Skip to main content

2014 | OriginalPaper | Buchkapitel

3. Conceptual Model and Hypotheses

verfasst von : Sik Sumaedi, I Gede Mahatma Yuda Bakti, Nidya Judhi Astrini, Tri Rakhmawati, Tri Widianti, Medi Yarmen

Erschienen in: Public Transport Passengers’ Behavioural Intentions

Verlag: Springer Singapore

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

This chapter presents conceptual model and hypotheses which will be tested later. Chapter three also explains the arguments used for building the model and its hypotheses from both theoretical and empirical sides.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Literatur
Zurück zum Zitat Afzal, H., Khan, M. A., Rehman, K., Ali, I., & Wajahat, S. (2010). Consumer’s trust in the brand: Can it be built through brand reputation, brand competence and brand predictability. International Business Research, 3(1), 43–51. Afzal, H., Khan, M. A., Rehman, K., Ali, I., & Wajahat, S. (2010). Consumer’s trust in the brand: Can it be built through brand reputation, brand competence and brand predictability. International Business Research, 3(1), 43–51.
Zurück zum Zitat Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179–211.CrossRef Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50, 179–211.CrossRef
Zurück zum Zitat Alireza, F., Ali, K., & Aram, F. (2011). How quality, value, image, and satisfaction create loyalty at an Iran telecom. International Journal of Business and Management, 6(8), 271–279.CrossRef Alireza, F., Ali, K., & Aram, F. (2011). How quality, value, image, and satisfaction create loyalty at an Iran telecom. International Journal of Business and Management, 6(8), 271–279.CrossRef
Zurück zum Zitat Alsheikh, L., & Bojei, J. (2012). Customer’s perceived value to use mobile banking services. International Conference on Management, Behavioral Sciences and Economics Issues (ICMBSE’2012), Penang. Alsheikh, L., & Bojei, J. (2012). Customer’s perceived value to use mobile banking services. International Conference on Management, Behavioral Sciences and Economics Issues (ICMBSE’2012), Penang.
Zurück zum Zitat Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1), 73–85.CrossRef Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1), 73–85.CrossRef
Zurück zum Zitat Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex service: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degree of service expertise. International Journal of Service Industry Management, 9, 7–23.CrossRef Andreassen, T. W., & Lindestad, B. (1998). Customer loyalty and complex service: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degree of service expertise. International Journal of Service Industry Management, 9, 7–23.CrossRef
Zurück zum Zitat Armitage C. J., & Christian J. (2006). From attitudes to behavior: Basic and applied research on the theory of planned behaviour. In C. J Amirtage & J. Christian J. (Eds.), Planned behaviour: The relationship between human thought and action. New Jersey: Transaction Publishers. Armitage C. J., & Christian J. (2006). From attitudes to behavior: Basic and applied research on the theory of planned behaviour. In C. J Amirtage & J. Christian J. (Eds.), Planned behaviour: The relationship between human thought and action. New Jersey: Transaction Publishers.
Zurück zum Zitat Aurier, P., & N’Goala, G. (2010). The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the Academy of Marketing Science, 38(3), 303–325.CrossRef Aurier, P., & N’Goala, G. (2010). The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the Academy of Marketing Science, 38(3), 303–325.CrossRef
Zurück zum Zitat Ball, D., Celho, P. S., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272–1293.CrossRef Ball, D., Celho, P. S., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9/10), 1272–1293.CrossRef
Zurück zum Zitat Belch, G. E., & Belch, M. A. (2003). Advertising and promotion: An integrated marketing communicationa perspective, (6th ed.). New York: The McGraw-Hill Companies. Belch, G. E., & Belch, M. A. (2003). Advertising and promotion: An integrated marketing communicationa perspective, (6th ed.). New York: The McGraw-Hill Companies.
Zurück zum Zitat Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245.CrossRef Berry, L. L. (1995). Relationship marketing of services—growing interest, emerging perspectives. Journal of the Academy of Marketing Science, 23(4), 236–245.CrossRef
Zurück zum Zitat Bloemer, J., de Ruyter, Ko., & Peeters, P. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16/7, 276–286. Bloemer, J., de Ruyter, Ko., & Peeters, P. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16/7, 276–286.
