Measuring the relationship between firm perceived quality and customer satisfaction and its influence on purchase intentions

This paper provides empirical evidence on the relationship between firm perceived quality (FPQ) and overall customer satisfaction (SAT) on customer purchase intentions (PI). Based on the construction of a scale for measuring firm perceived quality, where aspects related both to the perceived product quality (PPQ) and to the perceived service quality (PSQ) are included, alternative hypotheses are tested in terms of the causal relationship between these constructs. The results show that SAT acts as a mediating variable on the relationships between FPQ and PI, but there is no proof of the existence of interaction between FPQ and SAT. These results explain the apparent contradictions that exist in published works on relationships between these constructs.

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