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Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia

Since the difficulties in both defining and measuring it with no overall consensus emerging on either, service quality is a concept that has aroused significant interest and debate in the research literature.Customer satisfaction and service quality are often treated together as functions of custom...

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Main Authors: Ariffin, Ahmad Shabudin, Mohtar, Shahimi, Ibrahim, Amlus, Amlus, Mohamad Harith
Format: Conference or Workshop Item
Language:English
Published: 2012
Subjects:
HD28 Management. Industrial Management
Online Access:http://repo.uum.edu.my/16746/1/3.pdf
http://repo.uum.edu.my/16746/
http://www.ictom.info/proceedings/3rd-2012
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spelling my.uum.repo.167462016-04-20T00:25:59Z http://repo.uum.edu.my/16746/ Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia Ariffin, Ahmad Shabudin Mohtar, Shahimi Ibrahim, Amlus Amlus, Mohamad Harith HD28 Management. Industrial Management Since the difficulties in both defining and measuring it with no overall consensus emerging on either, service quality is a concept that has aroused significant interest and debate in the research literature.Customer satisfaction and service quality are often treated together as functions of customer’s perceptions and expectations and research has revealed that high service quality contribute significantly to profitability.Service quality is requisite to be first measured in order to improve the quality in a service organization.Practitioners and academics are keen on measuring service quality accurately in order to have better understanding of its essential antecedent and consequences, and eventually establish methods for improving and measuring service quality in search for competitive advantage. The aim of this study is to get the previous research finding of service quality that affects the customers’ expectation in online purchasing from the customers’ perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality. 2012-07-04 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/16746/1/3.pdf Ariffin, Ahmad Shabudin and Mohtar, Shahimi and Ibrahim, Amlus and Amlus, Mohamad Harith (2012) Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia. In: 3rd International Conference on Technology and Operations Management (ICTOM2012), 4th-6th July 2012, Bandung, West Java, Indonesia. http://www.ictom.info/proceedings/3rd-2012
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Ariffin, Ahmad Shabudin
Mohtar, Shahimi
Ibrahim, Amlus
Amlus, Mohamad Harith
Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia
description Since the difficulties in both defining and measuring it with no overall consensus emerging on either, service quality is a concept that has aroused significant interest and debate in the research literature.Customer satisfaction and service quality are often treated together as functions of customer’s perceptions and expectations and research has revealed that high service quality contribute significantly to profitability.Service quality is requisite to be first measured in order to improve the quality in a service organization.Practitioners and academics are keen on measuring service quality accurately in order to have better understanding of its essential antecedent and consequences, and eventually establish methods for improving and measuring service quality in search for competitive advantage. The aim of this study is to get the previous research finding of service quality that affects the customers’ expectation in online purchasing from the customers’ perspective. The measurements used were based on the widely accepted SERVQUAL model which is the most common method for measuring service quality.
format Conference or Workshop Item
author Ariffin, Ahmad Shabudin
Mohtar, Shahimi
Ibrahim, Amlus
Amlus, Mohamad Harith
author_facet Ariffin, Ahmad Shabudin
Mohtar, Shahimi
Ibrahim, Amlus
Amlus, Mohamad Harith
author_sort Ariffin, Ahmad Shabudin
title Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia
title_short Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia
title_full Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia
title_fullStr Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia
title_full_unstemmed Measuring service quality using SERVQUAL model: An overview on customers satisfaction of online shopping in Malaysia
title_sort measuring service quality using servqual model: an overview on customers satisfaction of online shopping in malaysia
publishDate 2012
url http://repo.uum.edu.my/16746/1/3.pdf
http://repo.uum.edu.my/16746/
http://www.ictom.info/proceedings/3rd-2012
_version_ 1644282049839759360
score 13.211869

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