The behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.
This study focuses on the impacts of service quality and examines the mediating effects of customer satisfaction and customer loyalty on willingness to pay more. The authors collected survey data from 479 actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses. The results reveal six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions. This study contributes to the existing literature by exploring the dimensionality of the service quality construct and mediating effects of customer satisfaction and customer loyalty in a non-Western setting.
a Shenyang Pharmaceutical University , Shenyang , China.
Yuwen
Y
Chen
Frank Q
FQ
Fu
D000293:Adolescent; D000328:Adult; D000368:Aged; D002648:Child; D002681:China; D003258:Consumer Behavior / Q000191:economics*; D036262:Empirical Research; D005252:Fees, Pharmaceutical; D006801:Humans; D008297:Male; D008875:Middle Aged; D008962:Models, Theoretical; D017060:Patient Satisfaction / Q000191:economics*; D010604:Pharmacy / Q000458:organization & administration* / Q000592:standards; D011787:Quality of Health Care; D011795:Surveys and Questionnaires; D055815:Young Adult
customer loyalty; customer satisfaction; service quality