The moderation effect of gender: a case study at an international airport in Malaysia
Marketing is concerned with the satisfaction of the customers’ needs and wants while achieving one’s own organisational (or self) goals (Chung & McLarney 2000). The word satisfaction has been fundamental to the marketing concept for over three decades (Parker & Mathews 2001). Outstanding mar...
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| Format: | Article |
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Billion Brains
2011
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| _version_ | 1796857825835614208 |
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| author | Huam, Hon Tat Balasubramaniam, Sangeetha Md. Rasli, Amran Jusoh, Ahmad |
| author_facet | Huam, Hon Tat Balasubramaniam, Sangeetha Md. Rasli, Amran Jusoh, Ahmad |
| author_sort | Huam, Hon Tat |
| collection | ePrints |
| description | Marketing is concerned with the satisfaction of the customers’ needs and wants while achieving one’s own organisational (or self) goals (Chung & McLarney 2000). The word satisfaction has been fundamental to the marketing concept for over three decades (Parker & Mathews 2001). Outstanding marketing companies go out of their way to keep important customers satisfied (Kotler et al., 2010). Satisfying customer is a key issue for all organisations in both the private and public sectors (Rampersad 2001). For an organisation to remain solvent, information regarding customer satisfaction must be adequately collected and analysed. Knox, Lindsay, and Kolb (1992) used product/ service content and the ability to satisfy customer demands as the basis for customer satisfaction strategies and analysis. As noted by Barsky and Labagh (1992), when analysing customer satisfaction strategies, one must consider the three vital factors, namely expectation and past experience, product and service performance and the factors affecting actual perception. |
| first_indexed | 2024-03-05T19:03:36Z |
| format | Article |
| id | utm.eprints-39912 |
| institution | Universiti Teknologi Malaysia - ePrints |
| last_indexed | 2024-03-05T19:03:36Z |
| publishDate | 2011 |
| publisher | Billion Brains |
| record_format | dspace |
| spelling | utm.eprints-399122019-03-05T01:33:57Z http://eprints.utm.my/39912/ The moderation effect of gender: a case study at an international airport in Malaysia Huam, Hon Tat Balasubramaniam, Sangeetha Md. Rasli, Amran Jusoh, Ahmad HD28 Management. Industrial Management Marketing is concerned with the satisfaction of the customers’ needs and wants while achieving one’s own organisational (or self) goals (Chung & McLarney 2000). The word satisfaction has been fundamental to the marketing concept for over three decades (Parker & Mathews 2001). Outstanding marketing companies go out of their way to keep important customers satisfied (Kotler et al., 2010). Satisfying customer is a key issue for all organisations in both the private and public sectors (Rampersad 2001). For an organisation to remain solvent, information regarding customer satisfaction must be adequately collected and analysed. Knox, Lindsay, and Kolb (1992) used product/ service content and the ability to satisfy customer demands as the basis for customer satisfaction strategies and analysis. As noted by Barsky and Labagh (1992), when analysing customer satisfaction strategies, one must consider the three vital factors, namely expectation and past experience, product and service performance and the factors affecting actual perception. Billion Brains 2011 Article PeerReviewed Huam, Hon Tat and Balasubramaniam, Sangeetha and Md. Rasli, Amran and Jusoh, Ahmad (2011) The moderation effect of gender: a case study at an international airport in Malaysia. World Review of Business Research, 1 (3). pp. 155-161. ISSN 1838-3955 http://www.wrbrpapers.com/static/documents/July/2011/11.%20Huam.pdf |
| spellingShingle | HD28 Management. Industrial Management Huam, Hon Tat Balasubramaniam, Sangeetha Md. Rasli, Amran Jusoh, Ahmad The moderation effect of gender: a case study at an international airport in Malaysia |
| title | The moderation effect of gender: a case study at an international airport in Malaysia |
| title_full | The moderation effect of gender: a case study at an international airport in Malaysia |
| title_fullStr | The moderation effect of gender: a case study at an international airport in Malaysia |
| title_full_unstemmed | The moderation effect of gender: a case study at an international airport in Malaysia |
| title_short | The moderation effect of gender: a case study at an international airport in Malaysia |
| title_sort | moderation effect of gender a case study at an international airport in malaysia |
| topic | HD28 Management. Industrial Management |
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