Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries
The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Malaysia services sector.The research examines three factors of service quality, trust and perceived value by customers in the banking, insurance, and telecommunic...
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Elsevier Ltd.
2014
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Online Access: | http://repo.uum.edu.my/13391/1/41.pdf http://repo.uum.edu.my/13391/ http://dx.doi.org/10.1016/j.sbspro.2014.11.080 |
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my.uum.repo.133912016-04-18T06:14:48Z http://repo.uum.edu.my/13391/ Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries Rasheed, Firend A. Abadi, Masoumeh F. HF Commerce The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Malaysia services sector.The research examines three factors of service quality, trust and perceived value by customers in the banking, insurance, and telecommunications industry.A quantitative approach was employed to measure the relationships between the variables of the study. Statistical tests included descriptive statistics, internal consistency, reliability, validity, correlation and regression were conducted to determine the relationship and to validate the study.The study found that there is positive relationship between service quality and trust, service quality and perceived value, trust and customer loyalty and perceived value and customer loyalty.Consequently, based on findings, service quality, trust and perceived value are considered to be antecedents of customer loyalty. Elsevier Ltd. 2014 Conference or Workshop Item PeerReviewed application/pdf en cc_by_nc_nd http://repo.uum.edu.my/13391/1/41.pdf Rasheed, Firend A. and Abadi, Masoumeh F. (2014) Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. In: International Conference on Accounting Studies (ICAS) 2014, 18 - 19 August 2014, Putra World Trade Centre, Kuala Lumpur. http://dx.doi.org/10.1016/j.sbspro.2014.11.080 doi:10.1016/j.sbspro.2014.11.080 |
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HF Commerce Rasheed, Firend A. Abadi, Masoumeh F. Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries |
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The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Malaysia services sector.The research examines three factors of service quality, trust and perceived value by customers in the banking, insurance, and telecommunications industry.A quantitative approach was employed to measure the
relationships between the variables of the study. Statistical tests included descriptive statistics, internal consistency, reliability, validity, correlation and regression were conducted to determine the relationship and to validate the study.The study found that there is positive relationship between service quality and trust, service quality and perceived value, trust and customer loyalty and perceived value and customer loyalty.Consequently, based on findings, service quality, trust and perceived value are
considered to be antecedents of customer loyalty. |
format |
Conference or Workshop Item |
author |
Rasheed, Firend A. Abadi, Masoumeh F. |
author_facet |
Rasheed, Firend A. Abadi, Masoumeh F. |
author_sort |
Rasheed, Firend A. |
title |
Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries |
title_short |
Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries |
title_full |
Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries |
title_fullStr |
Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries |
title_full_unstemmed |
Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries |
title_sort |
impact of service quality, trust and perceived value on customer loyalty in malaysia services industries |
publisher |
Elsevier Ltd. |
publishDate |
2014 |
url |
http://repo.uum.edu.my/13391/1/41.pdf http://repo.uum.edu.my/13391/ http://dx.doi.org/10.1016/j.sbspro.2014.11.080 |
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1644281171129925632 |
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13.18916 |