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...
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School of Social, Development and Environmental Studies, Faculty of Social Sciences and Humanities, Universiti Kebangsaan Malaysia
2016
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| 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 |
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my-ukm.journal.98232016-12-14T06:50:57Z http://journalarticle.ukm.my/9823/ Service quality as an antecedent in enhancing customers’ behavioural intentions: a case study of Malaysian army medical centers Azman Ismail, Ilyani Ranlan Rose, Nur Afiqah Foboy, 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. School of Social, Development and Environmental Studies, Faculty of Social Sciences and Humanities, Universiti Kebangsaan Malaysia 2016-02 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/9823/1/16x.geografia-si-feb16-azman-edam2.pdf Azman Ismail, and Ilyani Ranlan Rose, and Nur Afiqah Foboy, (2016) Service quality as an antecedent in enhancing customers’ behavioural intentions: a case study of Malaysian army medical centers. Geografia : Malaysian Journal of Society and Space, 12 (2). pp. 179-190. ISSN 2180-2491 http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=2&ver=loc |
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| description |
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. |
| format |
Article |
| author |
Azman Ismail, Ilyani Ranlan Rose, Nur Afiqah Foboy, |
| spellingShingle |
Azman Ismail, Ilyani Ranlan Rose, Nur Afiqah Foboy, Service quality as an antecedent in enhancing customers’ behavioural intentions: a case study of Malaysian army medical centers |
| author_facet |
Azman Ismail, Ilyani Ranlan Rose, Nur Afiqah Foboy, |
| author_sort |
Azman Ismail, |
| title |
Service quality as an antecedent in enhancing customers’
behavioural intentions: a case study of Malaysian army medical
centers |
| title_short |
Service quality as an antecedent in enhancing customers’
behavioural intentions: a case study of Malaysian army medical
centers |
| title_full |
Service quality as an antecedent in enhancing customers’
behavioural intentions: a case study of Malaysian army medical
centers |
| title_fullStr |
Service quality as an antecedent in enhancing customers’
behavioural intentions: a case study of Malaysian army medical
centers |
| title_full_unstemmed |
Service quality as an antecedent in enhancing customers’
behavioural intentions: a case study of Malaysian army medical
centers |
| title_sort |
service quality as an antecedent in enhancing customers’
behavioural intentions: a case study of malaysian army medical
centers |
| publisher |
School of Social, Development and Environmental Studies, Faculty of Social Sciences and Humanities, Universiti Kebangsaan Malaysia |
| publishDate |
2016 |
| url |
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 |
| _version_ |
1643737916848996352 |
| score |
13.211869 |