Top PDF Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction

Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction

Development, Validity and Reliability of Perceived Service Quality in Retail Banking and its Relationship With Perceived Value and Customer Satisfaction

Despite its popularity, the concept of service quality in the marketing literature is still ambiguously and vaguely defined. Several measure- ment scales have been proposed, but some of these take into account only the method of measurement and ignore the idea that the same instrument may not be able to be automatically applied in different in- dustries or in different cultures. Therefore the purpose of this paper is twofold: first to validate the perceived retail banking service scale in the case of a small transitional economy of Europe, and second to re- search service quality-customer satisfaction relationship and the role of perceived value within it. Content validity, face validity, construct va- lidity, convergent validity, discriminant validity as well as nomological validity were assessed with efa, cfa and sem. The present research is the first attempt to measure the relationships among the concepts re- searched in the retailing banking industry in transitional economies in Europe. Therefore, its major finding, that the perceived value variable has a potential to be mediating variable between perceived quality and customer satisfaction relationship in retail banking settings, could be of interest also for other researchers in transitional economies in Europe and also for researchers from other environments.
Show more

19 Read more

Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value

Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value

A statistical package (SPSS) version 17.0 is used to analyze the questionnaire data. Firstly, the validity and reliability of measurement scales is measured. Secondly, Pearson correlation analysis and descriptive statistics is conducted to analyze the constructs and test direct relationship between independent variable and dependent variable. Thirdly, stepwise regression analysis is used to examine the mediating effect of perceived value of perceived service quality on customer satisfaction. By using stepwise regression analysis, this study may assess the direct relationship between independent and dependent variables as well as show the causal relationship and the nature of relationship between variables. It can accurately quantify the magnitude and direction of each independent variable, and vary the mediating variable relationship between many independent variables and one dependent variable. The mediator variable can be clearly measured when a previously significant effect of predictor variables is reduced to non significant or reduced in terms of effect size after the inclusion of mediator variables into the analysis (Baron and Kenny, 1986).
Show more

10 Read more

THE EFFECTS OF SERVICE QUALITY, RELATIONAL BENEFITS, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN HAIR SALON INDUSTRY

THE EFFECTS OF SERVICE QUALITY, RELATIONAL BENEFITS, PERCEIVED VALUE AND CUSTOMER SATISFACTION TOWARDS CUSTOMER LOYALTY IN HAIR SALON INDUSTRY

The first hypothesis is testing about the relationship between service quality and customer satisfaction. The result indicates that there is a positive relationship between these two variables which is consistent with the research conducted by Cronin and Taylor (1992). The authors conducted a research in four industry- banking, fast food, dry-cleaning and pest-control for the purpose of identifying the interrelationship between service quality, customer satisfaction and purchase intention and the result showed that the service quality was the antecedent of customer satisfaction. The construct of service quality and customer satisfaction is to a certain extent, highly related. Besides, the result of the study also supported through the finding of Woodside, Frey and Daly (1989). The author signifies that their study results also gave support to the idea that service quality and customer satisfaction are two related constructs. Lastly, Sureshchandar, Rajendran and Anantharaman (2002) indicated that increase in either service quality or satisfaction is likely to cause the other one variable to increase as well in banking industry and there is a high relationship between the two variables.
Show more

138 Read more

Brand credibility, perceived quality and perceived value: a study of customer satisfaction

Brand credibility, perceived quality and perceived value: a study of customer satisfaction

In other words, the perceived quality of service will influence customer satisfaction, which will in turn lead to brand loyalty. In general, it is about the customer’s feeling of product quality and the features provided to them such as performance and reliability of the product and the promises made by the product brand to meet the expectations of the customers (Zeithaml, 2000). If the component of perceived quality and satisfaction become regular then it is perfect for brand loyalty. Thus, perceived quality has positive effect on brand satisfaction. Seen quality has likewise an impact on the brand trust as suggested by many researchers (Corritore et al., 2003). Perceived value is defined as the value of product according to its price in the mind of customers. Customers do not know the cost incurred on the products. After using the product, the customer will analyse through feelings whether the price of the product is more than it’s worth or not. This is the point that makes a customer willing to pay for the product or not. In such situations manufacturers or producers will apply marketing strategies to create higher value of the product and services in the eyes of customer. The customer evaluates whether the product quality and services meet expectations (Olsen, 2002). It is a relative concept that can change based on the people’s experiences and expectations of the product brand. Some researchers and practitioners considered the relationship of perceived quality and satisfaction, Olsen (2002), Darsono and Junaedi (2006).
Show more

