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Ilyani Ranian Rose
Universiti Kebangsaan Malaysia
Economics, Econometrics & Finance

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Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction Azman Ismail; Ilyani Ranian Rose; Rabaah Tudin; Norazryana Mat Dawi
ETIKONOMI Vol 16, No 2 (2017)
Publisher : Faculty of Economic and Business

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (590.793 KB) | DOI: 10.15408/etk.v16i2.5537

Abstract

This study was undertaken to measure the relationship between service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organizations in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between service qualities features (tangible, reliability, responsiveness, assurance and empathy) with customer satisfaction were positively and significantly correlated with behavioral intentions. This result demonstrates that effect of tangible, reliability, responsiveness, assurance and empathy on behavioral intentions was mediated by customer satisfaction.DOI: 10.15408/etk.v16i2.5537
Co-Authors Azman Ismail Norazryana Mat Dawi Rabaah Tudin