Enhance the quality of service has been an important issue in the service management. The historical literature that mysterious passenger survey the role expectation bias happens, and this impact assessment authenticity, and therefore the impact study will examine the case of the mysterious passenger survey method between service quality, service value, customer satisfaction and behavioral intentions relationship.The research Family Mart store for the study, the survey data to analyze the data, and Cronin, Brady (2000) proposed a model to establish the framework of this study. The empirical results show that customer perceived service quality has a positive impact on service value and customer perceived service quality and service value has a positive influence on the customer satisfaction.
Positive effect on customer perceived service value on behavioral intention another service quality through service value and customer satisfaction has an indirect effect on behavioral intention. The value of services through customer satisfaction indirect effect of service value and customer satisfaction in the service quality on behavioral intent- ions affect the process of mediating effect on behavior intention. Has a mediating effect of customer satisfaction in the service value on behavioral intention to influence the process.
