The effect of quality satisfaction and its consequences on customers` behavioral intetions; a study of selected service firms in Tanzania.
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Date
2005
Authors
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Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
The purpose of this study was to research on service firms in Tanzania so as to describe the relationship between the service quality and behavioral intentions through customer satisfaction. The study was carried out in banking and the hotel industries. The findings show that the service quality in an antecedent of customer satisfaction regarding the relationship between the two customers, the finding indicate that the two constructs may be linearly modelled and also have positive association. The level of association is moderate and its extent differs from one service industry to another. Furthermore, it has been observed that evaluation of customer satisfaction is also influenced or moderated by number of environmental factors, which again differ from ne industry to another. The study also reveals that, both service quality and customer satisfaction to behavioural intetions. Further investigations and analysis has shown that this relationship is moderated by some methodological as well as environmental factors. In addition to that, the results of the study suggest that service quality rather than customer satisfaction, is primary in extent of the influence it imposes over behavioural intetions. Final, the study results indicate that relationship with service provider and convenience has a weak influence on customer satisfaction and behavioural intentions but not on service quality.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class mark (THS EAF HF5415.33.T34 A44)
Keywords
Consumer behavior, Consumer preferences, Consumer marketing, Marketing
Citation
Ame, A.M (2005) The effect of quality satisfaction and its consequences on customers` behavioral intetions; a study of selected service firms in Tanzania.Doctoral dissertation, University of Dar es Salaam, Dar es Salaam.