Exploring the relationships among service quality features, perceived value and customer satisfaction
The purpose of this paper is to explore the relationships among service quality features (responsiveness, assurance, and empathy), perceived value and customer satisfaction in the context of Malaysia. The empirical data are drawn from 102 members of an academic staff of a Malaysian public institutio...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
OmniaScience
2009-07-01
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| Series: | Journal of Industrial Engineering and Management |
| Subjects: | |
| Online Access: | http://www.jiem.org/index.php/jiem/article/view/48 |