Mediating Effect of Customer Satisfaction on Service Quality and Trust Relationship in Malaysian Banking Industry
The aim of this study is to develop a mediating effect understanding of customer satisfaction on service quality and trust relationship in Malaysia commercial banking industry. The model was developed and later tested by adopting the partial Least Square (PLS) procedure on data collected from a su...
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| Format: | Article |
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2016
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| Online Access: | https://library.oum.edu.my/repository/1357/1/library-document-1357.pdf http://www.ijamee.info/index.php/IJAMEE/article/view/36/34 https://library.oum.edu.my/repository/1357/ |
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| author | Zahir Osman, Ratna Khuzaimah Mohamad, Liana Mohamad, |
| author_facet | Zahir Osman, Ratna Khuzaimah Mohamad, Liana Mohamad, |
| author_sort | Zahir Osman, |
| building | OUM Library |
| collection | Institutional Repository |
| content_provider | Open University Malaysia |
| content_source | OUM Knowledge Repository |
| continent | Asia |
| country | Malaysia |
| description | The aim of this study is to develop a mediating effect understanding of customer satisfaction on service
quality and trust relationship in Malaysia commercial banking industry. The model was developed and
later tested by adopting the partial Least Square (PLS) procedure on data collected from a survey that
yielded 512 usable questionnaires. The findings showed that service quality boosts satisfaction in
Malaysia commercial banking. It was also exposed that satisfaction partially mediates the relationship
between service quality and trust. In future, more research needs to be carried out to explore the role of
satisfaction in Malaysia banking industry. It is important to do the study utilizing experimental design
by capturing longitudinal data in Malaysia banking industry using robust measures. The findings
suggest that the relationship between satisfaction and profitability may reside in satisfaction’s influence
on trust, and that satisfaction plays a crucial function within the Malaysia banking industry. This
research is one of the first known attempts to use PLS to test a mediation effect. (Abstract by author) |
| format | Article |
| id | my.oum.1357 |
| institution | Open University Malaysia |
| publishDate | 2016 |
| record_format | eprints |
| spelling | my.oum.13572021-06-19T05:55:25Z Mediating Effect of Customer Satisfaction on Service Quality and Trust Relationship in Malaysian Banking Industry Zahir Osman, Ratna Khuzaimah Mohamad, Liana Mohamad, HG Finance The aim of this study is to develop a mediating effect understanding of customer satisfaction on service quality and trust relationship in Malaysia commercial banking industry. The model was developed and later tested by adopting the partial Least Square (PLS) procedure on data collected from a survey that yielded 512 usable questionnaires. The findings showed that service quality boosts satisfaction in Malaysia commercial banking. It was also exposed that satisfaction partially mediates the relationship between service quality and trust. In future, more research needs to be carried out to explore the role of satisfaction in Malaysia banking industry. It is important to do the study utilizing experimental design by capturing longitudinal data in Malaysia banking industry using robust measures. The findings suggest that the relationship between satisfaction and profitability may reside in satisfaction’s influence on trust, and that satisfaction plays a crucial function within the Malaysia banking industry. This research is one of the first known attempts to use PLS to test a mediation effect. (Abstract by author) 2016 Article PeerReviewed text https://library.oum.edu.my/repository/1357/1/library-document-1357.pdf http://www.ijamee.info/index.php/IJAMEE/article/view/36/34 Zahir Osman, and Ratna Khuzaimah Mohamad, and Liana Mohamad, (2016) Mediating Effect of Customer Satisfaction on Service Quality and Trust Relationship in Malaysian Banking Industry. International Journal of Advances in Management, Economics and Entrepreneurship, 3 (1). pp. 10-19. ISSN 2349-4468 https://library.oum.edu.my/repository/1357/ |
| spellingShingle | HG Finance Zahir Osman, Ratna Khuzaimah Mohamad, Liana Mohamad, Mediating Effect of Customer Satisfaction on Service Quality and Trust Relationship in Malaysian Banking Industry |
| title | Mediating Effect of Customer Satisfaction on Service Quality and
Trust Relationship in Malaysian Banking Industry |
| title_full | Mediating Effect of Customer Satisfaction on Service Quality and
Trust Relationship in Malaysian Banking Industry |
| title_fullStr | Mediating Effect of Customer Satisfaction on Service Quality and
Trust Relationship in Malaysian Banking Industry |
| title_full_unstemmed | Mediating Effect of Customer Satisfaction on Service Quality and
Trust Relationship in Malaysian Banking Industry |
| title_short | Mediating Effect of Customer Satisfaction on Service Quality and
Trust Relationship in Malaysian Banking Industry |
| title_sort | mediating effect of customer satisfaction on service quality and
trust relationship in malaysian banking industry |
| topic | HG Finance |
| url | https://library.oum.edu.my/repository/1357/1/library-document-1357.pdf http://www.ijamee.info/index.php/IJAMEE/article/view/36/34 https://library.oum.edu.my/repository/1357/ |
| url_provider | http://library.oum.edu.my/repository/ |