A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies
Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan presta...
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| Format: | Thesis |
| Language: | English |
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2015
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| Online Access: | http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf |
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my-usm-ep.309322019-04-12T05:25:37Z A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies 2015-10 Suz Jack, Chan HF5001-6182 Business Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan prestasi perniagaan; (e) memahami kesan langsung pengalaman pelanggan dan prestasi perniagaan; dan (f) mengkaji kesan pengantaraan pengalaman pelanggan pada kualiti perkhidmatan, sifat stor dan prestasi perniagaan. The aim of this study was to: (a) examine the direct effect of Service Quality and Customer Experience; (b) understand the direct effect of Store Attributes and Customer Experience; (c) examine the direct effect of Service Quality and Business Performance; (d) investigate the direct effect of Store Attributes and Business Performance; (e) understand the direct effect of Customer Experience and Business Performance; and (f) investigate the mediation effect of Customer Experience on Service Quality, Store Attributes and Business Performance. 2015-10 Thesis http://eprints.usm.my/30932/ http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf application/pdf en public masters Universiti Sains Malaysia Pusat Pengajian Siswazah Perniagaan |
| institution |
Universiti Sains Malaysia |
| collection |
USM Institutional Repository |
| language |
English |
| topic |
HF5001-6182 Business |
| spellingShingle |
HF5001-6182 Business Suz Jack, Chan A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies |
| description |
Tujuan kajian ini adalah untuk: (a) memeriksa kesan langsung kualiti
perkhidmatan dan pengalaman pelanggan; (b) memahami kesan langsung sifat stor
dan pengalaman pelanggan; (c) mengkaji kesan langsung kualiti perkhidmatan dan
prestasi perniagaan; (d) menyiasat kesan langsung sifat stor dan prestasi perniagaan;
(e) memahami kesan langsung pengalaman pelanggan dan prestasi perniagaan; dan (f)
mengkaji kesan pengantaraan pengalaman pelanggan pada kualiti perkhidmatan, sifat
stor dan prestasi perniagaan.
The aim of this study was to: (a) examine the direct effect of Service Quality
and Customer Experience; (b) understand the direct effect of Store Attributes and
Customer Experience; (c) examine the direct effect of Service Quality and Business
Performance; (d) investigate the direct effect of Store Attributes and Business
Performance; (e) understand the direct effect of Customer Experience and Business
Performance; and (f) investigate the mediation effect of Customer Experience on
Service Quality, Store Attributes and Business Performance. |
| format |
Thesis |
| qualification_level |
Master's degree |
| author |
Suz Jack, Chan |
| author_facet |
Suz Jack, Chan |
| author_sort |
Suz Jack, Chan |
| title |
A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_short |
A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_full |
A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_fullStr |
A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_full_unstemmed |
A Model Linking Store Attributes, Service
Quality, Customer Experience And Business
Performance: A Study Among Community
Pharmacies |
| title_sort |
model linking store attributes, service
quality, customer experience and business
performance: a study among community
pharmacies |
| granting_institution |
Universiti Sains Malaysia |
| granting_department |
Pusat Pengajian Siswazah Perniagaan |
| publishDate |
2015 |
| url |
http://eprints.usm.my/30932/1/CHAN_SUZ_JACK.pdf |
| _version_ |
1747820389925388288 |