Recognizing that high satisfaction leads to high customer loyalty, companies today are aiming for total customer
satisfaction. This article explains relative impact of product quality, service quality and contextual experience on
customer perceived value and intention to shop in the future. The data has been collected using a questionnaire from
205 customers of a national retailer chain. The relative importance of product quality, service quality and contextual
experience on customer perceived value and thus on customer preference and future intentions was measured using
multiple regression. Also, the contribution of perceived value to preference and thus on future buying intention was
also measured. Structural Equation Model (SEM) using Amos 4 was used to find the overall fitness of the model. It
was found that product quality, service quality and contextual experience have a major influence on customer
perceived value
Description:
European Journal of Business and Management,Vol 3, No.3