A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies
Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan presta...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2015
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| Subjects: | |
| Online Access: | http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf http://eprints.usm.my/30932/ |
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| Summary: | Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti
perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor
dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan
prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan prestasi perniagaan;
(e) memahami kesan langsung pengalaman pelanggan dan prestasi perniagaan; dan (f)
mengkaji kesan pengantaraan pengalaman pelanggan pada kualiti perkhidmatan, sifat
stor dan prestasi perniagaan.
The aim of this study was to: (a) examine the direct effect of Service Quality
and Customer Experience; (b) understand the direct effect of Store Attributes and
Customer Experience; (c) examine the direct effect of Service Quality and Business
Performance; (d) investigate the direct effect of Store Attributes and Business
Performance; (e) understand the direct effect of Customer Experience and Business
Performance; and (f) investigate the mediation effect of Customer Experience on
Service Quality, Store Attributes and Business Performance. |
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