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...
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| 格式: | Thesis |
| 語言: | 英语 英语 |
| 出版: |
2004
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| 主題: | |
| 在線閱讀: | https://eprints.ums.edu.my/id/eprint/45188/1/24%20PAGES.pdf https://eprints.ums.edu.my/id/eprint/45188/2/FULLTEXT.pdf |
| _version_ | 1846217803875483648 |
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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. |
| format | Thesis |
| id | oai:eprints.ums.edu.my:45188 |
| institution | Universiti Malaysia Sabah |
| language | English English |
| publishDate | 2004 |
| record_format | eprints |
| 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/ |
| work_keys_str_mv | AT damianusaludah theeffectofservicequalityoncustomerretentionthroughcustomersatisfactionthemalaysianfastfoodindustryperspective AT damianusaludah effectofservicequalityoncustomerretentionthroughcustomersatisfactionthemalaysianfastfoodindustryperspective |