Kalite, Değer ve Tatminin Davranışsal Niyet Üzerine Etkileri: Perakendecilik Sektöründe Alternatif Modellerin Değerlendirilmesi

The Effects of Quality, Value and Satisfaction on Behavioral Intentions: Evaluation of Alternative Models in the Retail Industry According to Cronin et al., (2000) service evaluation studies in related literature builds on several competing theories and service evolution models related to these theories can be classified into four competing models. In this context, the purpose of the study is to investigate service evolution models suggested by Cronin et al. (2000) within the context of supermarkets in the retail industry. For this purpose, a self-administered questionnaire survey was conducted on 971 common customers of same size and type supermarkets. Service evolution models suggested by Cronin et al., (2000) are analyzed. To test the reliability and validity of model structures, confirmatory factor analysis was performed and the research models were tested with structural equation modeling. The findings of this study indicate that the relationship between service quality and behavioral intentions is indirect when all of related variables are considered collectively