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Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations

Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of...

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Main Authors: Azman Ismail,, Hafizah Omar Zaki,, Ilyani Ranlan Rose,
Format: Article
Language:English
Published: School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia 2016
Online Access:http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf
http://journalarticle.ukm.my/10324/
http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=7&ver=loc
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spelling my-ukm.journal.103242017-04-20T09:30:38Z http://journalarticle.ukm.my/10324/ Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose, Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of effective service quality as comprising five core components: tangibility, reliability, responsiveness, assurance and empathy. This study was conducted to measure the relationship between service quality, customer satisfaction and customers’ loyalty. Selfreport questionnaires were used to collect data from customers who received treatments at the armed forces health organizations in Peninsular Malaysia. The outcomes of SmartPLS path model analysis demonstrated that the ability of organization to appropriately implement tangibility, reliability, responsiveness, assurance and empathy in performing daily job had strongly invoked customer satisfaction, which in turn might lead to enhanced customers’ loyalty. Nevertheless, future research in this field should consider exploring further individual similarities and differences in influencing the implementation of service quality by organizations, other research designs that can better describe the patterns of change and the direction and magnitude of causal relationships amongst variables of interest, the need for more diverse organizations to be involved, other specific technical and environmental qualities as an important link between service quality and many aspects of customer outcomes, and the use of a larger sample sizes. School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia 2016-05 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf Azman Ismail, and Hafizah Omar Zaki, and Ilyani Ranlan Rose, (2016) Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations. Geografia : Malaysian Journal of Society and Space, 12 (7). pp. 47-59. ISSN 2180-2491 http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=7&ver=loc
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of effective service quality as comprising five core components: tangibility, reliability, responsiveness, assurance and empathy. This study was conducted to measure the relationship between service quality, customer satisfaction and customers’ loyalty. Selfreport questionnaires were used to collect data from customers who received treatments at the armed forces health organizations in Peninsular Malaysia. The outcomes of SmartPLS path model analysis demonstrated that the ability of organization to appropriately implement tangibility, reliability, responsiveness, assurance and empathy in performing daily job had strongly invoked customer satisfaction, which in turn might lead to enhanced customers’ loyalty. Nevertheless, future research in this field should consider exploring further individual similarities and differences in influencing the implementation of service quality by organizations, other research designs that can better describe the patterns of change and the direction and magnitude of causal relationships amongst variables of interest, the need for more diverse organizations to be involved, other specific technical and environmental qualities as an important link between service quality and many aspects of customer outcomes, and the use of a larger sample sizes.
format Article
author Azman Ismail,
Hafizah Omar Zaki,
Ilyani Ranlan Rose,
spellingShingle Azman Ismail,
Hafizah Omar Zaki,
Ilyani Ranlan Rose,
Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
author_facet Azman Ismail,
Hafizah Omar Zaki,
Ilyani Ranlan Rose,
author_sort Azman Ismail,
title Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_short Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_full Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_fullStr Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_full_unstemmed Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_sort interlinkages between service quality, customer satisfaction and customer loyalty in malaysia: a case study of armed forces medical organizations
publisher School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia
publishDate 2016
url http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf
http://journalarticle.ukm.my/10324/
http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=7&ver=loc
_version_ 1643738082384543744
score 13.211869

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