Causal Relationships between Firms Performance, Usage Level, and Customer Satisfaction in the Organizational Market of Hospitality

The objectives of this study were to develop theoretical model that outlined the antecedents of satisfaction in an industrial buying context, to investigate product usage level as an outcome of the two economic factors, and to examine the relationships of product, usage level and service factor with customer satisfaction as the organizational market for hospitality is growing. To figure out the relevant constructs and variables for this study, related literature was reviewed. Then, to satisfy the purposes of the study, structural equation modeling method was utilized with a confirmatory factor analysis. A confirmatory factor analysis examined a four-factor solution developed from the factor analysis. Also, goodness-of-fits for measurement model and structural model were evaluated to test the reliability of both models. The various measures of overall model goodness-of-fit lend acceptable level of support to deeming the results an acceptable representation of the hypothesized constructs. Based on the acceptable level of support for the goodness-of-fit tests, the relationships among the constructs in the model were examined. Finally, two alternative models were proposed and compared to the original model.