The Influence of Service Quality on Repurchases Intention: Mediating Role of Customer Satisfaction, Trust and Commitment

Abstract

Relations among service quality, customer satisfaction, customer trust, customer commitment and intention to purchase were examined in a path analysis model. The data were collected from 187 customers who have shopping experience in Shahrvand shopping centers. The results showed that service quality directly and positively affects on customer satisfaction, customer trust and customer commitment. Moreover, the results showed that customer satisfaction has positive effect on customer trust, customer commitment and purchase intention. Finally, customer trust and customer commitment had positive effects on intention to purchase.