Exploring the relationships among service quality features, perceived value and customer satisfaction
Abstract: The purpose of this
paper is to explore the relationships among service quality features
(responsiveness, assurance, and empathy), perceived value and customer
satisfaction in the context of Malaysia. The empirical data are drawn from 102
members of an academic staff of a Malaysian public institution of higher
learning using a survey questionnaire. The results indicate three important
findings: firstly, the interaction between perceived value and responsiveness
was not significantly correlated with customer satisfaction. Secondly, the
interaction between perceived value and assurance also did not correlate
significantly with customer satisfaction. Thirdly, the interaction between perceived
value and empathy correlated significantly with customer satisfaction. Thus the
results demonstrate that perceived value had increased the effect of empathy on
customer satisfaction, but it had not increased the effect of responsiveness
and assurance on customer satisfaction. In sum, this study confirms that
perceived value act as a partial moderating variable in the service quality
models of the organizational sample. In addition, implications and limitations
of this study, as well as directions for future research are discussed.
Author: Azman Ismail, Muhammad
Madi Bin Abdullah, Sebastian K. Francis
Journal Code: jptindustrigg090014
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