The use of lisrel in validating marketing constructs

In this sense, most retail managers would be very interested in the question of how to increase their retention rate and therefore, to elaborate this question in more detail, service quality study in a retail setting would be very important.

Current measures of service quality including SERVQUAL do not adequately capture customers’ perceptions of service quality for retail stores such as department or specialty stores.

We propose a model of e-government trust composed of disposition to trust, trust of the Internet (TOI), trust of the government (TOG) and perceived risk.

A business process or business method is a collection of related, structured activities or tasks that produce a specific service or product (serve a particular goal) for a particular customer or customers.

Citizen confidence in government and technology is imperative to the wide-spread adoption of e-government.

Implications for research and practice are discussed.

Sang-Lin Han and Sung-Tai Hong (2005) ,"Effects of Service Quality on Customer Retention and Word-Of-Mouth in a Retail Setting: Comparative Study of Different Scales", in AP - Asia Pacific Advances in Consumer Research Volume 6, eds.

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However, since SERVQUAL was originally developed to measure the general service quality, it didnt fully consider the underlying characteristics of a specific industry such as retailing.

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