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

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

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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 (IR)

Year of Publication :	2009
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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.

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