A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies

Suz Jack, Chan (2015) A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies. Masters thesis, Universiti Sains Malaysia.

[img]
Preview
 PDF
Download (463kB) | Preview

Abstract

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.

Item Type: Thesis (Masters)
Subjects: H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions: Pusat Pengajian Siswazah Perniagaan (Graduate School of Business) > Thesis
Depositing User: Mr Firdaus Mohamad
Date Deposited: 01 Nov 2016 01:15
Last Modified: 12 Apr 2019 05:25
URI: http://eprints.usm.my/id/eprint/30932

Actions (login required)

View Item View Item
USM Repository is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.
Share