13 Read more

Perceived influence of relationship communication on insurance service quality and customer satisfaction

Perceived influence of relationship communication on insurance service quality and customer satisfaction

The term Empathy with regards to customer satisfaction means the belief by the customer that the company understands the situation of the customer as portrayed in the message (PARASURAMAN; ZEITHMAN; BERRY, 1988). Customer expectation is the standard of service expected from the company by the customer. Personal value is the recognition accorded the customer as a partner in the business relationship as reflected in the communication process (GRONROOS, 2000) . Reliability is the ability to deliver the quality of services with regard to time, manner, and cost as promised (PARASURAMAN; ZEITHMAN; BERRY, 1988). The term Responsiveness means the readiness of the insurer to respond to the insured as required. Credibility is the trust placed on the marketer by the customer based on experience (KOTLER; KELLER, 2012). Assurance (Physical evidence) is the tangible proof supplied to the customer with regard to specific service performance (PARASURAMAN; ZEITHMAN; BERRY, 1988). The second hypothesis was proposed based on Gronroos’ definition of personal value accorded to the customer through relationship communication that would enhance the customer’s satisfaction.
Show more

25 Read more

The impact of perceived service quality dimensions on customer satisfaction in the airline industry in Ghana

The impact of perceived service quality dimensions on customer satisfaction in the airline industry in Ghana

The purpose of this study is to survey the relationship between service quality and customer satisfaction and the main objective is to discuss the impact of perceived service quality dimensions on customer satisfaction in the airline industry in Ghana. The data were collected with self-administered questionnaire and interview. Perceived service quality was measured using modified SERVQUAL model. The Questionnaires were distributed to only international airline passengers at Kotoka international airport, Accra, Ghana at both arrival and departure Terminal. Descriptive analysis, reliability and validity analysis and correlation analysis, were performed to analyze the data. The findings revealed that all five dimensions of perceived service quality, namely responsiveness, reliability, empathy, Assurance, and tangibles had a significant and positive relationship with customer satisfaction. These results indicate in the
Show more

16 Read more

Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature

Service Quality, Customer Satisfaction, Perceived Value and Brand Loyalty: A Critical Review of the Literature

Factors such as service quality, consumer satisfaction, and value are frequently viewed as key building blocks of customer loyalty (Chen, 2008). Cronin et al., (2000) provided evidence that customer satisfaction, value and quality directly influence behavioral intentions. A higher quality of service, perceived value and high levels of satisfaction can result in positive behavioral intentions and ultimately loyalty. In general authors agree that service quality, customer satisfaction and perceived value are important antecedents of brand loyalty. But only a few of them study these constructs as interlinked. They are intangible, complex and relatively vague, but also strategically important concepts. There are only a few researches which study the relationship between these factors in the same context. There is a need for studying these factors interlinked in the same context in different service industries. No research has simultaneously compared the relative influence of these three important constructs on service encounter outcomes (Cronin et al., 2000). This gap generates a new call for a research to examine simultaneously the relative influence of these constructs towards brand loyalty in the service sector. Also, most of the studies till now are done in developed countries, so there is a need to validate these models in developing countries, across different settings and cultures. According to Bowen and Shoemaker (1998), customer loyalty is particularly important to the hotel industry because of the strong competition. There are not similar studies in Albania. As tourism is considered an important means of development, there must be studies on it. The hotel sector is an important part of the holistic and tourism industry.
Show more

6 Read more

The Role of Religiosity on The Influence of Muslim Customer Perceived Value To Customer Satisfaction of Islamic Banking

The Role of Religiosity on The Influence of Muslim Customer Perceived Value To Customer Satisfaction of Islamic Banking

