Assessing the effects of service quality on customer satisfaction

Afthanorhan, Asyraf; Awang, Zainudin; Rashid, Norfadzilah; Foziah, Hazimi; Ghazali, Puspa Liza

doi:10.5267/j.msl.2018.11.004

Cited by 185 publications

(192 citation statements)

References 46 publications

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“…In this study, reliability and validity were used to ascertain the fitness of the measurement models. Unidimensionality has been achieved when factor loading value of the measuring items was 0.60 and above for both EFA and CFA of latent construct (Aimran et al, 2017a;Afthanorhan et al, 2019). When the Cronbach's Alpha of each construct that comprises of every variable are 0.70 and above, then the internal reliability is achieved.…”

Section: Reliability and Validity Of The Studymentioning

confidence: 96%

The influence of hospital image and service quality on patients’ satisfaction and loyalty

Asnawi¹,

Awang²,

Afthanorhan³

et al. 2019

10.5267/j.msl

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The increasing numbers of public and private hospitals have resulted in the competitive environment in healthcare industry. This situation needs cooperation and support from the hospitals to focus on setting up compelling hospital image and providing satisfaction to the patients to ensure and secure their loyalty. Therefore, providing a high Service Quality will ensure the patients' satisfaction and loyalty to keep on tapping the service provided. This study reports on a research finding that undertakes to analyze the effect of Image and Service Quality provided by the hospital towards patients' satisfaction and loyalty in public hospital in Terengganu. Structural Equation Modelling (SEM) was used to test the proposed hypothesis model in the study. The finding of this study illustrates that although hospital image did not have any effect on the patients' loyalty, but it had a big impact on patients' satisfaction. Furthermore, patients' satisfaction had a big impact towards patients' loyalty. This study also clarifies that the Service Quality provided by the hospital had a direct influence on the patients' satisfaction and loyalty. Hence, a high service quality provided by the hospital will influence patients' satisfaction and loyalty and a positive and compelling hospital image is an important factor to ensure the patients' satisfaction.

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Section: Reliability and Validity Of The Studymentioning

confidence: 96%

The influence of hospital image and service quality on patients’ satisfaction and loyalty

Asnawi¹,

Awang²,

Afthanorhan³

et al. 2019

10.5267/j.msl

Self Cite

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“…Destination loyalty is conceptualized as having three major components: attitudinal, behavioral and composite loyalty (Zhang et al, 2014;Afthanorhan et al, 2019). Attitudinal loyalty refers to mental expression, for example intention to revisit or suggesting to other potential visitors.…”

Section: Destination Loyaltymentioning

confidence: 99%

Testing mediation roles of place attachment and tourist satisfaction on destination attractiveness and destination loyalty relationship using phantom approach

Nasir¹,

Mohamad²,

Ghani³

et al. 2020

10.5267/j.msl

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The main objective of this research paper is to examine the mediating roles of place attachment and tourist satisfaction on destination attractiveness and loyalty relationship using the phantom approach among foreign tourists visiting Langkawi Island, Malaysia. Tourists from three countries listed in the top 20 international markets visiting Malaysia were chosen as the target population. The survey was conducted at the departure hall of Langkawi International Airport using a simple random sampling method. A total of 365 useful questionnaires were returned and analyzed using Structural Equation Modelling (SEM). The findings of the study have empirically demonstrated that destination attractiveness had no significant direct influence on destination loyalty. However, the study discovered that tourist satisfaction and place attachment fully mediated the relationship between destination attractiveness and destination loyalty. Destination attractiveness has an indirect effect on destination loyalty. The study also illustrated that the tourist satisfaction factor had a stronger mediator effect than place attachment factor in the destination loyalty relationship model. The study suggested several insightful recommendations to the destination management office in maximizing tourist's experience with cultural attractiveness and adequate infrastructure, thereby, enhancing the visitation of international tourists to Langkawi Island.

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“…Las dimensiones que influyen en la calidad general del servicio son notablemente diferentes para las universidades públicas y privadas (Hamid y Yip, 2019). Entre las dimensiones de calidad de servicio, entorno de la biblioteca y el servicio en general eran considerados como de alta importancia (Afthanorhan et al 2019). Existe un porcentaje mayor de satisfechos (47,6%) en aquellos estudiantes que son mujeres y contrario a esto tenemos que los hombres presentan mayor porcentaje de insatisfechos (56,1%).…”

Section: Resultados Y Discusiónunclassified

Factors associated with student’s perception of quality of service college

O¹,

Peralta²,

Sánchez-Chávez-Arroyo³

2019

SCIÉNDO

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RESUMENObjetivo: Determinar cuáles son los factores asociados a la percepción que tienen los estudiantes sobre la calidad del servicio que reciben en la Universidad San Pedro de Chimbote. Método: Descriptivo correlacional Diseño: No experimental transversal; se encuestó a 258 estudiantes de las seis facultades de la Universidad, Se diseñó un instrumento con 9 preguntas para los factores y con 45 ítems tipo Likert para la calidad del servicio, que fue validado por expertos, para elaborar este instrumento se tomó como base el Modelo SERVQUAL y el Modelo de calidad para la acreditación de las carreras profesionales universitarias del CONEAU. Resultados: Se encontró que una la dimensión Extensión universitaria y proyección social es considerada como aceptable (37,2% de insatisfacción) y las otras dimensiones son consideradas como en proceso de mejora (de 40% a 60% de insatisfacción). La Facultad es el único factor que está asociado significativamente con la percepción del estudiante sobre la calidad del servicio (Chi-cuadrado = 19,887 y p=0,001). ABSTRACTObjective: Determine which factors are associated with the perception that students have about the quality of the service they receive at San Pedro de Chimbote University. Method: Correlational description Design: Non-experimental transversal; 258 students from the six faculties of the University were surveyed. An instrument was designed with 9 questions for the factors and with 45 Likert-type items, which was validated by experts, in order to elaborate this instrument, the SERVQUAL Model and the Model were taken as a basis. of quality for the accreditation of the university professional careers of the CONEAU. Results: It was found that one-dimension University Extension and Social Projection is considered as acceptable (37.2% dissatisfaction) and the other dimensions are considered to be in the process of improvement (from 40% to 60% of dissatisfaction). The Faculty is the only factor that is significantly associated with the student's perception of the quality of the service (Chi-square = 19.887 and p=0.001).

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Assessing the effects of service quality on customer satisfaction

Cited by 185 publications

References 46 publications

The influence of hospital image and service quality on patients’ satisfaction and loyalty

The influence of hospital image and service quality on patients’ satisfaction and loyalty

Testing mediation roles of place attachment and tourist satisfaction on destination attractiveness and destination loyalty relationship using phantom approach

Factors associated with student’s perception of quality of service college

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