Detail Service Quality Dimensions, Perceive Value and Customer Satisfaction: ABC Relationship Model Testing (in IBEJ Vol.2 Issue No.1 (2009)01-18) Bibliografi Author: Yunus, Nek Kamal Yeop ; Ismail, Azman ; Juga, Zubrina Ranee ; Ishak, Salomawati Topik: Service Quality Characteristics; Perceive Value and Customer Satisfaction Bahasa: (EN )     Tahun Terbit: 2009     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: 6. SERVICE QUALITY DIMENSIONS,....pdf (285.53KB; 4 download) 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. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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