UPSI Digital Repository (UDRep)
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UPSI Digital Repository (UDRep)
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| Abstract : Perpustakaan Tuanku Bainun |
| The study aims to investigate the mediating effect of customer satisfaction in the relationship between service quality and customer training intention at the Administrative Training Institution of Nigeria (ASCON). The study employed quantitate approach and used 300 trainees who had attended courses at the Administrative Staff College of Nigeria, as respondents. Survey approach was employed in collecting data and Structural Equation Modelling was used to analyse the data. The results indicated that; i) training service quality has a positive and significant effect on training intention, ii) training service quality has a positive and significant on customer satisfaction, iii) customer satisfaction has a positive and significant effect on training intention, and iv) customer satisfaction partially mediated the relationship between service quality and customer training intention. The implication of the study are that survival of training organizations depends on service quality render to customers. Customers would go for training are based on the service quality provided. Since customer satisfaction partially mediated the relationship of service quality and training intention of customers, customer satisfaction may be one of the many antecedent factor for customer training intention. It is suggested that further study on the construct of service quality should examine inter-relationship among the tangibles, reliability, responsiveness, assurance, empathy, and communication (service quality dimensions). Training organization should improve training strategies, policies and procedure for service quality to enhance customer willingness to train. |
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