Zurück zum Zitat Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intention. Journal of Marketing Research, 30, 7–27.CrossRef Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intention. Journal of Marketing Research, 30, 7–27.CrossRef
Zurück zum Zitat Brandão E. A., Muniz, R. M., Filho, C. G., Rocchiccioli, G. F., Souki, G. Q., & Livramento, R. (2011). Brand relationships on retailing: The impact of image on behavioral intentions of consumers. Review Administration of UFSM, Santa Maria, 4(1), 170–186. Brandão E. A., Muniz, R. M., Filho, C. G., Rocchiccioli, G. F., Souki, G. Q., & Livramento, R. (2011). Brand relationships on retailing: The impact of image on behavioral intentions of consumers. Review Administration of UFSM, Santa Maria, 4(1), 170–186.
Zurück zum Zitat Bruhn, M. (2003). Relationship Marketing Management of Customer Relationship UK: Prentice Hall. Pearson Education Limited Edinburgh Gate Harlow Exxex CM202JE England. Bruhn, M. (2003). Relationship Marketing Management of Customer Relationship UK: Prentice Hall. Pearson Education Limited Edinburgh Gate Harlow Exxex CM202JE England.
Zurück zum Zitat Butcher, K., Sparks, B., & O’Callaghan, F. (2001). Evaluative and relational infuences on service loyalty. International Journal of Service Industry Management, 12, 310–327.CrossRef Butcher, K., Sparks, B., & O’Callaghan, F. (2001). Evaluative and relational infuences on service loyalty. International Journal of Service Industry Management, 12, 310–327.CrossRef
Zurück zum Zitat Chen, Ching-Fu & Tsai, DungChun. (2007). How destination image & evaluative factors affect behavioral intentions? , Tourism Management, 28, 1115–1122 Chen, Ching-Fu & Tsai, DungChun. (2007). How destination image & evaluative factors affect behavioral intentions? , Tourism Management, 28, 1115–1122
Zurück zum Zitat Chen, C. F., & Sai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: involvement as a moderator. Tourism Management, 29, 1166–1171.CrossRef Chen, C. F., & Sai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: involvement as a moderator. Tourism Management, 29, 1166–1171.CrossRef
Zurück zum Zitat Chien-Hsiung, L. (2011). A study on the relations between the brand image and customer satisfaction in catering businesses. African Journal of Business Management, 5(18), 7732-7739, N 1993-8233 ©2011 Academic Journals, Retrieved from http://www.academicjournals.org/AJBM Chien-Hsiung, L. (2011). A study on the relations between the brand image and customer satisfaction in catering businesses. African Journal of Business Management, 5(18), 7732-7739, N 1993-8233 ©2011 Academic Journals, Retrieved from http://​www.​academicjournals​.​org/​AJBM
Zurück zum Zitat Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761–784.CrossRef Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761–784.CrossRef
Zurück zum Zitat Choi, K. S., Cho, W. H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57, 913–921.CrossRef Choi, K. S., Cho, W. H., Lee, S., Lee, H., & Kim, C. (2004). The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study. Journal of Business Research, 57, 913–921.CrossRef
Zurück zum Zitat Chung, I-K., & Lee, M-M. (2003). A study of influencing factors for repurchase intention in internet shopping malls. IEEE. Print ISBN: 0-7695-1926-1. Chung, I-K., & Lee, M-M. (2003). A study of influencing factors for repurchase intention in internet shopping malls. IEEE. Print ISBN: 0-7695-1926-1.
Zurück zum Zitat Cox, P. (2010). Moving people, sustainable transport development. Cape Town: UCT Press. Cox, P. (2010). Moving people, sustainable transport development. Cape Town: UCT Press.
Zurück zum Zitat Cronin, J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68.CrossRef Cronin, J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56, 55–68.CrossRef
Zurück zum Zitat Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218, 0022-4359. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218, 0022-4359.
Zurück zum Zitat Crosby, L.A., Evans, K., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54, 68–81. Crosby, L.A., Evans, K., & Cowles, D. (1990). Relationship quality in services selling: An interpersonal influence perspective. Journal of Marketing, 54, 68–81.
