A multivariate analysis on the impact of service quality determinants on customer satisfaction
This study attempts to throw some more light on the relationship between service quality determinants and customer satisfaction. The relationship between service quality and customer satisfaction has been discussed considerable in the past several years in business and academia alike. Several stu...
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| Main Authors: | , |
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| Format: | Article |
| Published: |
Penerbit ukm
2006
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| Online Access: | http://journalarticle.ukm.my/1817/ http://www.ukm.my/~ppsmfst/jqma/index.html |
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| Summary: | This study attempts to throw some more light on the relationship between service quality
determinants and customer satisfaction. The relationship between service quality and
customer satisfaction has been discussed considerable in the past several years in business and
academia alike. Several studies have proven that service quality determinants have
significantly positive impact on organizational performance. However, much of the literature
looking at service quality determinants lacks detail when investigating the impact of service
quality on customer satisfaction. This study seeks to enhance understandings of relationships
between service quality determinants and customer satisfaction in a public service sector in
Malaysia using Pearsons’ correlation and multiple regression analysis. The findings suggest
that service quality determinants namely; responsiveness, communication, competency,
credibility, reliability and lastly tangibles are very important in service quality provision in the
service sector. The result also highlights the unique contribution of service quality towards
overall customer satisfaction. Conclusion and implications are also discussed |
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