An Empirical Examination of the Relationship between Performance, Value, Satisfaction and Repurchase Intentions in a Professional, Business -to- Business Services Context

This empirical study of business-to-business professional services examines, for the first time, the relationship between four key post-purchase constructs: perceived performance, satisfaction, perceived value, and repurchase intentions, in a causal path framework. Furthermore, this is one of the few studies to attempt to disaggregate performance into its component dimensions, and assess the individual impact of each on post-purchase evaluation processes. The results show that the effect of perceived value on repurchase intentions is completely mediated through satisfaction. Further, six performance dimensions were confirmed, with each having a significant impact on both value and satisfaction. The findings therefore add new insight to our understanding of the respective roles of perceived value, satisfaction and post-purchase intentions.