The successfull of Islamic Banking on the global market depends on the company’s commitment to provide excellent service to their customers. The concept of Muslim customer perceived value (MCPV) is composed of six dimensions that consists of quality, price, emotional value, social value, Islamic phisical attribute, and Islamic non phisical attribute. The purposes of this research are to determine the influence of MCPV to customer satisfaction of Islamic Banking at Malang Raya dan the role of religiosity in moderating those effects. One hundred and four respondents, who are customers of Islamic Banking, were involved in this research. Accidental sampling was used as sampling technique and instrument was tested by validity and reliability testing. Futhermore, data were analized by moderated regression analysis (MRA). The results of this research shows (1) Simoultaneously, Muslim customer perceived value (MCPV) influences the customer satisfaction and partially, there are only three variables that influence customer satisfaction such as price, social value, and Islamic non phisical attribute. Other variables such as quality, emotional value, and Islamic phisical attribute does not influence customer satisfaction; (2) Religiosity as a moderating variable on the influence Islamic non phisical attribute to the customer satisfaction. The moderating effect is streghtening the existing influence.
Show more

5 Read more

Customer Perceptions of Online Banking Service Quality and Its Relationship With Customer Satisfaction and Loyalty

Customer Perceptions of Online Banking Service Quality and Its Relationship With Customer Satisfaction and Loyalty

There is growing evidence of variation in the outcomes of studies on the dimensions of e-service quality that have surfaced in an attempt to address the key attributes of service quality of online services, directly or indirectly, (Han & Baek, 2004; Parasuraman, Zeithaml & Malhotra, 2005). Barnes and Vidgen (2003) developed the Web Quality instrument (WebQual) with 24 items, specifically for online service quality measurement. Seven dimensions, namely reliability, competence, responsiveness, access, credibility, communication and understanding of the individual were established. The model developed by Parasuraman et al. (2005), referred to as the electronic service quality instrument (E-SQ) comprised seven dimensions, namely efficiency, fulfilment, system availability, privacy, responsiveness, compensation and contact. Various other researchers used modified versions of e-service quality dimensions (Santos, 2003; Yang & Fang, 2004; Jun & Cai, 2001) to measure these dimensions in different types of retail settings.
Show more

9 Read more

The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector

The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector

loyalty strategy from an only-satisfaction strategy can substantially increase customer retention and reduce marketing costs (Stan, Caemmerer, & Cattan-Jallet, 2013). Camarero et al. (2005) found from a Spanish case study that customer loyalty has positive impacts on both a firm’s mar- ket performance and its economic performance. Generally, customer loyalty has been referred to as the link between customer attitude, repeat purchasing, and financial performance (Heskett et al., 2008). In terms of the antecedents of customer loyalty, a number of constructs have been proposed by previous studies. Yee, Yeung, and Cheng (2010) found that employee loyalty, service quality, and customer satisfaction have a positive influence on customer loyalty in a high-contact service industry. In addition, according to Oliver (1999), loyalty can be developed through differ- ent phases, which are cognitive sense, affective sense, conative manner, and finally behavioural manner. The first three phases are usually referred as attitudinal loyalty which are dependent on the experiences that customers have with service providers (overall satisfaction). Completing these three stages can lead to the behavioral loyalty as the final stage. This evolvement process of customer loyalty is confirmed by a meta-analysis about the antecedents of customer loyalty by Pan, Sheng and Xie (2012). In this study, by conducting a meta-analysis, the authors also found the empirical evidences supporting that customer satisfaction, trust, commitment and loyalty program memberships have positive influences on customer loyalty. In addition, the product- related attributes such as quality, value, brand reputation and switching cost also determine level of loyalty from customers. In this study, the author attempt to evaluate the relationships between customer loyalty and two other constructs which are popular in relationship marketing, espe- cially in service context industry, customer satisfaction and service quality.
Show more

14 Read more

RELATIONSHIP AMONG CUSTOMER PERCEIVED VALUE, SATISFACTION, LOYALTY AND SWITCHING COST IN INTERNET BANKING SERVICE

RELATIONSHIP AMONG CUSTOMER PERCEIVED VALUE, SATISFACTION, LOYALTY AND SWITCHING COST IN INTERNET BANKING SERVICE

Primary data is the main source for this study when the quantitative method was conducted. It mentions to the data that this study have through data observing or directly collecting from survey, observation or experimentation. The questionnaires were conducted by survey to get primary data. Survey was conducted by sent correctly to customers who use internet banking service at Joint Stock Commercial Bank for Foreign Trade of Vietnam (Vietcombank) Binh Duong Branch, Vietnam Joint Stock Commercial Bank for Industry and Trade (Vietinbank) Binh Duong Branch, Vietnam Bank for Agriculture and Rural Development (Agribank) Di An transaction office and Investment and Industrial Development Corporation (Becamex IDC) Binh Duong Province with the help of staff in these companies. Respondents were required to do this survey as soon as possible and the completely survey will be collected right away. Moreover, through some related theories and researches, primary data may be also collected with carefully review.
Show more

