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All Journal JDM (Jurnal Dinamika Manajemen)
Nur Ilyani Ranlan Rose, Nur Ilyani Ranlan
Faculty of Economics & Management. Universiti Kebangsaan Malaysia, Malaysia Institute Islam Hadhari, Universiti Kebangsaan Malaysia Faculty of Business Management. Universiti Teknologi Shah Alam, Malaysia
Decision Sciences, Operations Research & Management

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EXPLORING SERVICE QUALITY IMPACTS ON CUSTOMER SATISFACTION IN MILITARY MEDICAL CENTRES: MODERATING ROLE OF PERCEIVED VALUE Ismail, Azman; Ali, Mohd Helmi; Rose, Nur Ilyani Ranlan; Abdulla, Anis Anisah; Rosnan, Herwina
Jurnal Dinamika Manajemen Vol 7, No 2 (2016): September 2016 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Semarang State University, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8200

Abstract

Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers’ perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers’ perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers’ perceived value. Further, this study offers discussion, implications and conclusion.
Exploring Service Quality Impacts on Customer Satisfaction in Military Medical Centres: Moderating Role of Perceived Value Ismail, Azman; Ali, Mohd Helmi; Rose, Nur Ilyani Ranlan; Abdulla, Anis Anisah; Rosnan, Herwina
JDM (Jurnal Dinamika Manajemen) Vol 7, No 2 (2016): September 2016 (DOAJ Indexed)
Publisher : Department of Management, Faculty of Economics, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8200

Abstract

Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers perceived value. Further, this study offers discussion, implications and conclusion.
Exploring Service Quality Impacts on Customer Satisfaction in Military Medical Centres: Moderating Role of Perceived Value Ismail, Azman; Ali, Mohd Helmi; Rose, Nur Ilyani Ranlan; Abdulla, Anis Anisah; Rosnan, Herwina
JDM (Jurnal Dinamika Manajemen) Vol 7, No 2 (2016): September 2016
Publisher : Department of Management, Faculty of Economics and Business, Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/jdm.v7i2.8200

Abstract

Much has been written about service quality impacts on customer satisfaction. However, little research on this perspective has been carried out in military settings. The aim of this study is to examine the relationship between service quality and customer satisfaction, and moderating effects of perceived value in military medical centre. A survey method was employed and data was collected from customers at medical centers under the administration of Malaysian army organization. Analysis was performed using SmartPLS path model analysis. The results show two important findings: first, the interaction between four service quality components (i.e., tangible, reliability, responsiveness and assurance) and customers perceived value were significantly correlated with customer satisfaction. Second, the interaction between one service quality component (i.e., tangible) were not significantly correlated with customer satisfaction. In overall, this result confirms that effect of tangible, reliability, responsiveness and assurance on customer satisfaction has been moderated by customers perceived value. Conversely, effect empathy on customer satisfaction has not been moderated by customers perceived value. Further, this study offers discussion, implications and conclusion.
Co-Authors Anis Anisah Abdulla, Anis Anisah Azman Ismail Herwina Rosnan, Herwina Mohd Helmi Ali, Mohd Helmi