Service quality as an antecedent in enhancing customers’ behavioural intentions: a case study of Malaysian army medical centers
Behavioural intention is a customer preference to use services provided by service providers and this preference manifests itself in the form of the customer’s readiness to recommend, intention to repurchase, and deliver positive words of mouth regarding the services provided. This has a lot to do...
Saved in:
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
School of Social, Development and Environmental Studies, Faculty of Social Sciences and Humanities, Universiti Kebangsaan Malaysia
2016
|
| Online Access: | http://journalarticle.ukm.my/9823/1/16x.geografia-si-feb16-azman-edam2.pdf http://journalarticle.ukm.my/9823/ http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=2&ver=loc |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | Behavioural intention is a customer preference to use services provided by service providers and this preference
manifests itself in the form of the customer’s readiness to recommend, intention to repurchase, and deliver positive
words of mouth regarding the services provided. This has a lot to do with the ability of providers to effectively offer
services which are not only tangible but also reliable, responsive, reassuring, and empathic. Extant studies in this
field reveal that the ability of service providers to appropriately deliver these qualities in performing daily job may
have a significant impact on customers’ behavioural intentions. Even though this relationship has been studied
widely the role of service quality as an important antecedent has been relatively ignored in current organizational
quality research literature. In this light, this study was undertaken to measure the relationship between service quality
and behavioural intention. Primary data were gathered from 128 customers and eleven administrative staff and
doctors of the military hospitals in Peninsular Malaysia. The outcome of a SmartPLS path model analysis
confirmed that the ability of organizations to properly implement quality in medical services would enhance the
intention of customers to continuously use the services. |
|---|