THE MEDIATING EFFECTS OF VALUE ON SERVICE QUALITY-SATISFACTION RELATIONSHIP IN MALAYSIAN TOURISM INDUSTRY
DOI:
https://doi.org/10.33736/ijbs.546.2017Abstract
The ways to maintain and increase customer satisfaction are always the concern of business providers because high satisfaction is closely related to the customers’ positive word of mouth, revisit intentions, and loyalty; which are the key for the success of long term businesses in today’s customer-focused industry. For that reason, more satisfaction studies, especially on the elements that contribute to higher satisfaction level are needed. Previous researches discovered several explanatory predictors to satisfaction. Nevertheless, in this study, only two variables, i.e. service quality and value were chosen as the antecedent variables associated to satisfaction among international tourists in the context of Malaysian tourism. This study further focused on examining whether service quality has an indirect impact on satisfaction through value, i.e. the mediator effect. The relationships proposed were analysed with structural equation modelling (SEM) analysis using the data gathered from 301 international tourists that have travelled to Malaysia. The findings indicated that both service quality and value are the significant predictors that influence tourist satisfaction. Additionally, the results also indicated that value plays a mediator role in the service quality-satisfaction relationship in the tourism context.
Keywords: Satisfaction; Value; Service Quality; Tourist.
Downloads
Published
How to Cite
Issue
Section
License
Copyright Transfer Statement for Journal
1) In signing this statement, the author(s) grant UNIMAS Publisher an exclusive license to publish their original research papers. The author(s) also grant UNIMAS Publisher permission to reproduce, recreate, translate, extract or summarize, and to distribute and display in any forms, formats, and media. The author(s) can reuse their papers in their future printed work without first requiring permission from UNIMAS Publisher, provided that the author(s) acknowledge and reference publication in the Journal.
2) For open access articles, the author(s) agree that their articles published under UNIMAS Publisher are distributed under the terms of the CC-BY-NC-SA (Creative Commons Attribution-Non Commercial-Share Alike 4.0 International License) which permits unrestricted use, distribution, and reproduction in any medium, for non-commercial purposes, provided the original work of the author(s) is properly cited.
3) For subscription articles, the author(s) agree that UNIMAS Publisher holds copyright, or an exclusive license to publish. Readers or users may view, download, print, and copy the content, for academic purposes, subject to the following conditions of use: (a) any reuse of materials is subject to permission from UNIMAS Publisher; (b) archived materials may only be used for academic research; (c) archived materials may not be used for commercial purposes, which include but not limited to monetary compensation by means of sale, resale, license, transfer of copyright, loan, etc.; and (d) archived materials may not be re-published in any part, either in print or online.
4) The author(s) is/are responsible to ensure his or her or their submitted work is original and does not infringe any existing copyright, trademark, patent, statutory right, or propriety right of others. Corresponding author(s) has (have) obtained permission from all co-authors prior to submission to the journal. Upon submission of the manuscript, the author(s) agree that no similar work has been or will be submitted or published elsewhere in any language. If submitted manuscript includes materials from others, the authors have obtained the permission from the copyright owners.
5) In signing this statement, the author(s) declare(s) that the researches in which they have conducted are in compliance with the current laws of the respective country and UNIMAS Journal Publication Ethics Policy. Any experimentation or research involving human or the use of animal samples must obtain approval from Human or Animal Ethics Committee in their respective institutions. The author(s) agree and understand that UNIMAS Publisher is not responsible for any compensational claims or failure caused by the author(s) in fulfilling the above-mentioned requirements. The author(s) must accept the responsibility for releasing their materials upon request by Chief Editor or UNIMAS Publisher.
6) The author(s) should have participated sufficiently in the work and ensured the appropriateness of the content of the article. The author(s) should also agree that he or she has no commercial attachments (e.g. patent or license arrangement, equity interest, consultancies, etc.) that might pose any conflict of interest with the submitted manuscript. The author(s) also agree to make any relevant materials and data available upon request by the editor or UNIMAS Publisher.
