The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia

This study aims to identify the relationship between service quality, customer satisfaction and, religiosity and switching intention to shariah-based salon and spa in Sumatera Barat, Indonesia. From there, a conceptual framework was developed. In this research, PLS-SEM is employed to study the relat...

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Main Author:	Henmaidi, Amalia Chairani
Format:	Thesis
Language:	eng eng
Published:	2021
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/10273/1/s827650_01.pdf https://etd.uum.edu.my/10273/2/s827650_02.pdf
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id	my-uum-etd.10273
record_format	uketd_dc
spelling	my-uum-etd.102732023-02-01T00:08:20Z The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia 2021 Henmaidi, Amalia Chairani Yusuff, Noraini Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5001-6182 Business This study aims to identify the relationship between service quality, customer satisfaction and, religiosity and switching intention to shariah-based salon and spa in Sumatera Barat, Indonesia. From there, a conceptual framework was developed. In this research, PLS-SEM is employed to study the relationship between variables. The data was collected using survey method by distributing QR code linked to online questionnaire Google Form. This research involved 243 valid data from salon and spa customers in Sumatera Barat, Indonesia. The study uses Smart PLS 3.3.3 to analyze the data. The findings indicate that religiosity has a direct and indirect effect on salon and spa customer intention to switch to shariah-based salon and spa. The study also figures service quality of the current salon and spa positive effects customer satisfaction. However, hypotheses stating that service quality and customer satisfaction there is a positive effect on switching intention to shariah-based salon and spa is rejected. It is also found that satisfaction does not mediate the relationship between service quality and switching intention. The result of this research can be used by practitioners and salon and spa business owners in conducting their salon and spa. The findings extend the researcher’s understanding predictors that influences salon and spa customer in switching from the current salon to a shariah-based salon 2021 Thesis https://etd.uum.edu.my/10273/ https://etd.uum.edu.my/10273/1/s827650_01.pdf text eng 2024-12-27 staffonly https://etd.uum.edu.my/10273/2/s827650_02.pdf text eng public other masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Yusuff, Noraini
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Henmaidi, Amalia Chairani The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia
description	This study aims to identify the relationship between service quality, customer satisfaction and, religiosity and switching intention to shariah-based salon and spa in Sumatera Barat, Indonesia. From there, a conceptual framework was developed. In this research, PLS-SEM is employed to study the relationship between variables. The data was collected using survey method by distributing QR code linked to online questionnaire Google Form. This research involved 243 valid data from salon and spa customers in Sumatera Barat, Indonesia. The study uses Smart PLS 3.3.3 to analyze the data. The findings indicate that religiosity has a direct and indirect effect on salon and spa customer intention to switch to shariah-based salon and spa. The study also figures service quality of the current salon and spa positive effects customer satisfaction. However, hypotheses stating that service quality and customer satisfaction there is a positive effect on switching intention to shariah-based salon and spa is rejected. It is also found that satisfaction does not mediate the relationship between service quality and switching intention. The result of this research can be used by practitioners and salon and spa business owners in conducting their salon and spa. The findings extend the researcher’s understanding predictors that influences salon and spa customer in switching from the current salon to a shariah-based salon
format	Thesis
qualification_name	other
qualification_level	Master's degree
author	Henmaidi, Amalia Chairani
author_facet	Henmaidi, Amalia Chairani
author_sort	Henmaidi, Amalia Chairani
title	The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia
title_short	The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia
title_full	The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia
title_fullStr	The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia
title_full_unstemmed	The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia
title_sort	relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in sumatera barat, indonesia
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2021
url	https://etd.uum.edu.my/10273/1/s827650_01.pdf https://etd.uum.edu.my/10273/2/s827650_02.pdf
_version_	1776103779998892032

The relationship between service quality, customer satisfaction, religiosity and switching intention: a study of muslimah salon and spa in Sumatera Barat, Indonesia

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