{"id":"https://openalex.org/W45821980","doi":null,"title":"A MULTIVARIATE ANALYSIS ON THE IMPACT OF SERVICE QUALITY DETERMINANTS ON CUSTOMER SATISFACTION","display_name":"A MULTIVARIATE ANALYSIS ON THE IMPACT OF SERVICE QUALITY DETERMINANTS ON CUSTOMER SATISFACTION","publication_year":2006,"publication_date":"2006-07-01","ids":{"openalex":"https://openalex.org/W45821980","mag":"45821980"},"language":"en","primary_location":{"id":"mag:45821980","doi":null,"is_oa":false,"landing_page_url":"https://www.ukm.my/jqma/v2_1/JQMA-2-1-02-abstractrefs.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5110236520","display_name":"Arawati Agus","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Arawati Agus","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5088359574","display_name":"Mhd Suhaimi Ahmad","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Mhd Suhaimi Ahmad","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9107,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.86092927,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality-factors","display_name":"service quality factors","score":0.8899999856948853},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.7519999742507935},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.8550000190734863},{"id":"https://openalex.org/keywords/communication","display_name":"communication","score":0.9559999704360962},{"id":"https://openalex.org/keywords/competencies","display_name":"competencies","score":0.8360000252723694},{"id":"https://openalex.org/keywords/credibility","display_name":"credibility","score":0.9959999918937683},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":1.0},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.9810000061988831},{"id":"https://openalex.org/keywords/public-service-sector","display_name":"public service sector","score":0.9079999923706055},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5139999985694885}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7864508628845215},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7075795531272888},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6466633081436157},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5948360562324524},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4974220097064972},{"id":"https://openalex.org/C2780224610","wikidata":"https://www.wikidata.org/wiki/Q1530061","display_name":"Credibility","level":2,"score":0.4942529499530792},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4881351888179779},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.4695380926132202},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4641605019569397},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4293578863143921},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.39547955989837646},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3470950126647949},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.08543896675109863},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"mag:45821980","doi":null,"is_oa":false,"landing_page_url":"https://www.ukm.my/jqma/v2_1/JQMA-2-1-02-abstractrefs.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W157789754","https://openalex.org/W202346731","https://openalex.org/W611846714","https://openalex.org/W1530534970","https://openalex.org/W1605991455","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1966601239","https://openalex.org/W1979242274","https://openalex.org/W1983990142","https://openalex.org/W1991623719","https://openalex.org/W1995561053","https://openalex.org/W2002009112","https://openalex.org/W2005459481","https://openalex.org/W2022009282","https://openalex.org/W2024126006","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2033626702","https://openalex.org/W2036063909","https://openalex.org/W2042461458","https://openalex.org/W2065813178","https://openalex.org/W2073462901","https://openalex.org/W2096048269","https://openalex.org/W2159306398","https://openalex.org/W2413752889","https://openalex.org/W2611897969","https://openalex.org/W3015634246","https://openalex.org/W3147133440"],"related_works":["https://openalex.org/W81728769","https://openalex.org/W2048423883","https://openalex.org/W2601980867","https://openalex.org/W3045861151","https://openalex.org/W6996478912","https://openalex.org/W3177669523","https://openalex.org/W2994737994","https://openalex.org/W4293194638","https://openalex.org/W7220105573","https://openalex.org/W4415869456"],"abstract_inverted_index":{"This":[0,71],"study":[1,72],"attempts":[2],"to":[3,74],"throw":[4],"some":[5],"more":[6],"light":[7],"on":[8,48,68],"the":[9,29,54,64,126],"relationship":[10,18],"between":[11,19],"service":[12,20,42,57,79,88,101,116,130],"quality\r\ndeterminants":[13],"and":[14,82,94,109,136],"customer":[15,69,83,133],"satisfaction.":[16,70,134],"The":[17,98,122],"quality":[21,43,58,80,102,117,131],"and\r\ncustomer":[22],"satisfaction":[23,84],"has":[24],"been":[25],"discussed":[26,140],"considerable":[27],"in":[28,33,85,115,119],"past":[30],"several":[31],"years":[32],"business":[34],"and\r\nacademia":[35],"alike.":[36],"Several":[37],"studies":[38],"have":[39],"proven":[40],"that":[41],"determinants":[44,59,81,103],"have\r\nsignificantly":[45],"positive":[46],"impact":[47,65],"organizational":[49],"performance.":[50],"However,":[51],"much":[52],"of":[53,66,77,129],"literature\r\nlooking":[55],"at":[56],"lacks":[60],"detail":[61],"when":[62],"investigating":[63],"service\r\nquality":[67],"seeks":[73],"enhance":[75],"understandings":[76],"relationships\r\nbetween":[78],"a":[86],"public":[87],"sector":[89],"in\r\nMalaysia":[90],"using":[91],"Pearsons\u2019":[92],"correlation":[93],"multiple":[95],"regression":[96],"analysis.":[97],"findings":[99],"suggest\r\nthat":[100],"namely;":[104],"responsiveness,":[105],"communication,":[106],"competency,\r\ncredibility,":[107],"reliability":[108],"lastly":[110],"tangibles":[111],"are":[112,138],"very":[113],"important":[114],"provision":[118],"the\r\nservice":[120],"sector.":[121],"result":[123],"also":[124,139],"highlights":[125],"unique":[127],"contribution":[128],"towards\r\noverall":[132],"Conclusion":[135],"implications":[137]},"counts_by_year":[],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2016-06-24T00:00:00"}
