The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective

The current research was conducted to examine the influence of the service quality dimensions using the five (5) dimensions of SERVQUAL (Parasuraman et. al., 1988) namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy as the measurement of perceived service quality on Customer Retent...

पूर्ण विवरण

ग्रंथसूची विवरण
मुख्य लेखक: Damianus Aludah
स्वरूप: थीसिस
भाषा:अंग्रेज़ी
अंग्रेज़ी
प्रकाशित: 2004
विषय:
HF5410-5417.5 Marketing. Distribution of products
ऑनलाइन पहुंच:https://eprints.ums.edu.my/id/eprint/45188/1/24%20PAGES.pdf
https://eprints.ums.edu.my/id/eprint/45188/2/FULLTEXT.pdf
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author Damianus Aludah
author_facet Damianus Aludah
author_sort Damianus Aludah
description The current research was conducted to examine the influence of the service quality dimensions using the five (5) dimensions of SERVQUAL (Parasuraman et. al., 1988) namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy as the measurement of perceived service quality on Customer Retention through Customer Satisfaction in the fast-food industry in Sabah. The results provide support for the theory that there are significant positive relationships between the five dimensions of service quality and customer satisfaction on the one hand and between the five dimensions of service quality and customer retention through customer satisfaction on the other hand.
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language English
English
publishDate 2004
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spelling oai:eprints.ums.edu.my:451882025-09-23T09:00:03Z https://eprints.ums.edu.my/id/eprint/45188/ The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective Damianus Aludah HF5410-5417.5 Marketing. Distribution of products The current research was conducted to examine the influence of the service quality dimensions using the five (5) dimensions of SERVQUAL (Parasuraman et. al., 1988) namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy as the measurement of perceived service quality on Customer Retention through Customer Satisfaction in the fast-food industry in Sabah. The results provide support for the theory that there are significant positive relationships between the five dimensions of service quality and customer satisfaction on the one hand and between the five dimensions of service quality and customer retention through customer satisfaction on the other hand. 2004 Thesis NonPeerReviewed text en https://eprints.ums.edu.my/id/eprint/45188/1/24%20PAGES.pdf text en https://eprints.ums.edu.my/id/eprint/45188/2/FULLTEXT.pdf Damianus Aludah (2004) The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective. Masters thesis, Universiti Malaysia Sabah.
spellingShingle HF5410-5417.5 Marketing. Distribution of products
Damianus Aludah
The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
title The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
title_full The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
title_fullStr The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
title_full_unstemmed The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
title_short The effect of service quality on customer retention through customer satisfaction: The Malaysian fast food industry perspective
title_sort effect of service quality on customer retention through customer satisfaction the malaysian fast food industry perspective
topic HF5410-5417.5 Marketing. Distribution of products
url https://eprints.ums.edu.my/id/eprint/45188/1/24%20PAGES.pdf
https://eprints.ums.edu.my/id/eprint/45188/2/FULLTEXT.pdf
url-record https://eprints.ums.edu.my/id/eprint/45188/
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