Zurück zum Zitat Dodds, W. B. (1991). In search of value: How price and store name information influence buyer’s product perceptions. The Journal of Service Marketing, 5(3), 27–36.CrossRef Dodds, W. B. (1991). In search of value: How price and store name information influence buyer’s product perceptions. The Journal of Service Marketing, 5(3), 27–36.CrossRef
Zurück zum Zitat Earl, P. E. (2012). Experiential analysis of automotive consumption. Journal of Business Research, 65, 1067–1072.CrossRef Earl, P. E. (2012). Experiential analysis of automotive consumption. Journal of Business Research, 65, 1067–1072.CrossRef
Zurück zum Zitat Falk, T., Hammerschmidt, M., & Schepers, J. J. L. (2010). The service quality satisfaction link revisited: Exploring a symmetries and dynamics. Journal of the Academy of Marketing Science, 38(3), 288–302.CrossRef Falk, T., Hammerschmidt, M., & Schepers, J. J. L. (2010). The service quality satisfaction link revisited: Exploring a symmetries and dynamics. Journal of the Academy of Marketing Science, 38(3), 288–302.CrossRef
Zurück zum Zitat Flavián, C., Guinalíu, M. & Torres, E. (2005). The influence of corporate image on consumer trust: A comparative analysis in traditional versus internet banking , Internet Research, 15 (4), 447–470. Flavián, C., Guinalíu, M. & Torres, E. (2005). The influence of corporate image on consumer trust: A comparative analysis in traditional versus internet banking , Internet Research, 15 (4), 447–470.
Zurück zum Zitat Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 5, 1–21. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 5, 1–21.
Zurück zum Zitat Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 48, 39–50.CrossRef Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 48, 39–50.CrossRef
Zurück zum Zitat Ganesan, S. (1994). Determinant of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1–19.CrossRef Ganesan, S. (1994). Determinant of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1–19.CrossRef
Zurück zum Zitat Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725–737.CrossRef Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725–737.CrossRef
Zurück zum Zitat Gronroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 32(2), 4–20.CrossRef Gronroos, C. (1994). From marketing mix to relationship marketing: Towards a paradigm shift in marketing. Management Decision, 32(2), 4–20.CrossRef
Zurück zum Zitat Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(Winter), 10–13. Grönroos, C. (1988). Service quality: The six criteria of good perceived service quality. Review of Business, 9(Winter), 10–13.
Zurück zum Zitat Ha, J., & Jang, S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29, 2–13.CrossRef Ha, J., & Jang, S. (2010). Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants. International Journal of Hospitality Management, 29, 2–13.CrossRef
Zurück zum Zitat Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Costumer repurchase intention: A general structural equation model. European Journal of Marketing, 16, 1762–1800.CrossRef Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Costumer repurchase intention: A general structural equation model. European Journal of Marketing, 16, 1762–1800.CrossRef
Zurück zum Zitat Hooley, G. J., & Cook, D. (1984). SIMS: A store image monitoring system. International Journal of Advertising, 3, 129–138. Hooley, G. J., & Cook, D. (1984). SIMS: A store image monitoring system. International Journal of Advertising, 3, 129–138.
Zurück zum Zitat Huang, Y-K. (2009). The effect of airline service quality on passengers’ behavioural intentions using servqual scores: A Taiwan case study. Journal of the Eastern Asia Society for Transportation Studies, 8, 2330–2343. Huang, Y-K. (2009). The effect of airline service quality on passengers’ behavioural intentions using servqual scores: A Taiwan case study. Journal of the Eastern Asia Society for Transportation Studies, 8, 2330–2343.
Zurück zum Zitat Ismail, I., Haron, H., Ibrahim, D. N., & Isa, S. M. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal, 21(7), 738–756. Ismail, I., Haron, H., Ibrahim, D. N., & Isa, S. M. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal, 21(7), 738–756.
Zurück zum Zitat Jen, W., & Hu, K. C. (2003). Application of perceived value model to identify factors affecting passengers’ repurchases intention on city bus: A case of the Taipei metropolitan area. Transportation, 30, 307–327.CrossRef Jen, W., & Hu, K. C. (2003). Application of perceived value model to identify factors affecting passengers’ repurchases intention on city bus: A case of the Taipei metropolitan area. Transportation, 30, 307–327.CrossRef
Zurück zum Zitat Jen, W., & Lu, T.-J. (2003). Effects of service quality, customer satisfaction and switching barriers on passenger behavioral intentions in scheduled coach service. Proceedings of the Eastern Asia Society for Transportation Studies, 4, 701–716. Jen, W., & Lu, T.-J. (2003). Effects of service quality, customer satisfaction and switching barriers on passenger behavioral intentions in scheduled coach service. Proceedings of the Eastern Asia Society for Transportation Studies, 4, 701–716.
