Work

Development of service quality dimensions in Malaysia - The case of A multicultural society.

Year: 2011

Type: article

Abstract: Service quality (SERVQUAL) is now recognized as an integral component of a firm’s customer satisfaction program. Therefore, it is important to understand how consumers perceive the quality of services rend ered, as well as how these perceptions are translated into customer satisfaction and behavioral intentions. Since delivering high SERVQUAL is the cornerstone of any marketing strategy, the marketer must have the means to measure it. Despite the dearth of SERVQUAL studies in the non-Western market in the literature, the SERVQUAL dimensions have failed to receive much attention outside the Western market. This study attempts to examine the SERVQUAL dimensions of those who are concerned with the hospitality and tourism industry in Malaysia.

Source: Universiti Putra Malaysia Institutional Repository (Universiti Putra Malaysia)

Authors: Lee Hui Ting, Huey Chern Boo, Mohhidin Othman

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2248930160

FWCI: 4.176

Cites: 69

Cited by: 14

Related to: 10