Service quality dimensions, perceive value and customer satisfaction: ABC relationship model testing

Yeop Yunus Nek Kamal, Ismail Azman, Juga Zubrina Ranee, Ishak Salomawati,

QR Code Link :
Type :	article
Subject :	H Social Sciences (General)
Main Author :	Yeop Yunus Nek Kamal, Ismail Azman, Juga Zubrina Ranee, Ishak Salomawati,
Title :	Service quality dimensions, perceive value and customer satisfaction: ABC relationship model testing

Year of Publication :

2009

Abstract :

The study was conducted to examine the effect of service quality and perceived value on customer satisfaction using a sample of 150 usable questionnaires gathered from undergraduate students in one public university in Sarawak, Malaysia. The outcomes of hierarchical regression analysis showed four important findings: firstly, relationship between perceive value and reliability significantly correlated with customer satisfaction. Secondly, relationship between perceive value and responsiveness significantly correlated with customer satisfaction. Thirdly, relationship between perceive value and assurance significantly correlated with customer satisfaction. Fourthly, relationship between perceive value and empathy significantly correlated with customer satisfaction. This result confirms that perceive value does act as a partial mediating variable in the service quality models of the organizational sample. In addition, implications and limitations, as well as directions for future research are elaborated.

This material may be protected under Copyright Act which governs the making of photocopies or reproductions of copyrighted materials.
You may use the digitized material for private study, scholarship, or research.

Back to previous page