101 Read more

ASSESSING THE EFFECTS OF ONLINE SERVICE QUALITY ON LOYALTY AND THE MEDIATION ROLE OF CUSTOMER SATISFACTION AND PERCEIVED VALUE

ASSESSING THE EFFECTS OF ONLINE SERVICE QUALITY ON LOYALTY AND THE MEDIATION ROLE OF CUSTOMER SATISFACTION AND PERCEIVED VALUE

Abstract: Drawn on 428 online banking users, this study proposed and tests a scale to assess online service quality. Thereafter, the study also proposed and tests a structural model that to assess the mediation role of perceived value and customer satisfaction between the constructs of service quality and customer loyalty. The scale validity was confirmed by means of exploratory and confirmatory factor analysis. Structural equation modeling was used to assess the causal effects and the mediation role was assessed based on Sobel tests. Five dimensions including Efficiency, Performance Capacity, Security, Responsiveness and Contact were confirmed as underlying factors of perceived online service quality. Perceived service quality was shown to have direct/indirect effects on customer loyalty through perceived value and customer satisfaction. Besides, perceived value and customer satisfaction were also found to directly and positively affect customer loyalty. However, only their partially mediation effects were confirmed. Hence, antecedents such as online service quality, perceived value and satisfaction can be used to forecast customer loyalty online service. However, it is more important to increase customer perceived value and customer satisfaction in the first place by enhancing service quality, instead of fixing what went wrong to overcome dissatisfaction.
Show more

12 Read more

Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services

Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking Services

Reliability refers to the ability to deliver expected standard at all time, how the organization handle customer services problem, performing right services for the first time, providing services within promised time and maintaining error free record. In regards to ATMs services, Jay and Barry (2014) noted that the reliability of machine parts or product parts is considered as consistently good in quality or performance which is able to be treated at any time. For ATM environment condition and technical reliability are equated to reliable design that is functional. Stiakakis and Georgiadis (2009) found reliability as fundamental criterion of superior electronic service quality. Yang and Fang (2004) stated that reliability consists of accurate order of fulfilment, accurate record, accurate quote, accurate billing, and accurate calculation of commissions which keep the service promising to the customer. There are the two important factors that give effects to the banking service; consistency and dependability. First, consistency refers to uniformity or compatibility between things or parts. This means that the quality is always the same, doing things in the same way and having the same standards. Frei et al. (1999) suggest that service quality should include uniformity of service output around an ideal target value determined by customers. Banks need to address the changing needs in predictable and consistent manner. Second, dependability refers to the assurance of providing services as expected. Trust is another key factor influencing the adoption of various types of service in electronic banking (Rexha et al., 2003). For that reason, ATM security has been considered as one of major concerns for financial institutions. While ATM dominated the machine-customer interaction, expectation of occurrence for errors during employee-customer interaction at bank premises can be minimised. For that reason, ATMs should provide accurate transaction such as correct details of customers, routine transaction records, and receipt printing. Information accuracy and order accuracy is another critical dimension in providing online service quality (Collier & Bienstock, 2006).
Show more

