A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies
Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan presta...
| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2015
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| Subjects: | |
| Online Access: | http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf |
| _version_ | 1797008549777244160 |
|---|---|
| author | Suz Jack, Chan |
| author_facet | Suz Jack, Chan |
| author_sort | Suz Jack, Chan |
| collection | USM |
| description | Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti
perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor
dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan
prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan prestasi perniagaan;
(e) memahami kesan langsung pengalaman pelanggan dan prestasi perniagaan; dan (f)
mengkaji kesan pengantaraan pengalaman pelanggan pada kualiti perkhidmatan, sifat
stor dan prestasi perniagaan.
The aim of this study was to: (a) examine the direct effect of Service Quality
and Customer Experience; (b) understand the direct effect of Store Attributes and
Customer Experience; (c) examine the direct effect of Service Quality and Business
Performance; (d) investigate the direct effect of Store Attributes and Business
Performance; (e) understand the direct effect of Customer Experience and Business
Performance; and (f) investigate the mediation effect of Customer Experience on
Service Quality, Store Attributes and Business Performance. |
| first_indexed | 2024-03-06T14:53:03Z |
| format | Thesis |
| id | usm.eprints-30932 |
| institution | Universiti Sains Malaysia |
| language | English |
| last_indexed | 2024-03-06T14:53:03Z |
| publishDate | 2015 |
| record_format | dspace |
| spelling | usm.eprints-309322019-04-12T05:25:37Z http://eprints.usm.my/30932/ A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies Suz Jack, Chan HF5001-6182 Business Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan prestasi perniagaan; (e) memahami kesan langsung pengalaman pelanggan dan prestasi perniagaan; dan (f) mengkaji kesan pengantaraan pengalaman pelanggan pada kualiti perkhidmatan, sifat stor dan prestasi perniagaan. The aim of this study was to: (a) examine the direct effect of Service Quality and Customer Experience; (b) understand the direct effect of Store Attributes and Customer Experience; (c) examine the direct effect of Service Quality and Business Performance; (d) investigate the direct effect of Store Attributes and Business Performance; (e) understand the direct effect of Customer Experience and Business Performance; and (f) investigate the mediation effect of Customer Experience on Service Quality, Store Attributes and Business Performance. 2015-10 Thesis NonPeerReviewed application/pdf en http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf Suz Jack, Chan (2015) A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies. Masters thesis, Universiti Sains Malaysia. |
| spellingShingle | HF5001-6182 Business Suz Jack, Chan A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies |
| title | A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_full | A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_fullStr | A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_full_unstemmed | A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_short | A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_sort | model linking store attributes service quality customer experience and business performance a study among community pharmacies |
| topic | HF5001-6182 Business |
| url | http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf |
| work_keys_str_mv | AT suzjackchan amodellinkingstoreattributesservicequalitycustomerexperienceandbusinessperformanceastudyamongcommunitypharmacies AT suzjackchan modellinkingstoreattributesservicequalitycustomerexperienceandbusinessperformanceastudyamongcommunitypharmacies |