Zurück zum Zitat Joewono, T. B., & Kubota, H. (2007). User satisfaction with paratransit in competition with motorization in Indonesia: Anticipation of future implications. Transportation, 34, 337–354.CrossRef Joewono, T. B., & Kubota, H. (2007). User satisfaction with paratransit in competition with motorization in Indonesia: Anticipation of future implications. Transportation, 34, 337–354.CrossRef
Zurück zum Zitat Kanibir, H., & Nart, S. (2009). Investigating drivers of choice behavior: Corporate image, perceived risk and trust interactions through reputation management. Journal of Global Strategic Management, 5, 121–134. Kanibir, H., & Nart, S. (2009). Investigating drivers of choice behavior: Corporate image, perceived risk and trust interactions through reputation management. Journal of Global Strategic Management, 5, 121–134.
Zurück zum Zitat Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371.CrossRef Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371.CrossRef
Zurück zum Zitat Keaveney, S. M., Hernman, A., Befurt, R., dan Landwehr, J. R. (2012). The eyes have it: How a car’s face influences consumer categorization and evaluation of product line extensions. Psychology and Marketing, 29(1), 36–51. Keaveney, S. M., Hernman, A., Befurt, R., dan Landwehr, J. R. (2012). The eyes have it: How a car’s face influences consumer categorization and evaluation of product line extensions. Psychology and Marketing, 29(1), 36–51.
Zurück zum Zitat Keegan, W. J., & Green, M. C. (2011). Global Marketing. London: Prentice Hall. 6th Ed. Keegan, W. J., & Green, M. C. (2011). Global Marketing. London: Prentice Hall. 6th Ed.
Zurück zum Zitat Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-crm in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1–19.CrossRef Kim, C., Zhao, W., & Yang, K. H. (2008). An empirical study on the integrated framework of e-crm in online shopping: Evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1–19.CrossRef
Zurück zum Zitat Kotler, Philip. (2003). Marketing insights from A to Z : 80 concepts every manager needs to know. New Jersey: Wiley. Kotler, Philip. (2003). Marketing insights from A to Z : 80 concepts every manager needs to know. New Jersey: Wiley.
Zurück zum Zitat Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25, 887–896.CrossRef Kuo, Y.-F., Wu, C.-M., & Deng, W.-J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25, 887–896.CrossRef
Zurück zum Zitat Kuruuzum, A., & Koksal, C. D. (2010). The impact of service quality on behavioral intention in hospitality industry. International Journal of Business and Management Studies, 2(1), 9–15. Kuruuzum, A., & Koksal, C. D. (2010). The impact of service quality on behavioral intention in hospitality industry. International Journal of Business and Management Studies, 2(1), 9–15.
Zurück zum Zitat Lai, W.-T., & Chen, C.-F. (2011). Behavioral intention of public transit passenger—the role of service quality, perceived value, satisfaction and involvement. Transport Policy, 18, 318–325.CrossRef Lai, W.-T., & Chen, C.-F. (2011). Behavioral intention of public transit passenger—the role of service quality, perceived value, satisfaction and involvement. Transport Policy, 18, 318–325.CrossRef
Zurück zum Zitat Lee, T. M. (2005). The impact of perceptions of interactivity on customer trust and transaction intentions. Journal of Electronic Commerce Research, 6(3), 165–180. Lee, T. M. (2005). The impact of perceptions of interactivity on customer trust and transaction intentions. Journal of Electronic Commerce Research, 6(3), 165–180.
Zurück zum Zitat Lien, T. B., & Yu, C. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on customer satisfaction and loyalty. Journal of Consumer Satisfaction, Disatisfaction, and Complaining Behaviour, 14, 125–140. Lien, T. B., & Yu, C. C. (2001). An integrated model for the effects of perceived product, perceived service quality, and perceived price fairness on customer satisfaction and loyalty. Journal of Consumer Satisfaction, Disatisfaction, and Complaining Behaviour, 14, 125–140.
