A study of perception of service quality dimensions in Sabah's mice industry

This quantitative research's objective was to identify the service quality dimensions (reliability, responsiveness, assurance, empathy and tangible) that have significantly Influenced companies' repurchase intention for MICE In Sabah. Meanwhile, It also seek to investigate the relations...

Full description

Saved in:

Bibliographic Details
Main Author:	Foo, Soo Ling
Format:	Thesis
Language:	English
Published:	2008
Subjects:	HD Industries Land use Labor
Online Access:	https://eprints.ums.edu.my/id/eprint/19493/1/A%20study%20of%20perception%20of%20service%20quality%20dimensions.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-ums-ep.19493
record_format	uketd_dc
spelling	my-ums-ep.194932018-03-23T08:20:34Z A study of perception of service quality dimensions in Sabah's mice industry 2008 Foo, Soo Ling HD Industries. Land use. Labor This quantitative research's objective was to identify the service quality dimensions (reliability, responsiveness, assurance, empathy and tangible) that have significantly Influenced companies' repurchase intention for MICE In Sabah. Meanwhile, It also seek to investigate the relationship among the five service quality dimensions and repurchases Intention. Another objective is to determine the moderating effect c:I past experience with service problem upon the relationship of service quality and repurchase Intention for MICE In Sabah. Questionnaire was based on SERVQUAL model (Parasuraman et al, 1994) with certain modifications to fit this Industry. The research area was focused on International MICE events that were held In Sabah from the year 2005 until year 2007, hence only included six International events. The survey was conducted through email to 420 participants of the six International events with 83 completed and usable questionnaires returned. Only 70 questionnaires were used according to systematically random sampling method. The data was analyzed using the Statistical Package for Social Science (SPSS) software and the result showed that there were significant relationships between three Independent variables with repurchases intention for MICE service. The three variables were tangible, reliability and empathy with stronger Influence variable being mentioned first. However, another two service quality dimensions, responsiveness and assurance, did not show significant relationship towards the repurchases Intention. As for the moderating variables, past experience was found to have significant moderating effect on the relationship between service quality dimensions and repurchase Intention for MICE service in Sabah. However, the significant moderating effect only exists when the responded companies had experienced service problems and the service problems were resolved by service provider to their satisfaction. For MICE service providers in Sabah, attention should be given to the aspects of tangible, reliability and empathy. Continuous Improvement in these aspects and overcoming problems that arise from these aspects could form a positive past experience for their customers. As a result of these Improvement and efforts, repurchase of MICE service in Sabah could be Increase and boost this industry. 2008 Thesis https://eprints.ums.edu.my/id/eprint/19493/ https://eprints.ums.edu.my/id/eprint/19493/1/A%20study%20of%20perception%20of%20service%20quality%20dimensions.pdf text en public masters Universiti Malaysia Sabah Faculty of Business, Economics and Accounting
institution	Universiti Malaysia Sabah
collection	UMS Institutional Repository
language	English
topic	HD Industries Land use Labor
spellingShingle	HD Industries Land use Labor Foo, Soo Ling A study of perception of service quality dimensions in Sabah's mice industry
description	This quantitative research's objective was to identify the service quality dimensions (reliability, responsiveness, assurance, empathy and tangible) that have significantly Influenced companies' repurchase intention for MICE In Sabah. Meanwhile, It also seek to investigate the relationship among the five service quality dimensions and repurchases Intention. Another objective is to determine the moderating effect c:I past experience with service problem upon the relationship of service quality and repurchase Intention for MICE In Sabah. Questionnaire was based on SERVQUAL model (Parasuraman et al, 1994) with certain modifications to fit this Industry. The research area was focused on International MICE events that were held In Sabah from the year 2005 until year 2007, hence only included six International events. The survey was conducted through email to 420 participants of the six International events with 83 completed and usable questionnaires returned. Only 70 questionnaires were used according to systematically random sampling method. The data was analyzed using the Statistical Package for Social Science (SPSS) software and the result showed that there were significant relationships between three Independent variables with repurchases intention for MICE service. The three variables were tangible, reliability and empathy with stronger Influence variable being mentioned first. However, another two service quality dimensions, responsiveness and assurance, did not show significant relationship towards the repurchases Intention. As for the moderating variables, past experience was found to have significant moderating effect on the relationship between service quality dimensions and repurchase Intention for MICE service in Sabah. However, the significant moderating effect only exists when the responded companies had experienced service problems and the service problems were resolved by service provider to their satisfaction. For MICE service providers in Sabah, attention should be given to the aspects of tangible, reliability and empathy. Continuous Improvement in these aspects and overcoming problems that arise from these aspects could form a positive past experience for their customers. As a result of these Improvement and efforts, repurchase of MICE service in Sabah could be Increase and boost this industry.
format	Thesis
qualification_level	Master's degree
author	Foo, Soo Ling
author_facet	Foo, Soo Ling
author_sort	Foo, Soo Ling
title	A study of perception of service quality dimensions in Sabah's mice industry
title_short	A study of perception of service quality dimensions in Sabah's mice industry
title_full	A study of perception of service quality dimensions in Sabah's mice industry
title_fullStr	A study of perception of service quality dimensions in Sabah's mice industry
title_full_unstemmed	A study of perception of service quality dimensions in Sabah's mice industry
title_sort	study of perception of service quality dimensions in sabah's mice industry
granting_institution	Universiti Malaysia Sabah
granting_department	Faculty of Business, Economics and Accounting
publishDate	2008
url	https://eprints.ums.edu.my/id/eprint/19493/1/A%20study%20of%20perception%20of%20service%20quality%20dimensions.pdf
_version_	1747836515258466304

A study of perception of service quality dimensions in Sabah's mice industry

Similar Items