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Total Quality Management Volume 12, 2001 - Issue 6
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Original Articles

Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions

Juan Carlos Bou-Llusar
,
César Camisón-Zornoza
&
Ana Belén Escrig-Tena
Pages 719-734 | Published online: 25 Aug 2010

Citations (69)

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Qiuxiang Zhou & Yongjian Pu. (2022) Impact of cultural heritage rejuvenation experience quality on perceived value, destination affective attachment, and revisiting intention: evidence from China. Asia Pacific Journal of Tourism Research 27:2, pages 192-205.
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Elisa Alén. (2018) Reflections on “assessing tourist behavioral intentions through perceived service quality and customer satisfaction”. Journal of Global Scholars of Marketing Science 28:4, pages 358-362.
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Avichai Shuv-Ami, Demetris Vrontis & Alkis Thrassou. (2018) Brand Lovemarks Scale of Sport Fans. Journal of Promotion Management 24:2, pages 215-232.
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Hui-Ju Wang. (2017) Determinants of consumers’ purchase behaviour towards green brands. The Service Industries Journal 37:13-14, pages 896-918.
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Afzaal Ali, Adnan Ali & Mehkar Sherwani. (2017) Shaping Halal Into a Brand? Factors Affecting Consumers’ Halal Brand Purchase Intention. Journal of International Food & Agribusiness Marketing 29:3, pages 234-259.
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Mohammed Bala Banki, Hairul Nizam Bin Ismail, Musa Haruna Danladi & Musa Dalil. (2016) Measuring Hotels Service Quality in Nigeria: A Case Study of Minna Township. Journal of Quality Assurance in Hospitality & Tourism 17:1, pages 71-88.
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Klaus-Peter Wiedmann, Nadine Hennigs, Steffen Schmidt & Thomas Wuestefeld. (2011) Drivers and Outcomes of Brand Heritage: Consumers' Perception of Heritage Brands in the Automotive Industry. Journal of Marketing Theory and Practice 19:2, pages 205-220.
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Tsung-Chi Liu & Li-Wei Wu. (2008) Relationship quality and cross-buying in varying levels of category similarity and complexity. Total Quality Management & Business Excellence 19:5, pages 493-511.
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Kaili Yieh, Yu-Ching Chiao & Ya-Kang Chiu. (2007) Understanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling. Total Quality Management & Business Excellence 18:3, pages 267-284.
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Ma Elisa Alén González & José Antonio Fraiz Brea. (2005) An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas. Journal of Hospitality & Leisure Marketing 13:2, pages 67-90.
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Alım YILMAZ & Rasim Serdar KURDOĞLU. (2023) Brand Foreignness and Anger Decrease Purchase Intentions of Ethnocentric Consumer for National Icon Products. Ege Akademik Bakis (Ege Academic Review).
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Magdy El-Sayed Hashish, Ahmed Hassan Abdou, Shaimaa Abo Khangar Mohamed, Ahmed Saleh Abo Elenain & Wagih Salama. (2022) The Nexus between Green Perceived Quality, Green Satisfaction, Green Trust, and Customers’ Green Behavioral Intentions in Eco-Friendly Hotels: A Structural Equation Modeling Approach. International Journal of Environmental Research and Public Health 19:23, pages 16195.
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Selim YENEN & Yıldıray KIZGIN. (2022) Tüketicilerin ISO 10002 Müşteri Şikâyet Yönetim Performans Algılarının Yeniden Satın Alma Niyetine EtkisiThe Effect of Consumers' Perceptions of ISO 10002 Customer Complaint Management Performance on Repurchasing Intent. Girişimcilik İnovasyon ve Pazarlama Araştırmaları Dergisi 6:11, pages 25-45.
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Chandra Sekhar Patro. (2022) Buyer Insight and Satisfaction on E-Store Shopping. International Journal of Cyber Behavior, Psychology and Learning 12:1, pages 1-13.
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Md. Monirul Islam & Fathema Farjana Hani. (2021) Hopes and reality: consumers’ purchase intention towards whitening cream. Future Business Journal 7:1.
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Michelle Frempomaa Frempong, Yinping Mu, Stephen Sarfo Adu-Yeboah, Md Altab Hossin & Mavis Adu-Gyamfi. (2021) Corporate Sustainability and Firm Performance: The Role of Green Innovation Capabilities and Sustainability-Oriented Supplier–Buyer Relationship. Sustainability 13:18, pages 10414.
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Shahbaz Sharif, Rab Nawaz LodhiWisal AhmadKhurshed Iqbal. (2021) Provider–Recipient Dyadic Interactions: Impact of Service Quality on Customer Behaviours Using a Multi-Modelling Approach. Global Business Review, pages 097215092110388.
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G. Ronald Gilbert, Cleopatra Veloutsou, Mark M.H. Goode & Luiz Moutinho. (2004) Measuring customer satisfaction in the fast food industry: a cross‐national approach. Journal of Services Marketing 18:5, pages 371-383.
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