The moderating effect of perceived value in the relationship between selected service quality features and customer satisfaction.  

Oleh:

Ismail, Azman ; Alli, Norashyikin ; Abdullah, Muhamad Madi ; Tudin, Rabaah

Jenis: Article from Journal - ilmiah nasional
Dalam koleksi: Jurnal Ilmiah Sosial & Humaniora vol. 03 no. 02 (Feb. 2008), page 31.
Topik: Service Quality; Perceived Value; Customer Satisfaction;

Ketersediaan

Perpustakaan PKPM Nomor Panggil: S96 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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Isi artikel

Organizations implementing service quality program will positively motivated customers' perceive value, leading to high satisfaction level. In this study, a survey research method was used to gather 102 usable questionnaires from academic staffs workng in one Malaysian public institution of higher learning. Finding showed that perceive value increased the effect of emphaty on customer satisfaction, unlike responsiveness and assurance. Further, perceive value acts as a partial moderating variable in the service quality model.

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