The impact of perceived service quality on customers’ repurchase intention: Mediation effect of price perception

  • 976 Views
  • 409 Downloads

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License

The Internet service sector is characterized as highly competitive, so Internet service providers have to seek ways to offer high-quality services to customers. This study measured the impact of perceived service quality on the repurchase intention of customers with the mediating impact of customers’ price perception. Data were gathered by surveying 405 customers of Internet service providers in Amman (Jordan) using the snowball sampling technique; the questionnaire was shared through social medias. Data were analyzed using factor analysis, regression, path analysis, and structural equation modeling (SEM). The results indicate that service quality factors represented by perceived service quality significantly affect customers’ repurchase intention and price perception (p-value is less than 0.05). Furthermore, price perception partially mediates the relationship between perceived service quality and customers’ repurchase intention, with an estimated power of 0.136. Thus far, the mediating variable that explains and predicts the relationship between perceived service quality and customers’ repurchase intention has been overlooked in the extant literature. Therefore, this study employs the role of price perception as a mediator variable. In addition, it provided an accurate assessment of customers’ perceptions of service quality of Internet providers in Amman (Jordan).

view full abstract hide full abstract
    • Figure 1. Study Model
    • Table 1. Descriptive analysis
    • Table 2. Rotated component matrix
    • Table 3. Reliability test
    • Table 4. Correlations
    • Table 5. Regression results (perceived service quality and customers’ repurchase intention)
    • Table 6. Regression results (perceived service quality and price perception)
    • Table 7. Regression results (price perception and customers’ repurchase intention)
    • Table 8. Regression weights and mediation analysis
    • Table A1. The questionnaire items
    • Conceptualization
      Omar Salem, Marietta Kiss
    • Data curation
      Omar Salem
    • Formal Analysis
      Omar Salem
    • Funding acquisition
      Omar Salem
    • Investigation
      Omar Salem
    • Methodology
      Omar Salem
    • Project administration
      Omar Salem
    • Resources
      Omar Salem, Marietta Kiss
    • Software
      Omar Salem
    • Supervision
      Omar Salem, Marietta Kiss
    • Validation
      Omar Salem
    • Visualization
      Omar Salem
    • Writing – original draft
      Omar Salem
    • Writing – review & editing
      Omar Salem, Marietta Kiss
Related Articles

  • Service quality, customers’ satisfaction, and profitability: an empirical study of Saudi Arabian insurance sector

    Anis AliORCID , Mohammad Rumzi TausifORCID doi: http://dx.doi.org/10.21511/imfi.15(2).2018.21
    Investment Management and Financial Innovations Volume 15, 2018         Issue #2         pp. 232-247 Views: 3419 Downloads: 571 TO CITE АНОТАЦІЯ

    Financial performance is the fundamental aspect to test the performance of the companies. The performance of insurance sector, like any other service industry, is supposed to depend significantly on customers. When it comes to customers, it is an established fact that customer satisfaction would be an important element. Customer satisfaction primarily depends on the quality of service it gets. It can be safely hypothesized that better service quality would lead to higher satisfaction, which would ultimately lead to higher profits for the company. Studies on this relationship in the insurance sector for Saudi Arabia are missing. Hence, this study aims at studying both the profitability of companies and quality of service and tries to relate it to customer satisfaction. The results are quite surprising, as the study establishes that although the qualities of services are found wanting in many areas, companies are earning good profits. A probable reason could be the statutory nature of the services. Nevertheless, this study recommends improving the quality of services and differentiating services between age groups for further improvement.

  • The moderating role of firm size and interest rate in capital structure of the firms: selected sample from sugar sector of Pakistan

    Sarfraz HussainORCID , Abdul QuddusORCID , Pham Phat TienORCID , Muhammad RafiqORCID , Drahomíra PavelkováORCID doi: http://dx.doi.org/10.21511/imfi.17(4).2020.29
    Investment Management and Financial Innovations Volume 17, 2020         Issue #4         pp. 341-355 Views: 3401 Downloads: 364 TO CITE АНОТАЦІЯ

    The selection of financing is a top priority for businesses, particularly in short- and long-term investment decisions. Mixing debt and equity leads to decisions on the financial structure for businesses. This research analyzes the moderate position of company size and the interest rate in the capital structure over six years (2013–2018) for 29 listed Pakistani enterprises operating in the sugar market. This research employed static panel analysis and dynamic panel analysis on linear and nonlinear regression methods. The capital structure included debt to capital ratio, non-current liabilities, plus current liabilities to capital as a dependent variable. Independent variables were profitability, firm size, tangibility, Non-Debt Tax Shield, liquidity, and macroeconomic variables were exchange rates and interest rates. The investigation reported that profitability, firm size, and Non-Debt Tax Shield were significant and negative, while tangibility and interest rates significantly and positively affected debt to capital ratio. This means the sugar sector has greater financial leverage to manage the funding obligations for the better performance of firms. Therefore, the outcomes revealed that the moderators have an important influence on capital structure.

  • Sustainability reporting in the light of corporate social responsibility development: economic and legal issues

    Victor SukhonosORCID , Inna MakarenkoORCID Researcher ID doi: http://dx.doi.org/10.21511/ppm.15(1-1).2017.03
    Problems and Perspectives in Management Volume 15, 2017         Issue #1 (cont.)         pp. 166-174 Views: 1703 Downloads: 719 TO CITE АНОТАЦІЯ

    Independent audit assurance of sustainability reporting is the basis for increasing the credibility of the stakeholders, its transparency and reliability; it is a means of implementing legal liability of the company and the evidence of achievement of its legitimacy to the public. The bases for providing such assurance are the standards of implementation of audit tasks in the sphere of sustainable development. Comparative analysis of international practice as for assurance regarding the SR with local realities, based on the reporting database of Ukrainian GRI companies for the 2005-2014 years, witnessed the initial phase of such practices among Ukrainian companies, and the need to strengthen regulatory efforts to determine the legal status of SR auditing standards in Ukraine, ensuring a legal environment and the development of corporate social responsibility initiatives.

Download Preview
Close
Innovative Marketing
Innovative Marketing