Zurück zum Zitat Liou, Y., & Tsao, W-Y. (2010). A study on the service model of public transportation: Taiwan railways versus. Taiwan high speed rail corporation. Service Science, 1(2), 32–42. Liou, Y., & Tsao, W-Y. (2010). A study on the service model of public transportation: Taiwan railways versus. Taiwan high speed rail corporation. Service Science, 1(2), 32–42.
Zurück zum Zitat Liu, C., Marchewka, J. T., Lu, J., & Yu, C-S. (2005). Beyond concern—a privacy-trust-behavioral intention. Information and Management, 42, 289–304. Liu, C., Marchewka, J. T., Lu, J., & Yu, C-S. (2005). Beyond concern—a privacy-trust-behavioral intention. Information and Management, 42, 289–304.
Zurück zum Zitat Lovelock, C., et al. (2004). Services marketing in Asia. New Jersey: Prentice Hall. Lovelock, C., et al. (2004). Services marketing in Asia. New Jersey: Prentice Hall.
Zurück zum Zitat Martίn, S. S., & Camarero, C. (2009). How perceived risk affects online buying. Online Information Review, 33(4), 629–654.CrossRef Martίn, S. S., & Camarero, C. (2009). How perceived risk affects online buying. Online Information Review, 33(4), 629–654.CrossRef
Zurück zum Zitat Mayer, R. R., & Greenwood, E. (1980). The Design of Social Policy Research. New Jersey: Prentice-Hall. Mayer, R. R., & Greenwood, E. (1980). The Design of Social Policy Research. New Jersey: Prentice-Hall.
Zurück zum Zitat McClure, S. M., Li, J., Tomlin, D., Cypert, K. S., Montague, L., & Montague, P. (2004). Neural correlates of behavioral preference for culturally familiar drinks. Neuron, 44, 379–387.PubMedCrossRef McClure, S. M., Li, J., Tomlin, D., Cypert, K. S., Montague, L., & Montague, P. (2004). Neural correlates of behavioral preference for culturally familiar drinks. Neuron, 44, 379–387.PubMedCrossRef
Zurück zum Zitat Meng, S. H., Liang, G. S., & Yang, S. H. (2011). The relationship of cruise image, perceived value, satisfaction, and post-purchase behavioral intention on Taiwanese tourists. African Journal of Business Management, 5(1), 19–29. Meng, S. H., Liang, G. S., & Yang, S. H. (2011). The relationship of cruise image, perceived value, satisfaction, and post-purchase behavioral intention on Taiwanese tourists. African Journal of Business Management, 5(1), 19–29.
Zurück zum Zitat Milfelner, B., Snoj, B., & Korda, A. P. (2011). Measurement of perceived quality, perceived value, image, and satisfaction interrelations of hotel services: Comparison of tourists from Slovenia and Italy. Druš. Istraž. Zagre God. 20 (2011), BR. 3 (113), STR. 605–624. Milfelner, B., Snoj, B., & Korda, A. P. (2011). Measurement of perceived quality, perceived value, image, and satisfaction interrelations of hotel services: Comparison of tourists from Slovenia and Italy. Druš. Istraž. Zagre God. 20 (2011), BR. 3 (113), STR. 605–624.
Zurück zum Zitat Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Service Marketing, 25(3), 190–201.CrossRef Minkiewicz, J., Evans, J., Bridson, K., & Mavondo, F. (2011). Corporate image in the leisure services sector. Journal of Service Marketing, 25(3), 190–201.CrossRef
Zurück zum Zitat Molinari, L. K., Abratt, R., & Dion, P. (2008). Satisfaction, quality and effects on repurchase and positive word-of-mouth behavioral intention in a B2B services context. Journal of Services Marketing, 22(5), 363–373.CrossRef Molinari, L. K., Abratt, R., & Dion, P. (2008). Satisfaction, quality and effects on repurchase and positive word-of-mouth behavioral intention in a B2B services context. Journal of Services Marketing, 22(5), 363–373.CrossRef
Zurück zum Zitat Monroe, K. B., & Chapman, J. D. (1987). Framing effects on buyers’ subjective product evaluations. Advances in Consumer Research, 14, 193–197. Monroe, K. B., & Chapman, J. D. (1987). Framing effects on buyers’ subjective product evaluations. Advances in Consumer Research, 14, 193–197.
