An Investigation of the Relationship Among Service Quality, Customer Satisfaction and Behavioural Intentions in Spanish Health Spas

Abstract

ABSTRACT Taken as a final variable in a pattern in which service quality and customer satisfaction are related, customer behavioral intentions seem to be an underesearched relationship. Using a model with the preceding concepts, this article shows how perceived quality is related to behavioral intentions by analyzing customer satisfaction. All appropriate measures are identified by means of a personal interview with customers who attend spa resorts. The results obtained demonstrate the importance of service quality on customer satisfaction as well as on behavioral intentions.