期刊
7TH INTERNATIONAL ECONOMICS & BUSINESS MANAGEMENT CONFERENCE (IEBMC 2015)
卷 35, 期 -, 页码 388-395出版社
ELSEVIER SCIENCE BV
DOI: 10.1016/S2212-5671(16)00048-4
关键词
Service Quality; Perceived Value; customer satisfactio; airline industry; mediating effect; SEM
This study aims to investigate the interrelationship among service quality, perceived value and customer satisfaction. The data were collected from 5-star Indonesian Airline from Surabaya and Malang, East Java Province, Indonesia. Two hundred observation was used to test the hypothesis. The data were analyzed by using Confirmatory factor Analysis and Structural Equation Modelling. The results illustrate that perceived value plays a partial mediating role between the service quality and customer satisfaction constructs. (C) 2016 The Authors. Published by Elsevier B.V.
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