Zurück zum Zitat Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management, 18, 67–82.CrossRef Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. Hospitality Management, 18, 67–82.CrossRef
Zurück zum Zitat Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyaty in the commercial airline industry. Journal of Travel Research, 32, 16–24.CrossRef Ostrowski, P. L., O’Brien, T. V., & Gordon, G. L. (1993). Service quality and customer loyaty in the commercial airline industry. Journal of Travel Research, 32, 16–24.CrossRef
Zurück zum Zitat Palacio, A. B., Meneses, G. D., & Perez, P. J. P. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), 486–505.CrossRef Palacio, A. B., Meneses, G. D., & Perez, P. J. P. (2002). The configuration of the university image and its relationship with the satisfaction of students. Journal of Educational Administration, 40(5), 486–505.CrossRef
Zurück zum Zitat Palmatier, R. W., Dant, R., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70, 136–153.CrossRef Palmatier, R. W., Dant, R., Grewal, D., & Evans, K. R. (2006). Factors influencing the effectiveness of relationship marketing: A meta-analysis. Journal of Marketing, 70, 136–153.CrossRef
Zurück zum Zitat Park, J. W., Robertson, R., & Wu, C. L. (2005). Investigating the effects of airline service quality on airline image and passengers’ future behavioural intentions: Findings from Australian international air passengers. The Journal of Tourism Studies, 16(1), 2–11. Park, J. W., Robertson, R., & Wu, C. L. (2005). Investigating the effects of airline service quality on airline image and passengers’ future behavioural intentions: Findings from Australian international air passengers. The Journal of Tourism Studies, 16(1), 2–11.
Zurück zum Zitat Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers behavioural intention. Journal of Travel Research, 42, 397–407.CrossRef Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers behavioural intention. Journal of Travel Research, 42, 397–407.CrossRef
Zurück zum Zitat Petrick, J. F., & Backman, S. J. (2002). An examination of the construct of perceived value for the prediction of golf travellers’ intention to revisit. Journal of Travel Research, 41, 38–45. Petrick, J. F., & Backman, S. J. (2002). An examination of the construct of perceived value for the prediction of golf travellers’ intention to revisit. Journal of Travel Research, 41, 38–45.
Zurück zum Zitat Ramzi, Al-R M, & Mohamed, B. (2010). Customer loyalty and the impacts of service quality: The case of five star hotels in Jordan. International Journal of Human and Social Sciences, 5(13), 886–892. Ramzi, Al-R M, & Mohamed, B. (2010). Customer loyalty and the impacts of service quality: The case of five star hotels in Jordan. International Journal of Human and Social Sciences, 5(13), 886–892.
Zurück zum Zitat Randazzo, S. (2006). Subaru: The emotional myths behind the brand’s growth. Journal of Advertising Research, 11–17. Randazzo, S. (2006). Subaru: The emotional myths behind the brand’s growth. Journal of Advertising Research, 11–17.
Zurück zum Zitat Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 9–30.CrossRef Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 9–30.CrossRef
Zurück zum Zitat Ravichandran, K., Bhargavi, K., & Kumar, S. A. (2010). Influence of service quality on banking customers’ behavioural intention. International Journal of Economics and Finance, 2(4), 18–28. Ravichandran, K., Bhargavi, K., & Kumar, S. A. (2010). Influence of service quality on banking customers’ behavioural intention. International Journal of Economics and Finance, 2(4), 18–28.
Zurück zum Zitat Ruiz, D. M., Gremler, D. D., Washburn, J. H., & Carrión, G. C. (2008). Service value revisited: specifying a higher-order, formative measure. Journal of Business Research, 61, 1278–1291.CrossRef Ruiz, D. M., Gremler, D. D., Washburn, J. H., & Carrión, G. C. (2008). Service value revisited: specifying a higher-order, formative measure. Journal of Business Research, 61, 1278–1291.CrossRef
Zurück zum Zitat Ryu, K., Han, H., & Kim, Tae-Hee. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, & behavioral intentions . International Journal of Hospitality Management, 27, 459–469. Ryu, K., Han, H., & Kim, Tae-Hee. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, & behavioral intentions . International Journal of Hospitality Management, 27, 459–469.
Zurück zum Zitat Ryu, K., Lee, H-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223. Ryu, K., Lee, H-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223.