8 Read more

Customer perceived value and customer loyalty in retail banking in Kenya

Customer perceived value and customer loyalty in retail banking in Kenya

management to take a look at strategies that emphasise relationship creation in service delivery which lead to stronger customer loyalty in retail banking. The study further shows that customers who perceive their bank staffs to give caring, customized service and individualised attention) tend to be more loyal than those who perceive their banks to be investing more in tangibles. Put another way, providing customers with care and individualised attention is more important than providing a conducive business environment to the customer that appeals emotional aspects of the service experience. Therefore, bank managers would be well advised to focus on the employee training programmes so that they can offer personalized or customized service. This will result in the development and maintenance of a long-term relationship with the customers. Customer perceived value one of the critical success factors that influence the competitiveness of retail banking organizations. A bank can differentiate itself from competitors by providing high customer perceived value. The findings of the study showed that the dimensions of customer perceived value can be used by banks to attract and maintain their customers. To survive in the competitive banking industry, banks have to develop new strategies which will satisfy their customers. Since it is impossible to have product differentiation in a competitive environment like the banking industry (Ioanna, 2002) as all banks are delivering the same products, bank management should try to differentiate their firm from competitors through service delivery. Today’s customers have more choices for their financial needs than ever before (Harwood, 2002).
Show more

13 Read more

Muslim customer perceived value on customer satisfaction and loyalty: religiosity as a moderation

Muslim customer perceived value on customer satisfaction and loyalty: religiosity as a moderation

customer perceived value in banking services includes functional value development, functional value of personnel, functional value of service, functional value of price, emotional value, and social value. Mahmoud and Abduh (2014) stated that perceived value positively affects interest to support Sharia banking in Russia. Rasyeed and Abadi (2014) stated that there is a significant relationship between perceived value and consumer loyalty. Chang and Wang (2011) argued that customer perceived value affects customer satisfaction and loyalty. Rahayu (2016) stated that there are three variables to affect partially on customer satisfaction, namely emotional value, social value, and Islamic nonphysical attribute. The other three variables of quality, price, and Islamic physical attributes have no partial effect on customer satisfaction. One concept development of customer perceived value is Muslim customer perceived value (MCPV). It can be applied to Sharia banking industry as recommended by Eid and Ghohary (2015). During this time the concept has been applied at Muslim countries in Middle East. Sharia banking industry in Indonesia has largest Muslim consumers and largest potential market that has not been serviced well. Some Muslim societies are even fanatical to choose Islamic banks with profit sharing rule, not interest or usury. But on other hand, growth rate of Sharia banking in Indonesia is very slow compared with conventional banking growth rate. There is still a lack of research to specialize in concepts and values of Muslim consumers becomes the basis for further research in order to test and develop the existing concepts. Mokhlis (2009) stated that Muslim consumers have unique characteristics when they decide to buy anything, they always consider the doctrine of their religion, which is Islam. Furthermore, religiosity is recognized as one most important culture to influence on consumers’ behavior
Show more

6 Read more

Impact of Perceived Value on Customer Satisfaction and Continuance Intention of Bicycle Sharing Service

Impact of Perceived Value on Customer Satisfaction and Continuance Intention of Bicycle Sharing Service

The instrument was designed based on the previous literature. Each construct was measured using seven-point Likert scale, ranging from “strongly disagree” (1) to “strongly agree” (7). Specifically, items for functional value, emotional value and economic value were operationalized based on [16]’s study. Environmental value is a newly developed construct, and its measurement items were adapted from the construct of “sustainability” in [3]’s study. Example items for “environmental value” is described as follows: “The bicycle sharing service is beneficial to reduce environment pollution” and “The bicycle sharing service is a sustainable mode of consumption”. Satisfaction and continuance intention were designed drawing upon [22]’s study. The instrument was refined to better fit the research context of bicycle sharing service. A pilot study was conducted before the final data collection. A total of 96 college students with bicycle sharing usage experiences were invited to complete the questionnaires, and 92 valid questionnaires were received. We deleted items with factor loadings lower than 0.7 to improve the reliability and validity of the constructs [37]. Table 2 describes the items for each construct and corresponding references.
Show more

10 Read more

1. The Effect of Service Quality and Perceived Value on Customer Satisfaction: Case of Toyota Users in South Sulawesi

1. The Effect of Service Quality and Perceived Value on Customer Satisfaction: Case of Toyota Users in South Sulawesi

Perceived value variabel has a significant effect on customer satisfaction. It can be seen from the value of the path coefficient of 0.320 with a probability value (prob.) of 0.002 which smaller than the value of α = 0.05 (Hypothesis 3, accepted). It means that higher level of perceived value can produce higher level of customer satisfaction. Conceptually, companies that able to deliver more value than competitors will win the competition. This was revealed by Mittal and Sheth (2001) through the concept of valuespace. There are three main components in the concept of customer value space, namely: performance, price, and personalization (3P's of Value Space). The results also show that service quality was significantly affects to customer satisfaction through perceived value mediation. The amount of indirect effect of service quality toward customer satisfaction was 0.123 = (0.386 x 0.320), (Hypothesis 4, accepted).
Show more

