SERVICE QUALITY DIMENSIONS, PERCEIVE VALUE AND CUSTOMER SATISFACTION: ABC RELATIONSHIP MODEL TESTING

Authors

  • Nek Kamal Yeop Yunus Faculty of Business and Economics Universiti Pendidikan Sultan Idris, Tanjung Malim, Perak, Malaysia
  • Azman Ismail Faculty of Defence Management, Universiti Pertahanan Nasional Malaysia
  • Zubrina Ranee Juga Faculty of Cognitive Sciences & Human Development Universiti Malaysia Sarawak, Kuching, Malaysia
  • Salomawati Ishak Commerce Department, Sultan Azlan Shah Polytechnics, Behrang, Perak

Keywords:

service quality characteristics, perceive value, customer satisfaction

Abstract

The study was conducted to examine the effect of service quality and perceived value on customer satisfaction using a sample of 150 usable questionnaires gathered from undergraduate students in one public university in Sarawak, Malaysia. The outcomes of hierarchical regression analysis showed four important findings: firstly, relationship between perceive value and reliability significantly correlated 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 partial mediating variable in the service quality models of organizational sample. In addition, implications and limitations, as well as directions for future research are elaborated.

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Published

2009-12-01

How to Cite

Yeop Yunus, N. K., Ismail, A., Ranee Juga, Z., & Ishak, S. (2009). SERVICE QUALITY DIMENSIONS, PERCEIVE VALUE AND CUSTOMER SATISFACTION: ABC RELATIONSHIP MODEL TESTING. International Business Education Journal, 2, 67–80. Retrieved from https://ojs.upsi.edu.my/index.php/IBEJ/article/view/1527