprehensive model of perceived quality on loyalty in the context of public aquatic centres in Australia. Using partial least squares structural equation modelling (PLS-SEM) on a sample of 961 repeat customers of three outdoor public aquatic centres, results from this study reveal that four first-order process quality dimensions—facility presentation, core services, secondary services and staff—are significant in determining their higher-order perceived quality construct, with facility presentation and staff having the strongest influence. Moreover, the results of the present study indicate that overall satisfaction fully mediates the impact of perceived quality and perceived value on loyalty (behavioural intentions), with perceived quality having the strongest influence on overall satisfaction and loyalty. The present study provides an enhanced conceptualisation of the perceived quality construct in the context of public aquatic centres and contributes to the debate on the relationships among service quality, satisfaction, value, and loyalty in the sport and leisure context. In addition to strengthening theoretical understandings, the present study offers a service quality model that allows aquatic centre managers to identify specific attributes of the service that can be managed to influence loyalty more favourably. |
| eu_rights_str_mv | openAccess |
| format | article |
| id | LAURepo_4e6e1516ed6157773ca093213ef1d72b |
| identifier_str_mv | 1441-3523 Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16(3), 268-284. |
| language_invalid_str_mv | en |
| network_acronym_str | LAURepo |
| network_name_str | Lebanese American University repository |
| oai_identifier_str | oai:laur.lau.edu.lb:10725/3725 |
| publishDate | 2013 |
| repository.mail.fl_str_mv | |
| repository.name.fl_str_mv | |
| repository_id_str | |
| spelling | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyaltyEmpirical results from public, outdoor aquatic centres in AustraliaAssaker, GuyHowat, GaryDrawing on the literature on service quality, value, satisfaction, and loyalty, the present study assumes a hierarchical, multidimensional scheme for perceived quality focussing on four process dimensions of service quality. The aim of this study is to test a comprehensive model of perceived quality on loyalty in the context of public aquatic centres in Australia. Using partial least squares structural equation modelling (PLS-SEM) on a sample of 961 repeat customers of three outdoor public aquatic centres, results from this study reveal that four first-order process quality dimensions—facility presentation, core services, secondary services and staff—are significant in determining their higher-order perceived quality construct, with facility presentation and staff having the strongest influence. Moreover, the results of the present study indicate that overall satisfaction fully mediates the impact of perceived quality and perceived value on loyalty (behavioural intentions), with perceived quality having the strongest influence on overall satisfaction and loyalty. The present study provides an enhanced conceptualisation of the perceived quality construct in the context of public aquatic centres and contributes to the debate on the relationships among service quality, satisfaction, value, and loyalty in the sport and leisure context. In addition to strengthening theoretical understandings, the present study offers a service quality model that allows aquatic centre managers to identify specific attributes of the service that can be managed to influence loyalty more favourably.PublishedN/A2016-05-09T08:39:57Z2016-05-09T08:39:57Z20132016-05-13Articleinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/article1441-3523http://hdl.handle.net/10725/3725http://dx.doi.org/10.1016/j.smr.2012.10.001Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16(3), 268-284.http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.phphttp://www.sciencedirect.com/science/article/pii/S1441352312001167enSport Management Reviewinfo:eu-repo/semantics/openAccessoai:laur.lau.edu.lb:10725/37252021-03-19T09:10:06Z |
| spellingShingle | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty Assaker, Guy |
| status_str | publishedVersion |
| title | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty |
| title_full | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty |
| title_fullStr | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty |
| title_full_unstemmed | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty |
| title_short | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty |
| title_sort | The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty |
| url | http://hdl.handle.net/10725/3725 http://dx.doi.org/10.1016/j.smr.2012.10.001 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php http://www.sciencedirect.com/science/article/pii/S1441352312001167 |