Exploring the relationships among service quality features, perceived value and customer satisfaction
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hdl:2099/8228
Tipus de documentArticle
Data publicació2009-06
EditorSchool of Industrial and Aeronautic Engineering of Terrassa (ETSEIAT). Universitat Politècnica de Catalunya (UPC)
Condicions d'accésAccés obert
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continguts d'aquesta obra estan subjectes a la llicència de Creative Commons
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Reconeixement-NoComercial 3.0 Espanya
Abstract
The purpose of this paper is to explore the relationships among service quality
features (responsiveness, assurance, and empathy), perceived value and customer
satisfaction in the context of Malaysia. The empirical data are drawn from 102 members of
an academic staff of a Malaysian public institution of higher learning using a survey
questionnaire. The results indicate three important findings: firstly, the interaction between
perceived value and responsiveness was not significantly correlated with customer
satisfaction. Secondly, the interaction between perceived value and assurance also did not
correlate significantly with customer satisfaction. Thirdly, the interaction between
perceived value and empathy correlated significantly with customer satisfaction. Thus the
results demonstrate that perceived value had increased the effect of empathy on customer
satisfaction, but it had not increased the effect of responsiveness and assurance on
customer satisfaction. In sum, this study confirms that perceived value act as a partial
moderating variable in the service quality models of the organizational sample. In addition,
implications and limitations of this study, as well as directions for future research are
discussed.
CitacióIsmail, Azman; Abdullah, Muhammad Madi Bin; Francis, Sebastian K.. Exploring the relationships among service quality features, perceived value and customer satisfaction. "Journal of Industrial Engineering and Management", Juny 2009, vol. 2, núm. 1, p. 230-250.
Dipòsit legalB-28744-2008
ISSN2013-0953
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