The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty

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dc.contributor.author Assaker, Guy
dc.contributor.author Howat, Gary
dc.date.accessioned 2016-05-09T08:39:57Z
dc.date.available 2016-05-09T08:39:57Z
dc.date.copyright 2013 en_US
dc.date.issued 2016-05-13
dc.identifier.issn 1441-3523 en_US
dc.identifier.uri http://hdl.handle.net/10725/3725 en_US
dc.description.abstract 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. en_US
dc.language.iso en en_US
dc.title The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle Empirical results from public, outdoor aquatic centres in Australia en_US
dc.author.school SOB en_US
dc.author.idnumber 199635060 en_US
dc.author.department Department of Hospitality Management and Marketing (HMKT) en_US
dc.description.embargo N/A en_US
dc.relation.journal Sport Management Review en_US
dc.journal.volume 16 en_US
dc.journal.issue 3 en_US
dc.article.pages 268-284 en_US
dc.keywords Service quality en_US
dc.keywords Customer satisfaction en_US
dc.keywords Value en_US
dc.keywords Hierarchical model en_US
dc.keywords Multidimensional construct en_US
dc.keywords Partial least square SEM en_US
dc.keywords Loyalty en_US
dc.identifier.doi http://dx.doi.org/10.1016/j.smr.2012.10.001 en_US
dc.identifier.ctation 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. en_US
dc.author.email guy.assaker@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url http://www.sciencedirect.com/science/article/pii/S1441352312001167 en_US

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