Development of service quality dimensions in Malaysia - The case of A multicultural society.
Service quality (SERVQUAL) is now recognized as an integral component of a firm’s customer satisfaction program. Therefore, it is important to understand how consumers perceive the quality of services rend ered, as well as how these perceptions are translated into customer satisfaction and behavi...
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2011
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my.upm.eprints.241252016-01-12T01:54:47Z http://psasir.upm.edu.my/id/eprint/24125/ Development of service quality dimensions in Malaysia - The case of A multicultural society. Ting, Lee Hui Boo, Huey Chern Othman, Mohhidin Service quality (SERVQUAL) is now recognized as an integral component of a firm’s customer satisfaction program. Therefore, it is important to understand how consumers perceive the quality of services rend ered, as well as how these perceptions are translated into customer satisfaction and behavioral intentions. Since delivering high SERVQUAL is the cornerstone of any marketing strategy, the marketer must have the means to measure it. Despite the dearth of SERVQUAL studies in the non-Western market in the literature, the SERVQUAL dimensions have failed to receive much attention outside the Western market. This study attempts to examine the SERVQUAL dimensions of those who are concerned with the hospitality and tourism industry in Malaysia. SEGi University College 2011-07 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/24125/1/Development%20of%20service%20quality%20dimensions%20in%20Malaysia.pdf Ting, Lee Hui and Boo, Huey Chern and Othman, Mohhidin (2011) Development of service quality dimensions in Malaysia - The case of A multicultural society. SEGi Review, 4 (1). pp. 93-108. ISSN 1985-5672 http://www.segi.edu.my/ English |
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Service quality (SERVQUAL) is now recognized as an
integral component of a firm’s customer satisfaction program. Therefore, it is important to understand
how consumers perceive the quality of services rend
ered, as well as how these perceptions are translated into customer satisfaction and behavioral intentions.
Since delivering high SERVQUAL is the cornerstone of any marketing strategy, the marketer must have the means to measure it. Despite the dearth of SERVQUAL studies in the non-Western market in the literature, the SERVQUAL dimensions have failed to receive much attention outside the
Western market. This study attempts to examine the SERVQUAL dimensions of those who are concerned with the hospitality and tourism industry in Malaysia. |
format |
Article |
author |
Ting, Lee Hui Boo, Huey Chern Othman, Mohhidin |
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Ting, Lee Hui Boo, Huey Chern Othman, Mohhidin Development of service quality dimensions in Malaysia - The case of A multicultural society. |
author_facet |
Ting, Lee Hui Boo, Huey Chern Othman, Mohhidin |
author_sort |
Ting, Lee Hui |
title |
Development of service quality dimensions in Malaysia - The case of A multicultural society. |
title_short |
Development of service quality dimensions in Malaysia - The case of A multicultural society. |
title_full |
Development of service quality dimensions in Malaysia - The case of A multicultural society. |
title_fullStr |
Development of service quality dimensions in Malaysia - The case of A multicultural society. |
title_full_unstemmed |
Development of service quality dimensions in Malaysia - The case of A multicultural society. |
title_sort |
development of service quality dimensions in malaysia - the case of a multicultural society. |
publisher |
SEGi University College |
publishDate |
2011 |
url |
http://psasir.upm.edu.my/id/eprint/24125/1/Development%20of%20service%20quality%20dimensions%20in%20Malaysia.pdf http://psasir.upm.edu.my/id/eprint/24125/ http://www.segi.edu.my/ |
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