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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: Arawati Agus,, Mhd. Suhaimi Ahmad,
Format: Article
Published: Penerbit ukm 2006
Online Access:http://journalarticle.ukm.my/1817/
http://www.ukm.my/~ppsmfst/jqma/index.html
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spelling my-ukm.journal.18172011-06-14T06:57:50Z http://journalarticle.ukm.my/1817/ A multivariate analysis on the impact of service quality determinants on customer satisfaction Arawati Agus, Mhd. Suhaimi Ahmad, 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 Penerbit ukm 2006-07 Article PeerReviewed Arawati Agus, and Mhd. Suhaimi Ahmad, (2006) A multivariate analysis on the impact of service quality determinants on customer satisfaction. Journal of Quality Measurement and Analysis, 2 (1). pp. 17-28. ISSN 1823-5670 http://www.ukm.my/~ppsmfst/jqma/index.html
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/
description 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
format Article
author Arawati Agus,
Mhd. Suhaimi Ahmad,
spellingShingle Arawati Agus,
Mhd. Suhaimi Ahmad,
A multivariate analysis on the impact of service quality determinants on customer satisfaction
author_facet Arawati Agus,
Mhd. Suhaimi Ahmad,
author_sort Arawati Agus,
title A multivariate analysis on the impact of service quality determinants on customer satisfaction
title_short A multivariate analysis on the impact of service quality determinants on customer satisfaction
title_full A multivariate analysis on the impact of service quality determinants on customer satisfaction
title_fullStr A multivariate analysis on the impact of service quality determinants on customer satisfaction
title_full_unstemmed A multivariate analysis on the impact of service quality determinants on customer satisfaction
title_sort multivariate analysis on the impact of service quality determinants on customer satisfaction
publisher Penerbit ukm
publishDate 2006
url http://journalarticle.ukm.my/1817/
http://www.ukm.my/~ppsmfst/jqma/index.html
_version_ 1643735165980114944
score 13.211869

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