n Management Dynamics : Journal of the Southern African Institute for Management Scientists - The interrelationship between service quality, satisfaction and behavioural intention by customer stage in the service delivery process

Volume 19, Issue 1
  • ISSN : 1019-567X



The purpose of this study is to test the invariance of a theoretical model in order to examine the interrelationship between overall perceptions of service quality, satisfaction and behavioural intentions, based on the customer's stage in the service delivery process. The data were collected through a survey of 260 "early stage" and 264 "late stage" banking customers. In order to test invariance, a structural equation model (SEM) with maximum likelihood estimates of the model parameters was used. The results revealed that the SEM model was invariant across the two service stages, meaning that the same theoretical model is valid for both service stages. The findings provided support for the hypothesis that satisfaction mediates the relationship between service quality and behavioural intentions for both service stages.

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