How to cite this paper
Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction.Management Science Letters , 9(1), 13-24.
Refrences
Abdul Rehman, A. (2012). Customer satisfaction and service quality in Islamic banking: A comparative study in Pakistan, United Arab Emirates and United Kingdom. Qualitative Research in Financial Markets, 4(2/3), 165-175.
Afthanorhan, A., Awang, Z., & Fazella, S. (2017). Perception of tourism impact and support tourism development in Terengganu, Malaysia. Social Sciences, MDPI Publisher.
Afthanorhan, A., Awang, Z., Salleh, F., Ghazali, P., & Rashid, N. (2018). The effect of product quali-ty, medical price and staff skills on patient loyalty via cultural impact in medical tour-ism. Management Science Letters, 8(12), 1421-1424.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017a). The development of comparative bias index. In AIP Conference Proceedings (Vol. 1870, No. 1, p. 060008). AIP Publishing.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017b). The assessment of the performance of covariance-based structural equation modeling and partial least square path modeling. In AIP Conference Proceedings(Vol. 1842, No. 1, p. 030001). AIP Publishing.
AL-Mhasnah, A., Salleh, F., Afthanorhan, A., & Ghazali, P. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Let-ters, 8(12), 1413-1420.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Arambewela, R., & Hall, J. (2006). A comparative analysis of international education satisfaction using SERVQUAL. Journal of Services Research, 6, 141.
Arbuckle, J. L. (1995). Amos for Windows. Analysis of moment structures. Version 3.5. Chicago, IL: SmallWaters.
Awang, Z. (2015). SEM made simple: A gentle approach to learning Structural Equation Modeling. MPWS Rich Publication.
Awang, Z., Afthanorhan, A., & Mamat, M. (2016). The Likert scale analysis using parametric based Structural Equation Modeling (SEM). Computational Methods in Social Sciences, 4(1), 13.
Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: the confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29-45.
Aziz, M. I., Afthanorhan, A., & Awang, Z. (2016). Talent development model for a career in Islamic banking institutions: A SEM approach. Cogent Business & Management, 3(1), 1186259.
Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Services Research, 26(6), 767.
Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological bulletin, 107(2), 238.
Bloemer, J., & Poiesz, T. (1989). The illusion of consumer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 43-48.
Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods & Research, 17(3), 303-316.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
Caruana, A., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1353.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Chenet, P., Tynan, C., & Money, A. (1999). Service performance gap: re-evaluation and redevelopment. Journal of Business Research, 46(2), 133-147.
Cohen, J. (1992). A power primer. Psychological bulletin, 112(1), 155.
Cook, C. (2001). A Mixed-methods Approach to the Identification and Measurement of Academic Library Service Quality Constructs: LibQUAL+: a Dissertation (Doctoral dissertation, Texas A & M University).
Cook, C., & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26(4), 248-258.
Cook, C., Heath, F., & Thompson, B. (2001). Users’ hierarchical perspectives on library service quality: A “LibQUAL+” study. College & Research Libraries, 62(2), 147-153.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 56(3), 55-68.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 58(1), 125-131.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
De Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction. An empirical test of an integrative model. Journal of Economic Psychology, 18(4), 387-406.
Ennew, C. T., & Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research, 46(2), 121-132.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Greenwood, J. T., Watson, A. P., & Dennis, M. (2011). Ten years of libQual: a study of qualitative and quantitative survey results at the University of Mississippi 2001–2010. The Journal of Academic Librarianship, 37(4), 312-318.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
Hair, J., Hair, J., Hollingsworth, C. L., Hollingsworth, C. L., Randolph, A. B., Randolph, A. B., ... & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management & Data Systems, 117(3), 442-458.
Haynes, C. A., Miles, J. N., & Clements, K. (2000). A confirmatory factor analysis of two models of sensation seeking. Personality and Individual Differences, 29(5), 823-839.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hernon, P., Nitecki, D. A., & Altman, E. (1999). Service quality and customer satisfaction: An assessment and future directions. The Journal of Academic Librarianship, 25(1), 9-17.
Hoyle, R. H. (1995). Structural equation modeling: Concepts, issues, and applications. Sage.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.
Jiang, J. J., Klein, G., & Carr, C. L. (2002). Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly, 26(2), 145-166.
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159.
Kiran, K. (2010). Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university. Library Review, 59(4), 261-273.
Kline, R. B. (2015). Principles and practice of structural equation modeling. Guilford publications.
Kotler, P., Ang, S. H., & Tan, C. T. (1996). Marketing and Management: An Asian Perspective.
Lincoln, Y. S. (2002). Insights into library services and users from qualitative research. Library & Information Science Research, 24(1), 3-16.
Martensen, A., & Grønholdt, L. (2003). Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system. The Journal of Academic Librarianship, 29(3), 140-147.
McIntosh, C. N., Edwards, J. R., & Antonakis, J. (2014). Reflections on partial least squares path modeling. Organizational Research Methods, 17(2), 210-251.
