Service quality, satisfaction, reputation and perceived value as the antecedents of behavioral intentions: A cross-national investigation in mobile communication services

Tektas O. O.

IKTISAT ISLETME VE FINANS, vol.26, no.301, pp.35-58, 2011 (SSCI) identifier

  • Publication Type: Article / Article
  • Volume: 26 Issue: 301
  • Publication Date: 2011
  • Doi Number: 10.3848/iif.2011.301.2901
  • Journal Name: IKTISAT ISLETME VE FINANS
  • Journal Indexes: Social Sciences Citation Index (SSCI)
  • Page Numbers: pp.35-58
  • Hacettepe University Affiliated: Yes

Abstract

This study aims to test and compare the behavioral intentions of customers in mobile communication services in two countries, Turkey and Germany. The model examines the direct and mediating effects among reputation, satisfaction, service quality and perceived value constructs as the antecedents of behavioral intentions. Two sets of data were collected by survey, 230 from Turkey and 217 from Germany. Results reveal that service quality, satisfaction, perceived value and reputation have direct effects on behavioral intentions with some differences between countries. Additionally, the mediating effect of perceived value between service quality and behavioral intentions is observed for both countries. Suggestion for managers and future researches are presented.