Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia

Building and maintaining successful relationships with customers have become the prime focus for many organizations.The ability of a brand to manage customer relationships in a favourable manner provides a strong platform for its continued success.This paper examines the effect of service quality on...

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Main Authors: Hanaysha, Jalal, Abdullah, Haim Hilman
Format: Article
Language:English
Published: MCSER Publishing, Rome-Italy 2015
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Online Access:http://repo.uum.edu.my/16040/1/5.pdf
http://repo.uum.edu.my/16040/
http://doi.org/10.5901/mjss.2015.v6n4p458
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spelling my.uum.repo.160402016-04-13T06:39:50Z http://repo.uum.edu.my/16040/ Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia Hanaysha, Jalal Abdullah, Haim Hilman HD28 Management. Industrial Management Building and maintaining successful relationships with customers have become the prime focus for many organizations.The ability of a brand to manage customer relationships in a favourable manner provides a strong platform for its continued success.This paper examines the effect of service quality on relationship quality in the Malaysian automobile market.The data was collected using systematic sampling from 287 passenger car users’ at shopping malls in Northern region of Malaysia.The data is analyzed using structural equation modeling on AMOS.The results revealed that service quality has significant positive effect on brand trust, brand commitment, and brand satisfaction.The results also indicated that service quality has significant positive effect on overall relationship quality.Because this study is limited only to individual customers in Northern region of Malaysia, future studies might apply this work to organizational level and expand it to other industry and country contexts for better understandings of how service quality can affect customer relationships.As a result of successful customer relationships, organizations would have greater opportunities to sustain their success and respond to competition. MCSER Publishing, Rome-Italy 2015-07 Article PeerReviewed application/pdf en cc_by http://repo.uum.edu.my/16040/1/5.pdf Hanaysha, Jalal and Abdullah, Haim Hilman (2015) Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia. Mediterranean Journal of Social Sciences, 6 (4). pp. 458-465. ISSN 20399340 http://doi.org/10.5901/mjss.2015.v6n4p458 doi:10.5901/mjss.2015.v6n4p458
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Hanaysha, Jalal
Abdullah, Haim Hilman
Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia
description Building and maintaining successful relationships with customers have become the prime focus for many organizations.The ability of a brand to manage customer relationships in a favourable manner provides a strong platform for its continued success.This paper examines the effect of service quality on relationship quality in the Malaysian automobile market.The data was collected using systematic sampling from 287 passenger car users’ at shopping malls in Northern region of Malaysia.The data is analyzed using structural equation modeling on AMOS.The results revealed that service quality has significant positive effect on brand trust, brand commitment, and brand satisfaction.The results also indicated that service quality has significant positive effect on overall relationship quality.Because this study is limited only to individual customers in Northern region of Malaysia, future studies might apply this work to organizational level and expand it to other industry and country contexts for better understandings of how service quality can affect customer relationships.As a result of successful customer relationships, organizations would have greater opportunities to sustain their success and respond to competition.
format Article
author Hanaysha, Jalal
Abdullah, Haim Hilman
author_facet Hanaysha, Jalal
Abdullah, Haim Hilman
author_sort Hanaysha, Jalal
title Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia
title_short Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia
title_full Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia
title_fullStr Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia
title_full_unstemmed Examining the role of service quality in relationship quality creation: Empirical insights from Malaysia
title_sort examining the role of service quality in relationship quality creation: empirical insights from malaysia
publisher MCSER Publishing, Rome-Italy
publishDate 2015
url http://repo.uum.edu.my/16040/1/5.pdf
http://repo.uum.edu.my/16040/
http://doi.org/10.5901/mjss.2015.v6n4p458
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score 12.925488