The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling
The aim of this article is to investigate the differences in the effect of personal interaction quality and product quality on customer satisfaction between supermarkets and discount markets. To evaluate the data and test the measurement and structural invariance, multi-group structural equation mod...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Faculty of Mechanical Engineering in Slavonski Brod, Faculty of Electrical Engineering in Osijek, Faculty of Civil Engineering in Osijek
2022-01-01
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| Series: | Tehnički Vjesnik |
| Subjects: | |
| Online Access: | https://hrcak.srce.hr/file/412451 |
| _version_ | 1797206635668570112 |
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| author | Batuhan Özkan Fatma Noyan Tekeli |
| author_facet | Batuhan Özkan Fatma Noyan Tekeli |
| author_sort | Batuhan Özkan |
| collection | DOAJ |
| description | The aim of this article is to investigate the differences in the effect of personal interaction quality and product quality on customer satisfaction between supermarkets and discount markets. To evaluate the data and test the measurement and structural invariance, multi-group structural equation modelling is used. The data used in this study were comprised of 52.6% supermarket customers and 47.4% discount market customers. Our results show strong measurement invariance of the scale. There is no significant difference in the construct validity of product and personal interaction quality and customer satisfaction between supermarkets and discount markets. The product and personal interaction quality scores are significantly higher in supermarkets than in discount markets; however, the customer satisfaction scores are significantly lower in supermarkets. The product and personal interaction quality have a significant positive effect on customer satisfaction for both the supermarkets and discount markets. Significant differences are found between the two types of markets in terms of the relationship between personal interaction quality and product quality on customer satisfaction. While the direct effect of product quality on customer satisfaction is higher in discount markets, the direct effect of personal interaction quality on customer satisfaction is the same in discount and supermarkets. |
| first_indexed | 2024-04-24T09:10:09Z |
| format | Article |
| id | doaj.art-1e297ee60978424da60a8d823f471947 |
| institution | Directory Open Access Journal |
| issn | 1330-3651 1848-6339 |
| language | English |
| last_indexed | 2024-04-24T09:10:09Z |
| publishDate | 2022-01-01 |
| publisher | Faculty of Mechanical Engineering in Slavonski Brod, Faculty of Electrical Engineering in Osijek, Faculty of Civil Engineering in Osijek |
| record_format | Article |
| series | Tehnički Vjesnik |
| spelling | doaj.art-1e297ee60978424da60a8d823f4719472024-04-15T18:00:31ZengFaculty of Mechanical Engineering in Slavonski Brod, Faculty of Electrical Engineering in Osijek, Faculty of Civil Engineering in OsijekTehnički Vjesnik1330-36511848-63392022-01-012961876188210.17559/TV-20220207214652The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation ModellingBatuhan Özkan0Fatma Noyan Tekeli1Department of Statistics, Faculty of Arts and Science, Davutpasa Campus, Istanbul, 34220, TurkeyDepartment of Statistics, Faculty of Arts and Science, Davutpasa Campus, Istanbul, 34220, TurkeyThe aim of this article is to investigate the differences in the effect of personal interaction quality and product quality on customer satisfaction between supermarkets and discount markets. To evaluate the data and test the measurement and structural invariance, multi-group structural equation modelling is used. The data used in this study were comprised of 52.6% supermarket customers and 47.4% discount market customers. Our results show strong measurement invariance of the scale. There is no significant difference in the construct validity of product and personal interaction quality and customer satisfaction between supermarkets and discount markets. The product and personal interaction quality scores are significantly higher in supermarkets than in discount markets; however, the customer satisfaction scores are significantly lower in supermarkets. The product and personal interaction quality have a significant positive effect on customer satisfaction for both the supermarkets and discount markets. Significant differences are found between the two types of markets in terms of the relationship between personal interaction quality and product quality on customer satisfaction. While the direct effect of product quality on customer satisfaction is higher in discount markets, the direct effect of personal interaction quality on customer satisfaction is the same in discount and supermarkets.https://hrcak.srce.hr/file/412451customer satisfactionmeasurement invariancemulti-group structural equation modellingpersonal interaction qualityproduct quality |
| spellingShingle | Batuhan Özkan Fatma Noyan Tekeli The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling Tehnički Vjesnik customer satisfaction measurement invariance multi-group structural equation modelling personal interaction quality product quality |
| title | The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling |
| title_full | The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling |
| title_fullStr | The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling |
| title_full_unstemmed | The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling |
| title_short | The Effect of Interaction and Product Quality on Customer Satisfaction: Multi-Group Structural Equation Modelling |
| title_sort | effect of interaction and product quality on customer satisfaction multi group structural equation modelling |
| topic | customer satisfaction measurement invariance multi-group structural equation modelling personal interaction quality product quality |
| url | https://hrcak.srce.hr/file/412451 |
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