A Study of Revisit Intentions, Customer Satisfaction, Corporate Image, Emotions and Service Quality in the Hot Spring Industry

This study aims at identifying the dimensions of service quality and examines the relationships among revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry. A multidimensional and hierarchical model is used as a framework to synthesize the effects of service quality and emotions on customer satisfaction, which in turn results in revisit intentions along with corporate image, as perceived by hot spring customers. The results reveal that there are four primary dimensions and 13 subdimensions of service quality perceived by hot spring customers.