An investigation of the relationship between Service Quality and Customer Satisfaction in Melaka Bookstore

N.A. Rashid, A.K.A. Hamid, N. Said, H. Musa

Abstract


Customer satisfaction is a significant factor in influencing the service sector’s revenue. In this competitive environment which full of advance technologies, delivering a high quality of service is a factor for a stable competitive advantage. Customer satisfaction has a beneficial impact on the profitability of an organization. Service quality will reflect the customer's satisfaction in dimension of tangibles, reliability, assurances, empathy and responsiveness. Although there are many researches about SERVQUAL Model, but there are not much academic evidence measuring customer satisfaction in the bookstore services. Therefore, this research attempts to describe the relationship of service quality and customer satisfaction in the business-to-consumer (B2C). Business to Consumer or B2C is used by businesses that intend to market the products or services to consumers. B2C will conduct directly that business with customers without middleman. Data collection covers 15 bookstores in Melaka state. This research will focusing on selected bookstores such as Popular bookstore, MPH bookstore, TS Commerce bookstore, Kedai Buku Pintar Sdn Bhd and other bookstores that situated in the area of Melaka Tengah. The 151 survey questionnaires received and analyzed using SPSS software. Based on the regression analysis, onlytwo variables from five variables are significant. The two significant variables are reliability and empathy but have positive relationship with customer satisfaction.


Full Text:

PDF

References


Gloria K. Q. A. (2011). The Effect of Service Quality on Customer Satisfaction in the Utility Industry – A Case of Vodafone (Ghana). International Journal of Business and Management, Vol 6, No 5(May 2011)..

Mohammad, M. A. & Noorjahan, P. Impact of Service Quality, Trust, and Customer Satisfaction on Customer Loyalty. ABAC Journal Vol. 29, No 1 (January-April 2009, pp 24-38)..

Vinod, K., & Gagandeep, R. Business to Business (B2B) and Business to Consumer (B2C) Management. International Journal of Computer and Technology. Volume 3 No 3, Nov-Dec [Year 2012].

Ali, M., & Raza, S. A. (2017). Service quality perception and customer satisfaction in Islamic banks of Pakistan: the modified SERVQUAL model. Total Quality Management & Business Excellence, 28(5-6), 559-577.

Azman I., Ilyani R. R., Afiqah F. (2016). Service Quality as an Antecedent in Enhancing Customers’ Behavioural Intention: A Case Study of Malaysian Army Medical Centers. UKM Journal Article Repository

Ganiyu, R. A. (2017). Customer satisfaction and loyalty: A study of interrelationships and effects in Nigerian domestic airline industry. Oradea journal of business and economics, 2(1), 7-20.

Niveen El Saghier, Demyana Nathan (2013). Service quality dimensions and customers’ satisfaction of banks in Egypt. Procedings of 20th international business research conference. Page 1-13.

R. Neupane & M. Devkota (2017). Evaluation of The Impacts of Service Quality Dimension on Patient/Customer Satisfaction: A Study of Private Hospital in Nepal. Int. J. Soc. Sc. Manage, Vol 4, Issue-3: 165-176, DOI: 10.3126/ijssm.v4i3.17520.

Uta B. (n..d). Service Quality and Satisfaction an International Comparison of Professional Service Perceptions.

Sriyam, A. L. I. N. (2010). Customer satisfaction towards service quality of front office staff at the hotel. Master degree). Bangkok: Srinakharinwirot University.

H. Mohajan. Research Methodology. Munich Personal RePEc Archive (December 2017).

N. S. William G. Bill Borgers (2016). Business Research Methodology. Descriptive Studies (p. 66). SJ Learning.

The Ninh Nguyen, Hoang Long Nguyen, Tuan Khanh Caol & Thi Thu Hoai Phan (2016). The Influence of service quality on customer loyalty intentions. A study in the Vietnam retail sector. Asian social science. Page 112-119.

Dr. Abdel Fattah Mahmoud Al-Azzam. The Impact of Service Quality Dimension on Customer Satisfaction. A Field Study of Arab Bank in Irbid City, Jordan. European Journal of Business and Management, Vol. 7, No. 15, (2015) page 45-53.

Ottawa (2014). The Five Dimensions of Service Excellence. Retrieved from https://thevoice.ottawachamber.ca/2014/10/14/the-five-dimension-of-service-excellence/

Tweneboah Koduah, E. and Yuty Duweh Farley, A (2015). Relationship between Customer Satisfaction and Customer Loyalty in The Retail Banking Sector of Ghana. International Journal of Business and Management. 11(1), p. 249.


Refbacks

  • There are currently no refbacks.


ISSN : 2590-3551, eISSN : 2600-8122     

This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0).

Best viewed using Mozilla Firefox, Google Chrome and Internet Explorer with the resolution of 1280 x 800