Service Quality Dimension

IBEJ Vol.2 Issue No.1 (2009)01-18 ISSN 1985 - 7918 SERVICE QUALITY DIMENSIONS, PERCEIVE VALUE AND guest SATISFACTION: ABC RELATIONSHIP MODEL TESTING 1 Nek Kamal Yeop Yunus, 2Azman Ismail, 3Zubrina Ranee Juga, 4 Salomawati Ishak 1 Faculty of Business and Economics Universiti Pendidikan Sultan Idris, Tanjong Malim, Perak,Malaysia 2 Faculty of Defence Management Universiti Pertahanan Nasional Malaysia 3 Faculty of cognitive Sciences & Human Development Universiti Malaysia Sarawak, Kuching, Malaysia 4 Commerce Department, Sultan Azlan Shah Polytechnics, Behrang,Perak Abstr mask The need was conducted to examine the effect of helping quality and savvyd nourish on client satisfaction using a judge of 150 usable questionnaires gathered from undergraduate students in iodine public university in Sarawak, Malaysia. The outcomes of hierarchical regression analysis showed quaternity important findings: firstly, blood between apprehend value and reliableness importantly gibe with customer satisfaction. Secondly, relationship between perceive value and responsiveness significantly correlated with customer satisfaction. Thirdly, relationship between perceive value and assurance significantly correlated with customer satisfaction.

Fourthly, relationship between perceive value and empathy significantly correlated with customer satisfaction. This result confirms that perceive value does act as a partial mediating variable in the service quality models of the organizational sample. In addition, implications and limitations, as well as directions for future research are elaborated. Keywords: service quality characteristics, perceive value and customer satisfaction 66 IBEJ Vol.2 Issue No.1 (2009)01-18 ISSN 1985-2126 Introduction Service quality and customer satisfaction are inarguably the two core concepts that are at the crux of the marketing theory and practice (Spreng & Mackoy, 1996). In at presents world of intense competition, the key to sustainable... If you want to reduce a full essay, order it on our website: Orderessay

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