Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang

Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang

Kepuasan pelanggan senng dianggapkan sebagai penentuan utama dalam penyelidikan tentang kesetiaan pelanggan. Bagaimanapun, bukti empirikal mengenai hubungan antara kesetiaan dan kepuasan pelanggan masih kabur. Dalam penyelikan ini kesetiaan pelanggan diaplikasikan dalam sektor. perkhidmatan denga...

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Main Author: Lim, Ee Hui
Format: Thesis
Language:English
Published: 2004
Subjects:
HD28-70 Management
Industrial Management
Online Access:http://eprints.usm.my/30626/1/LIM_EE_HUI.pdf
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spelling my-usm-ep.306262018-04-06T01:59:04Z Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang 2004-07 Lim, Ee Hui HD28-70 Management. Industrial Management Kepuasan pelanggan senng dianggapkan sebagai penentuan utama dalam penyelidikan tentang kesetiaan pelanggan. Bagaimanapun, bukti empirikal mengenai hubungan antara kesetiaan dan kepuasan pelanggan masih kabur. Dalam penyelikan ini kesetiaan pelanggan diaplikasikan dalam sektor. perkhidmatan dengan menggunakan model ACSI (American Customer Satisfaction Index). Salah satu sumbangan kepada struktur persamaan model ini ialah penyelipan persepsi nilai sebagai satu faktor sampingan dalam penentuan kesetiaan pelanggan. In research on customer loyalty in services, satisfaction has often been mentioned as an important determinant. However, empirical evidence concerning the relationship between loyalty and satisfaction has remained unclear. This research develops a general service sector of customer loyalty from the model of ACSI (American Customer Satisfaction Index). A key contribution to the structural equation model is the incorporation of perception of value into an integrated of customer loyalty. 2004-07 Thesis http://eprints.usm.my/30626/ http://eprints.usm.my/30626/1/LIM_EE_HUI.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Pengurusan
institution Universiti Sains Malaysia
collection USM Institutional Repository
language English
topic HD28-70 Management
Industrial Management
spellingShingle HD28-70 Management
Industrial Management
Lim, Ee Hui
Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
description Kepuasan pelanggan senng dianggapkan sebagai penentuan utama dalam penyelidikan tentang kesetiaan pelanggan. Bagaimanapun, bukti empirikal mengenai hubungan antara kesetiaan dan kepuasan pelanggan masih kabur. Dalam penyelikan ini kesetiaan pelanggan diaplikasikan dalam sektor. perkhidmatan dengan menggunakan model ACSI (American Customer Satisfaction Index). Salah satu sumbangan kepada struktur persamaan model ini ialah penyelipan persepsi nilai sebagai satu faktor sampingan dalam penentuan kesetiaan pelanggan. In research on customer loyalty in services, satisfaction has often been mentioned as an important determinant. However, empirical evidence concerning the relationship between loyalty and satisfaction has remained unclear. This research develops a general service sector of customer loyalty from the model of ACSI (American Customer Satisfaction Index). A key contribution to the structural equation model is the incorporation of perception of value into an integrated of customer loyalty.
format Thesis
qualification_level Master's degree
author Lim, Ee Hui
author_facet Lim, Ee Hui
author_sort Lim, Ee Hui
title Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
title_short Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
title_full Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
title_fullStr Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
title_full_unstemmed Perception Of Service Quality, Value, And Satisfaction In Determining Customer Loyalty: A Study In 5-Star Hotels In Penang
title_sort perception of service quality, value, and satisfaction in determining customer loyalty: a study in 5-star hotels in penang
granting_institution Universiti Sains Malaysia
granting_department Pusat Pengajian Pengurusan
publishDate 2004
url http://eprints.usm.my/30626/1/LIM_EE_HUI.pdf
_version_ 1747820371636125696

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