Zurück zum Zitat Sekaran, U., & Bougie, R. (2011). Research Methods for Business: A Skill Building Approach. UK: Wiley. Sekaran, U., & Bougie, R. (2011). Research Methods for Business: A Skill Building Approach. UK: Wiley.
Zurück zum Zitat Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing, 32(3), 305–322.CrossRef Selnes, F. (1998). Antecedents and consequences of trust and satisfaction in buyer-seller relationships. European Journal of Marketing, 32(3), 305–322.CrossRef
Zurück zum Zitat Shafeiha, S., & S Saeednia, H. (2011). Studying the impact of customers’ perceptions from service brand on customer value-loyalty process (Iran Insurance Company). 2010 International Conference on Business and Economics Research, 1, Kuala Lumpur: IACSIT Press, 124–128. Shafeiha, S., & S Saeednia, H. (2011). Studying the impact of customers’ perceptions from service brand on customer value-loyalty process (Iran Insurance Company). 2010 International Conference on Business and Economics Research, 1, Kuala Lumpur: IACSIT Press, 124–128.
Zurück zum Zitat Sharma, P., Chen, I. S. N., & Luk, S. T. T. (2012). Gender and age as moderators in the service evaluation process. Journal of Services Marketing, 26(2), 102–114.CrossRef Sharma, P., Chen, I. S. N., & Luk, S. T. T. (2012). Gender and age as moderators in the service evaluation process. Journal of Services Marketing, 26(2), 102–114.CrossRef
Zurück zum Zitat Sheu, T.-S. (2010). Exploring the differential affections of service quality, sacrifice, perceived value, and customer satisfaction on university students’ favorable and unfavorable behavioral intention. Journal of Quality, 17(6), 483–500. Sheu, T.-S. (2010). Exploring the differential affections of service quality, sacrifice, perceived value, and customer satisfaction on university students’ favorable and unfavorable behavioral intention. Journal of Quality, 17(6), 483–500.
Zurück zum Zitat Shimp, T. A. (2010). Integrated Marketing Communication in Advertising and Promotion (8th ed.). Heinle: South-Western CENGAGE Learning. Shimp, T. A. (2010). Integrated Marketing Communication in Advertising and Promotion (8th ed.). Heinle: South-Western CENGAGE Learning.
Zurück zum Zitat Shukla, P. (2010). Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intention in the service environment. Services Marketing Quarterly, 31, 466–484.CrossRef Shukla, P. (2010). Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intention in the service environment. Services Marketing Quarterly, 31, 466–484.CrossRef
Zurück zum Zitat Solomon, M. R. (2012). Consumer behavior: Buying, having and being (10th ed.). London: Prentice Hall. Solomon, M. R. (2012). Consumer behavior: Buying, having and being (10th ed.). London: Prentice Hall.
Zurück zum Zitat Stank, T. P., Goldsby, T. J., & Vickery, S. K. (1999). Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of Operations Management, 17, 429–447.CrossRef Stank, T. P., Goldsby, T. J., & Vickery, S. K. (1999). Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry. Journal of Operations Management, 17, 429–447.CrossRef
Zurück zum Zitat Sumaedi, S., Bakti, I. G. M. Y., & Yarmen, M. (2012). The empirical study of public transport passengers’ behavioral intentions: the roles of service quality, perceived sacrifice, perceived value, and satisfaction (Case study: Paratransit passengers in Jakarta, Indonesia). International Journal for Traffic and Transport Engineering, 2(1), 83–97. UDC: 656.121.072(594). Sumaedi, S., Bakti, I. G. M. Y., & Yarmen, M. (2012). The empirical study of public transport passengers’ behavioral intentions: the roles of service quality, perceived sacrifice, perceived value, and satisfaction (Case study: Paratransit passengers in Jakarta, Indonesia). International Journal for Traffic and Transport Engineering, 2(1), 83–97. UDC: 656.121.072(594).