McNeish, D. (2017). Multilevel Mediation With Small Samples: A Cautionary Note on the Multilevel Structural Equation Modeling Framework. Structural Equation Modeling: A Multidisciplinary Journal, 24(4), 609-625.
Musyoka, K., & CHIRCHIR, M. K. (2013). Service quality and library user satisfaction among universities in Kenya.
Nitecki, D. A. (1995, March). User expectations for quality library services identified through application of the SERVQUAL scale in an academic library. In Continuity and transformation: the promise of confluence. Proceedings of the 7th Association of College and Research Libraries, National Conference and Research Libraries Natiuonal Conference, March 29-April 1. Chicago: ACRL.
Nitecki, D. A., & Hernon, P. (2000). Measuring service quality at Yale University’s libraries. The Journal of Academic Librarianship, 26(4), 259-273.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Petruzzellis, L., D'Uggento, A. M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality: An International Journal, 16(4), 349-364.
Rönkkö, M. (2014). The effects of chance correlations on partial least squares path modeling. Organizational Research Methods, 17(2), 164-181.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.
Steiger, J. H. (2007). Understanding the limitations of global fit assessment in structural equation modeling. Personality and Individual Differences, 42(5), 893-898.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: a study in a retail environment. Journal of Retailing, 75(1), 77-105.
Taylor, J. (1997). Introduction to error analysis, the study of uncertainties in physical measurements.
Tribe, J., & Snaith, T. (1998). From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba. Tourism management, 19(1), 25-34.
Wang, I. M., & Shieh, C. J. (2006). The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information and Optimization Sciences, 27(1), 193-209.
Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. The Journal of Marketing, 44(4), 68-72.
Westland, J. C. (2015). Structural equation models: From paths to networks(Vol. 22). Springer.
Afthanorhan, A., Awang, Z., & Fazella, S. (2017). Perception of tourism impact and support tourism development in Terengganu, Malaysia. Social Sciences, MDPI Publisher.
Afthanorhan, A., Awang, Z., Salleh, F., Ghazali, P., & Rashid, N. (2018). The effect of product quali-ty, medical price and staff skills on patient loyalty via cultural impact in medical tour-ism. Management Science Letters, 8(12), 1421-1424.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017a). The development of comparative bias index. In AIP Conference Proceedings (Vol. 1870, No. 1, p. 060008). AIP Publishing.
Aimran, A. N., Ahmad, S., Afthanorhan, A., & Awang, Z. (2017b). The assessment of the performance of covariance-based structural equation modeling and partial least square path modeling. In AIP Conference Proceedings(Vol. 1842, No. 1, p. 030001). AIP Publishing.
AL-Mhasnah, A., Salleh, F., Afthanorhan, A., & Ghazali, P. (2018). The relationship between services quality and customer satisfaction among Jordanian healthcare sector. Management Science Let-ters, 8(12), 1413-1420.
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological bulletin, 103(3), 411.
Arambewela, R., & Hall, J. (2006). A comparative analysis of international education satisfaction using SERVQUAL. Journal of Services Research, 6, 141.
Arbuckle, J. L. (1995). Amos for Windows. Analysis of moment structures. Version 3.5. Chicago, IL: SmallWaters.
Awang, Z. (2015). SEM made simple: A gentle approach to learning Structural Equation Modeling. MPWS Rich Publication.
Awang, Z., Afthanorhan, A., & Mamat, M. (2016). The Likert scale analysis using parametric based Structural Equation Modeling (SEM). Computational Methods in Social Sciences, 4(1), 13.
Awang, Z., Afthanorhan, A., Mohamad, M., & Asri, M. A. M. (2015). An evaluation of measurement model for medical tourism research: the confirmatory factor analysis approach. International Journal of Tourism Policy, 6(1), 29-45.
Aziz, M. I., Afthanorhan, A., & Awang, Z. (2016). Talent development model for a career in Islamic banking institutions: A SEM approach. Cogent Business & Management, 3(1), 1186259.
Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.
Babakus, E., & Mangold, W. G. (1992). Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Services Research, 26(6), 767.
Bentler, P. M. (1990). Comparative fit indexes in structural models. Psychological bulletin, 107(2), 238.
Bloemer, J., & Poiesz, T. (1989). The illusion of consumer satisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 43-48.
Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods & Research, 17(3), 303-316.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers' assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
Caruana, A., Money, A. H., & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1353.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Chenet, P., Tynan, C., & Money, A. (1999). Service performance gap: re-evaluation and redevelopment. Journal of Business Research, 46(2), 133-147.
Cohen, J. (1992). A power primer. Psychological bulletin, 112(1), 155.
Cook, C. (2001). A Mixed-methods Approach to the Identification and Measurement of Academic Library Service Quality Constructs: LibQUAL+: a Dissertation (Doctoral dissertation, Texas A & M University).
