Tam 2000

The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intentions

excellent article - lit review great - goes into the development of EDP, customer satisfaction, inferred and perceived disconfirmation, performance, perceived performance, service quality, perceived value, and how they are all linked together.
Pg34 has some great lines. Perceived value is conceptualised as a trade-off of perceived benefits relative to perceived sacrifices (monroe 1991). Perceived benefits seen as the "get" component and perceived sacrifices as the "give" component.
Chang and Wildt (1994) found that perceived value was a significant determinant of repurchase decisions.
Methods
Questionnaire given out at a chinese restaurant - 92 usuable responses
3 sections
1 - EDP composite - asking for perfoemance evaluation with expectations and then performance of each attribute.
2 - Overall quality, satisfaction, perceived value and behavioral intentions.
- satisfaction 4 items
- perceived value - 3 items
- behavioural intentions - 4 items
3 demographics
using SEM - structured equation modelling to see the links between EDP, satisfaction, perceived quality, intentions - LISREL 8
regressions looked at
(1) customer satisfaction on perceived value and service quality
(2) behavioural intentions on perceived value and service quality
(3) behavioural intentions on perceived value, service quality and customer satisfaction.
Study showed that satisfaction was a strong determinant of behavioral intentions.
Limitations - value only included monetary value - not time, effort etc.
could be limited to restaurants.