Zurück zum Zitat Sun, S.-Y., & Chen, Y.-C. (2012). Constructing the reserach model of determinants of customer satisfaction in online shopping: from the perspectives of justice theory and value theory. International Journal of Information Technology and Computer Science, 5, 1–7.CrossRef Sun, S.-Y., & Chen, Y.-C. (2012). Constructing the reserach model of determinants of customer satisfaction in online shopping: from the perspectives of justice theory and value theory. International Journal of Information Technology and Computer Science, 5, 1–7.CrossRef
Zurück zum Zitat Sureshchandar, G. S., Chandrasekharan, R., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction—a factor specific approach. Journal of Services Marketing, 16(4), 363–379.CrossRef Sureshchandar, G. S., Chandrasekharan, R., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction—a factor specific approach. Journal of Services Marketing, 16(4), 363–379.CrossRef
Zurück zum Zitat Tuskej, U., Golob, U., & Podnar, K. (2013). The role of consumer-brand identification in building brand relationships. Journal of Business Research, 66(1), 53–59. Tuskej, U., Golob, U., & Podnar, K. (2013). The role of consumer-brand identification in building brand relationships. Journal of Business Research, 66(1), 53–59.
Zurück zum Zitat Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30, 481–492.CrossRef Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction and intention. International Journal of Information Management, 30, 481–492.CrossRef
Zurück zum Zitat Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3), 311–327.CrossRef Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships. European Journal of Marketing, 40(3), 311–327.CrossRef
Zurück zum Zitat Von der Heidt, T. (2011). Modelling the complexity of e-loyalty: The role of e-value, e-trust, e-satisfaction, and e-commitment. The (interim) 2011 ANZMAC Conference Proceedings. Von der Heidt, T. (2011). Modelling the complexity of e-loyalty: The role of e-value, e-trust, e-satisfaction, and e-commitment. The (interim) 2011 ANZMAC Conference Proceedings.
Zurück zum Zitat Wen, C-H., Lan, L. W., & Cheng, H-L. (2005).Structural equation modelling to determine passenger loyalty toward intercity bus services. Journal of the Transportation Research Board, 1927, 249–255. Wen, C-H., Lan, L. W., & Cheng, H-L. (2005).Structural equation modelling to determine passenger loyalty toward intercity bus services. Journal of the Transportation Research Board, 1927, 249–255.
Zurück zum Zitat Wilcox, K., Roggenveen, A. L., & Grewal, D. (2011). Shall i tell you now or later? Assimilation and contrast in the evaluation of experiential products. Journal of Consumer Research, 38(4), 763–773.CrossRef Wilcox, K., Roggenveen, A. L., & Grewal, D. (2011). Shall i tell you now or later? Assimilation and contrast in the evaluation of experiential products. Journal of Consumer Research, 38(4), 763–773.CrossRef
Zurück zum Zitat Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means and model and synthesis of evidence. Journal of Marketing, 52, 2–22.CrossRef Zeithaml, V. A. (1988). Consumer perceptions of price, quality and value: a means and model and synthesis of evidence. Journal of Marketing, 52, 2–22.CrossRef
Zurück zum Zitat Zhou, T. (2008). The impact of perceived value on user acceptance of mobile commerce. Proceedings of the 2008 International Symposium on Electronic Commerce and Security, 237–240. Zhou, T. (2008). The impact of perceived value on user acceptance of mobile commerce. Proceedings of the 2008 International Symposium on Electronic Commerce and Security, 237–240.
Zurück zum Zitat Zhou, Z., Zhang, Q., Su, C., & Zhou, N. (2012). How do brand communities generate brand relationships? Intermediate mechanisms. Journal of Business Research, 65, 890–895.CrossRef Zhou, Z., Zhang, Q., Su, C., & Zhou, N. (2012). How do brand communities generate brand relationships? Intermediate mechanisms. Journal of Business Research, 65, 890–895.CrossRef
Zurück zum Zitat Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models—Some experiences in the commercial airline industry. International Journal of Service Industry Management, 12(3), 269–294.CrossRef Zins, A. H. (2001). Relative attitudes and commitment in customer loyalty models—Some experiences in the commercial airline industry. International Journal of Service Industry Management, 12(3), 269–294.CrossRef
Metadaten
Titel
Conceptual Model and Hypotheses
verfasst von
Sik Sumaedi
I Gede Mahatma Yuda Bakti
Nidya Judhi Astrini
Tri Rakhmawati
Tri Widianti
Medi Yarmen
Copyright-Jahr
2014
Verlag
Springer Singapore
DOI
https://doi.org/10.1007/978-981-4585-24-8_3