7 Read more

Perceived Service Quality In The Fast Food Sector:Enhancing Customer Satisfaction Using Online Service

Perceived Service Quality In The Fast Food Sector:Enhancing Customer Satisfaction Using Online Service

Nowadays, consumer lifestyles have shifted to favor more convenience-oriented and time-saving options for meal occasions, as more and more Malaysians have less time and energy to prepare scratch meals at home. This trend has not only boosted demand for all foodservice subsectors in the country, but is being reflected in the changing landscape of the industry. There are many fast food restaurants that operate in Malaysia. For new restaurant or restaurants that are still in development, they have to compete with the restaurants that already have brand awareness and consumer loyalty. In addition to ensuring that the food is delicious, we need to ensure that the service provided can satisfaction customer. In this era, technology like IT is important to competitive with another restaurant that has been successful additionally technology usage may serve as a source of competitive advantage to the fast food restaurants. Therefore, the online service used to measure the level of customer satisfaction. Fast Food Restaurant needs to adopt the perceived service quality (SERVQUAL) to enhance customer satisfaction in order to compete in this industry. The importance of service quality in improving customer satisfaction and loyalty in traditional business settings has been established through the use of such instruments as SERVQUAL. However, these established service quality dimensions, or similar measures, have not been applied to electronic commerce settings. This finding, E-QUAL more suitable to be used to measure user satisfaction with the online service. E-QUAL is based on the proven conceptual framework of the SERVQUAL instrument and is adjusted for the unique attributes of the electronic commerce.
Show more

24 Read more

Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

Dari kesimpulan yang ada maka ada be- berapa masukan yang dapat dijadikan acuan bagi manajer perusahaan provider internet agar dapat terus meningkatkan customer re- tention yaitu dengan meningkatkan customer satisfaction, customer trust, switching barriers, customer perceived value dan customer service quality . Berdasarkan temuan penelitian ini me- nunjukkan bahwa switching barriers dan cus- tomer satisfaction merupakan variabel yang memiliki pengaruh langsung dan lebih besar terhadap customer retention. Sedangkan cus- tomer trust tidak memiliki pengaruh terhadap customer retention . Oleh karena itu, perusa- haan provider internet ini (Telkom dan First Media) perlu melakukan relationship strategi yang lebih dalam meningkatkan switching barriers dan customer satisfaction dan ba- gaimana membangun kembali customer trust dalam rangka meningkatkan customer reten- tion. Adapun masukan-masukan untuk provider internet ini yaitu :
Show more

12 Read more

Interaction effect of perceived service quality and brand image on customer satisfaction

Interaction effect of perceived service quality and brand image on customer satisfaction

Keller (1993) defined Brand image: "perceptions about a brand as refer to any brand aspect within the consumer memory “lee, lee,wu. (2011) and defined customer satisfaction as the “customers’ evaluation of a product or service in terms of whether that product or service has met their needs and expectations”. Anand Kumar Jaiswal (2008) the purpose of this study was to investigate of the perception service quality and examine the Interaction effect of service quality, brand image on customer satisfaction when seeking treatment in private healthcare settings in the Sudan. Despite the many studies that covered the relationship between quality of service and customer satisfaction (Ehigie, Megan Taylor, (2009); caruana (2002); Baker (2000); Fatma(2014); Lo, Mahamad, Ramayah, Mosahab, (2010)) , however it was only in developed countries, and these studies did not cover the interaction between the quality of service and the brand and its impact on customer satisfaction. This study will contribute knowledge to the theory and practice of service quality, brand image and customer satisfaction particularly for medical firms. Its theoretical significance will add more insights compared to previous empirical studies done in this area, especially on the issue of service quality, For policy makers as medical institutions, this study provides a framework on the determinants of service quality , brand image and satisfaction in developing countries.
Show more

8 Read more

Show all 10000 documents...

Related subjects