Satisfaction, quality and value and effects on repurchase and positive word-of-mouth behavioral intentions for business-to-business services

This marketing study examines how satisfaction, quality and value affect repurchase and positive word-of-mouth behavioral intentions in the business-to-business setting. The purpose of this study was to empirically test the antecedents and consequences of satisfaction, quality and value, using structural equation modeling to estimate the strengths and relationships among the constructs studied. These relationships indicate how a service should be modified to increase behavioral intentions, and therefore eventual firm performance.; Primary data were used to investigate the relationships among the constructs: disconfirmation of expectations, satisfaction, quality, value, repurchase and positive word-of-mouth behavioral intentions. A survey and model unique to this study were used to examine the relationships and constructs.; The results of this study provided evidence that there are strong significant relationships from: positive disconfirmation of expectations to satisfaction, positive disconfirmation of expectations to quality, value to repurchase, positive word-of-mouth to satisfaction, quality to positive word-of-mouth, positive word-of-mouth to value, disconfirmation of expectations to positive word-of-mouth, and quality to satisfaction. Results of this study also provided evidence that there are significant relationships from: satisfaction to repurchase, positive word-of-mouth to repurchase, and positive disconfirmation of expectations to repurchase. Additional results provided evidence that quality has a weak relation to value. The results provided no evidence for the hypothesized relationships: positive disconfirmation of expectations to value, and quality to repurchase.