Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations

Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of...

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Main Authors:	Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose
Format:	Article
Language:	English
Published:	School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia 2016
Online Access:	http://journalarticle.ukm.my/10324/ http://journalarticle.ukm.my/10324/ http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf

id	ukm-10324
recordtype	eprints
spelling	ukm-103242017-04-20T09:30:38Z http://journalarticle.ukm.my/10324/ Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose, Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of effective service quality as comprising five core components: tangibility, reliability, responsiveness, assurance and empathy. This study was conducted to measure the relationship between service quality, customer satisfaction and customers’ loyalty. Selfreport questionnaires were used to collect data from customers who received treatments at the armed forces health organizations in Peninsular Malaysia. The outcomes of SmartPLS path model analysis demonstrated that the ability of organization to appropriately implement tangibility, reliability, responsiveness, assurance and empathy in performing daily job had strongly invoked customer satisfaction, which in turn might lead to enhanced customers’ loyalty. Nevertheless, future research in this field should consider exploring further individual similarities and differences in influencing the implementation of service quality by organizations, other research designs that can better describe the patterns of change and the direction and magnitude of causal relationships amongst variables of interest, the need for more diverse organizations to be involved, other specific technical and environmental qualities as an important link between service quality and many aspects of customer outcomes, and the use of a larger sample sizes. School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia 2016-05 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf Azman Ismail, and Hafizah Omar Zaki, and Ilyani Ranlan Rose, (2016) Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations. Geografia : Malaysian Journal of Society and Space, 12 (7). pp. 47-59. ISSN 2180-2491 http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2016&vol=12&issue=7&ver=loc
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Kebangasaan Malaysia
building	UKM Institutional Repository
collection	Online Access
language	English
description	Although conceptually viewed as abstract and elusive service quality is an important ingredient in quality management, marketing and organizational studies as evidenced by the appearance of various models dealing with it. The Parasuraman et al. (1985, 1988, 1991, 1994) SERVQUAL model conceives of effective service quality as comprising five core components: tangibility, reliability, responsiveness, assurance and empathy. This study was conducted to measure the relationship between service quality, customer satisfaction and customers’ loyalty. Selfreport questionnaires were used to collect data from customers who received treatments at the armed forces health organizations in Peninsular Malaysia. The outcomes of SmartPLS path model analysis demonstrated that the ability of organization to appropriately implement tangibility, reliability, responsiveness, assurance and empathy in performing daily job had strongly invoked customer satisfaction, which in turn might lead to enhanced customers’ loyalty. Nevertheless, future research in this field should consider exploring further individual similarities and differences in influencing the implementation of service quality by organizations, other research designs that can better describe the patterns of change and the direction and magnitude of causal relationships amongst variables of interest, the need for more diverse organizations to be involved, other specific technical and environmental qualities as an important link between service quality and many aspects of customer outcomes, and the use of a larger sample sizes.
format	Article
author	Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose,
spellingShingle	Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose, Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
author_facet	Azman Ismail, Hafizah Omar Zaki, Ilyani Ranlan Rose,
author_sort	Azman Ismail,
title	Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_short	Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_full	Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_fullStr	Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_full_unstemmed	Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations
title_sort	interlinkages between service quality, customer satisfaction and customer loyalty in malaysia: a case study of armed forces medical organizations
publisher	School of Social, Development and Environmental Studies, Faculty of Social Science and Humanities, Universiti Kebangsaan Malaysia
publishDate	2016
url	http://journalarticle.ukm.my/10324/ http://journalarticle.ukm.my/10324/ http://journalarticle.ukm.my/10324/1/5x.full-geo-mei16-azmanismail-edam.pdf
first_indexed	2023-09-18T19:57:06Z
last_indexed	2023-09-18T19:57:06Z
_version_	1777406601906356224

Interlinkages between service quality, customer satisfaction and customer loyalty in Malaysia: a case study of Armed Forces Medical Organizations

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