Relationship between Service Quality and Behaviral Intentions: The Mediating Effect of Customer Satisfaction
| Main Author: | Azman Ismail |
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| Format: | Journal |
| Terbitan: |
Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta
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| Subjects: |
Daftar Isi:
- This study was undertaken to measure the relationship betweeen service quality, customer satisfaction and behavioral intentions. A survey method was employed to collect data from customers who received treatments at army medical organization in Malaysia. The outcomes of Smart-PLS path model analysis confirmed that relationship between services qualities features (tangible, realibility, responsiveness, assurance and emphaty) with customer satisfaction were positively and significantly correlated with behavioral intentions. This result demonstrates that effect of tangible, realibility, responsiveness, assurance and emphaty on behavioral itentions was mediated by customer satisfaction.