An Analysis of Relationship between Perceived Value, Perceived Quality, Customer satisfaction and Re-purchase Intention in Tehran Department Stores

Ranjbarian, Bahram; Rashid Kaboli, Majid; Sanayei, Ali; Hadadian, Alireza

doi:10.22059/jibm.2012.28613

An Analysis of Relationship between Perceived Value, Perceived Quality, Customer satisfaction and Re-purchase Intention in Tehran Department Stores

Authors

Bahram Ranjbarian

Majid Rashid Kaboli

Ali Sanayei

Alireza Hadadian

10.22059/jibm.2012.28613

Abstract

Today more than ever customer orientation as the most important competitive advantage has gained an increasing importance. This paper aims to examine the relation between perceived value, perceived quality, customer satisfaction, and re-purchase intention in Tehran department stores. This is a descriptive survey study. The statistical population of the research is composed of customers of the three major chain department stores in Tehran. The sample size estimated to be 491. Data gathering instrument was a self administered questionnaire and structural equation modeling (SEM) is used for the data analysis. Findings indicate that in Tehran department stores perceived quality affects perceived value, customer satisfaction, and re-purchase intention. Also perceived value affects customer satisfaction and repurchase intention. Moreover, customer satisfaction affects re-purchase intention. Finally proposed model identifying relation between perceived value, perceived quality, customer satisfaction, and re-purchase intention in Tehran department stores efficiently.

Keywords

Customer Satisfaction

Department Stores.

Perceived Quality

Perceived value

Re-Purchase Intention