Measuring the impact of service quality on post-purchase intention

Measuring the impact of service quality on post-purchase intention

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 a...

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Bibliographic Details
Main Authors: Parichehr Yarahmadi Dehnavi, Ali Mollahosseini, Mohammadali Forghani
Format: Article
Language:English
Published: Growing Science 2014-08-01
Series:Management Science Letters
Subjects:
Service Quality
Customer Satisfaction
Post-Purchase Intention
SMEs
Online Access:http://www.growingscience.com/msl/Vol4/msl_2014_203.pdf
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spelling doaj-5046ee694a354786b583a031e263e5572020-11-25T01:30:52ZengGrowing ScienceManagement Science Letters1923-29341923-93432014-08-01481837184010.5267/j.msl.2014.6.047Measuring the impact of service quality on post-purchase intentionParichehr Yarahmadi DehnaviAli Mollahosseini Mohammadali ForghaniThis 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.http://www.growingscience.com/msl/Vol4/msl_2014_203.pdfService QualityCustomer SatisfactionPost-Purchase IntentionSMEs
collection DOAJ
language English
format Article
sources DOAJ
author Parichehr Yarahmadi Dehnavi
Ali Mollahosseini
Mohammadali Forghani
spellingShingle Parichehr Yarahmadi Dehnavi
Ali Mollahosseini
Mohammadali Forghani
Measuring the impact of service quality on post-purchase intention
Management Science Letters
Service Quality
Customer Satisfaction
Post-Purchase Intention
SMEs
author_facet Parichehr Yarahmadi Dehnavi
Ali Mollahosseini
Mohammadali Forghani
author_sort Parichehr Yarahmadi Dehnavi
title Measuring the impact of service quality on post-purchase intention
title_short Measuring the impact of service quality on post-purchase intention
title_full Measuring the impact of service quality on post-purchase intention
title_fullStr Measuring the impact of service quality on post-purchase intention
title_full_unstemmed Measuring the impact of service quality on post-purchase intention
title_sort measuring the impact of service quality on post-purchase intention
publisher Growing Science
series Management Science Letters
issn 1923-2934
1923-9343
publishDate 2014-08-01
description 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.
topic Service Quality
Customer Satisfaction
Post-Purchase Intention
SMEs
url http://www.growingscience.com/msl/Vol4/msl_2014_203.pdf
work_keys_str_mv AT parichehryarahmadidehnavi measuringtheimpactofservicequalityonpostpurchaseintention
AT alimollahosseini measuringtheimpactofservicequalityonpostpurchaseintention
AT mohammadaliforghani measuringtheimpactofservicequalityonpostpurchaseintention
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