Cook, C., & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used to evaluate perceptions of library service quality. The Journal of Academic Librarianship, 26(4), 248-258.
Cook, C., Heath, F., & Thompson, B. (2001). Users’ hierarchical perspectives on library service quality: A “LibQUAL+” study. College & Research Libraries, 62(2), 147-153.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The Journal of Marketing, 56(3), 55-68.
Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, 58(1), 125-131.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193-218.
De Ruyter, K., Bloemer, J., & Peeters, P. (1997). Merging service quality and service satisfaction. An empirical test of an integrative model. Journal of Economic Psychology, 18(4), 387-406.
Ennew, C. T., & Binks, M. R. (1999). Impact of participative service relationships on quality, satisfaction and retention: an exploratory study. Journal of Business Research, 46(2), 121-132.
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Greenwood, J. T., Watson, A. P., & Dennis, M. (2011). Ten years of libQual: a study of qualitative and quantitative survey results at the University of Mississippi 2001–2010. The Journal of Academic Librarianship, 37(4), 312-318.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414-433.
Hair, J., Hair, J., Hollingsworth, C. L., Hollingsworth, C. L., Randolph, A. B., Randolph, A. B., ... & Chong, A. Y. L. (2017). An updated and expanded assessment of PLS-SEM in information systems research. Industrial Management & Data Systems, 117(3), 442-458.
Haynes, C. A., Miles, J. N., & Clements, K. (2000). A confirmatory factor analysis of two models of sensation seeking. Personality and Individual Differences, 29(5), 823-839.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135.
Hernon, P., Nitecki, D. A., & Altman, E. (1999). Service quality and customer satisfaction: An assessment and future directions. The Journal of Academic Librarianship, 25(1), 9-17.
Hoyle, R. H. (1995). Structural equation modeling: Concepts, issues, and applications. Sage.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.
Jiang, J. J., Klein, G., & Carr, C. L. (2002). Measuring information system service quality: SERVQUAL from the other side. MIS Quarterly, 26(2), 145-166.
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications Policy, 28(2), 145-159.
Kiran, K. (2010). Service quality and customer satisfaction in academic libraries: Perspectives from a Malaysian university. Library Review, 59(4), 261-273.
Kline, R. B. (2015). Principles and practice of structural equation modeling. Guilford publications.
Kotler, P., Ang, S. H., & Tan, C. T. (1996). Marketing and Management: An Asian Perspective.
Lincoln, Y. S. (2002). Insights into library services and users from qualitative research. Library & Information Science Research, 24(1), 3-16.
Martensen, A., & Grønholdt, L. (2003). Improving library users’ perceived quality, satisfaction and loyalty: an integrated measurement and management system. The Journal of Academic Librarianship, 29(3), 140-147.
McIntosh, C. N., Edwards, J. R., & Antonakis, J. (2014). Reflections on partial least squares path modeling. Organizational Research Methods, 17(2), 210-251.
McNeish, D. (2017). Multilevel Mediation With Small Samples: A Cautionary Note on the Multilevel Structural Equation Modeling Framework. Structural Equation Modeling: A Multidisciplinary Journal, 24(4), 609-625.
Musyoka, K., & CHIRCHIR, M. K. (2013). Service quality and library user satisfaction among universities in Kenya.
Nitecki, D. A. (1995, March). User expectations for quality library services identified through application of the SERVQUAL scale in an academic library. In Continuity and transformation: the promise of confluence. Proceedings of the 7th Association of College and Research Libraries, National Conference and Research Libraries Natiuonal Conference, March 29-April 1. Chicago: ACRL.
Nitecki, D. A., & Hernon, P. (2000). Measuring service quality at Yale University’s libraries. The Journal of Academic Librarianship, 26(4), 259-273.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
Petruzzellis, L., D'Uggento, A. M., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality: An International Journal, 16(4), 349-364.
Rönkkö, M. (2014). The effects of chance correlations on partial least squares path modeling. Organizational Research Methods, 17(2), 164-181.
Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12.
Spreng, R. A., & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214.
Steiger, J. H. (2007). Understanding the limitations of global fit assessment in structural equation modeling. Personality and Individual Differences, 42(5), 893-898.
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: a study in a retail environment. Journal of Retailing, 75(1), 77-105.
Taylor, J. (1997). Introduction to error analysis, the study of uncertainties in physical measurements.
Tribe, J., & Snaith, T. (1998). From SERVQUAL to HOLSAT: holiday satisfaction in Varadero, Cuba. Tourism management, 19(1), 25-34.
Wang, I. M., & Shieh, C. J. (2006). The relationship between service quality and customer satisfaction: the example of CJCU library. Journal of Information and Optimization Sciences, 27(1), 193-209.
Westbrook, R. A. (1980). A rating scale for measuring product/service satisfaction. The Journal of Marketing, 44(4), 68-72.
Westland, J. C. (2015). Structural equation models: From paths to networks(Vol. 22). Springer.