A multivariate analysis on the impact of service quality determinants on customer satisfaction

Arawati Agus, and Mhd. Suhaimi Ahmad, (2006) A multivariate analysis on the impact of service quality determinants on customer satisfaction. Journal of Quality Measurement and Analysis, 2 (1). pp. 17-28. ISSN 1823-5670

Full text not available from this repository.

Official URL: http://www.ukm.my/~ppsmfst/jqma/index.html

Abstract

This study attempts to throw some more light on the relationship between service quality determinants and customer satisfaction. The relationship between service quality and customer satisfaction has been discussed considerable in the past several years in business and academia alike. Several studies have proven that service quality determinants have significantly positive impact on organizational performance. However, much of the literature looking at service quality determinants lacks detail when investigating the impact of service quality on customer satisfaction. This study seeks to enhance understandings of relationships between service quality determinants and customer satisfaction in a public service sector in Malaysia using Pearsons’ correlation and multiple regression analysis. The findings suggest that service quality determinants namely; responsiveness, communication, competency, credibility, reliability and lastly tangibles are very important in service quality provision in the service sector. The result also highlights the unique contribution of service quality towards overall customer satisfaction. Conclusion and implications are also discussed

Item Type:Article
Keywords:Service quality; customer satisfaction; service sector
Journal:Journal of Quality Measurement and Analysis
ID Code:1817
Deposited By: Ms. Nor Ilya Othman
Deposited On:14 Jun 2011 06:57
Last Modified:14 Jun 2011 06:57

Repository Staff Only: item control page