Causal structure model of service quality and perceived value on repurchase intention mediated by customer satisfaction (the case of pharmacies in Tehran)

Service quality is known as a competitive advantage and impacts on customer satisfactiondirectly because of competitive markets and lack of product differentiation. Knowing the mental image of the organization by customers reveals the strengths and weakness points of organization, adopt strategies and enhance performances. The purpose of this article is investigating the impact of service quality and perceived value on the post-purchase intention with the mediation of customer satisfaction.
two questionnaires were designed according to the SERVQUAL model and effective factors of research variables. These two questionnaires were collected from 384 customers of pharmacies in Tehran city and analyzed by structural equation modeling and Smart PLS software used.
The results show that service quality and perceived value affect post-purchase intention. Customer satisfaction affects post-purchase intention as a mediator.
The share of customer satisfaction is more than the two other variables and the share of service quality is less than perceived value.