ETIKONOMI
Vol 16, No 2 (2017)

Relationship between Service Quality and Behavioral Intentions: The Mediating Effect of Customer Satisfaction

Azman Ismail (Universiti Kebangsaan Malaysia)
Ilyani Ranian Rose (Universiti Kebangsaan Malaysia)
Rabaah Tudin (UCSI University Kuching Campus)
Norazryana Mat Dawi (Sunday University Business School)

Article Info

Publish Date
03 Jul 2017

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

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Journal Info
ETIKONOMI
Website

Abbrev

etikonomi

Publisher

Universitas Islam Negeri Syarif Hidayatullah Jakarta

Subject

Economics, Econometrics & Finance

Description

Etikonomi is a peer-reviewed journal on Economics, Business and Management by Faculty of Economic and Business State Islamic University (UIN) Syarif Hidayatullah Jakarta. FOCUS This journal focused on economics, business, and management studies and present developments through the publication of ...