Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions

Abstract

Recognizing that high satisfaction leads to high customer loyalty, companies today are aiming for total customer\nsatisfaction. This article explains relative impact of product quality, service quality and contextual experience on\ncustomer perceived value and intention to shop in the future. The data has been collected using a questionnaire from\n205 customers of a national retailer chain. The relative importance of product quality, service quality and contextual\nexperience on customer perceived value and thus on customer preference and future intentions was measured using\nmultiple regression. Also, the contribution of perceived value to preference and thus on future buying intention was\nalso measured. Structural Equation Model (SEM) using Amos 4 was used to find the overall fitness of the model. It\nwas found that product quality, service quality and contextual experience have a major influence on customer\nperceived value