The Mediating Effects of Value on Service Quality-Satisfaction Relationship in Malaysian Tourism Industry

Abstract

The ways to maintain and increase customer satisfaction are always the concern of business providers because high satisfaction is closely related to the customers’ positive word of mouth, revisit intentions, and loyalty; which are the key for the success of long term businesses in today’s customer-focused industry. For that reason, more satisfaction studies, especially on the elements that contribute to higher satisfaction level are needed. Previous researches discovered several explanatory predictors to satisfaction. Nevertheless, in this study, only two variables, i.e. service quality and value were chosen as the antecedent variables associated to satisfaction among international tourists in the context of Malaysian tourism. This study further focused on examining whether service quality has an indirect impact on satisfaction through value, i.e. the mediator effect. The relationships proposed were analysed with structural equation modelling (SEM) analysis using the data gathered from 301 international tourists that have travelled to Malaysia. The findings indicated that both service quality and value are the significant predictors that influence tourist satisfaction. Additionally, the results also indicated that value plays a mediator role in the service quality-satisfaction relationship in the tourism context. Keywords: Satisfaction; Value; Service Quality; Tourist.

Influence of the Quality Perceived of Service of a Higher Education Center on the Loyalty of Students

“…Clemes et al (2013),Kwok et al (2017), andde Oliveira Silva et al (2020). Finally, the relationship between satisfaction → loyalty (H8) is also corroborated among others byChen et al (2005), Alves and Raposo (2007),Tsuji et al (2007),Clemes et al (2008),Huili and Jing (2012),Clemes et al (2013),Sultana and Momen (2017), andde Oliveira Silva et al (2020).…”

“…The causal relationship proposed by Hypothesis H2 (perceived quality → loyalty) is also corroborated by the research carried out by Chandra et al ( 2019 ) and Hassan et al ( 2019 ). The relationship between perceived quality → perceived value (H3) is corroborated by LeBlanc and Nguyen ( 1997 ); Alves and Raposo ( 2007 ); Clemes et al ( 2008 , 2013 ); Huili and Jing ( 2012 ); Kwok et al ( 2017 ), and de Oliveira Silva et al ( 2020 ). The relationship between perceived value → satisfaction (H4) is corroborated by LeBlanc and Nguyen ( 1997 ), Alves and Raposo ( 2007 ), Clemes et al ( 2008 ), Huili and Jing ( 2012 ), Clemes et al ( 2013 ), Kwok et al ( 2017 ), and de Oliveira Silva et al ( 2020 ).…”

“…The relationship between perceived quality → perceived value (H3) is corroborated by LeBlanc and Nguyen ( 1997 ); Alves and Raposo ( 2007 ); Clemes et al ( 2008 , 2013 ); Huili and Jing ( 2012 ); Kwok et al ( 2017 ), and de Oliveira Silva et al ( 2020 ). The relationship between perceived value → satisfaction (H4) is corroborated by LeBlanc and Nguyen ( 1997 ), Alves and Raposo ( 2007 ), Clemes et al ( 2008 ), Huili and Jing ( 2012 ), Clemes et al ( 2013 ), Kwok et al ( 2017 ), and de Oliveira Silva et al ( 2020 ). Finally, the relationship between satisfaction → loyalty (H8) is also corroborated among others by Chen et al ( 2005 ), Alves and Raposo ( 2007 ), Tsuji et al ( 2007 ), Clemes et al ( 2008 ), Huili and Jing ( 2012 ), Clemes et al ( 2013 ), Sultana and Momen ( 2017 ), and de Oliveira Silva et al ( 2020 ).…”

Influencing Factors of Facial Spa Treatment on Visit Intention: An Importance-Performance Matrix Analysis (IPMA) Approach

“…Service quality is one of the attributes that offer differentiation and arouse cusutomers' visit intention (Lien & Kao, 2010). Besides that, Kwok, Jusoh and Khalifah (2017) suggested that the service provider are the key element that determines the perceived service quality among the customers. In addition, Hamenda (2018) stressed that service quality should be introduce in the organisation's strategic plan so that it can improve customers' satisfaction which later lead to loyalty.…”

Motivational Facets, Edu-Tourist and Institutional Physiognomies, And Destination Selection Behaviour in An Augmented S-O-R Model: A Conceptual Review

“…Rapid privatization of higher education in other nations has resulted in low performance. It is widely recognized that the degree to which actual service performance meets the customer's requirements and expectations determines service quality (Kwok et al, 2017). As a result, Malaysia must devise ways to avoid falling into this trap.…”