How to cite this paper
Ali, E., Sabri, M., Nor, N., Rani, P., Yusof, R & Wijekoon, R. (2021). Determinants of pet owner's loyalty using modified SERVQUAL.Management Science Letters , 11(4), 1245-1252.
Refrences
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Al-Borie, H. M., & Sheikh Damanhouri, A. M. (2013). Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30. doi:10.1108/09526861311288613.
Aliman, N. K., & Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia Social and Behavioral Sciences, 224, 141-148. doi: 10.1016/j.sbspro.2016.05.419.
Animal Welfare Act. (2015). Retrieved on 8/9/2020 from https://www.cljlaw.com/files/bills/ pdf/2015/ MY_ FS_ BIL_ 2015_19.pdf.
Bhatti, M. A., Juhari, A. S., Piaralal, S. K., & Piaralal, N. K. (2017). Knowledge workers job performance: An examination of career values, perceived organizational support and career satisfaction. Business and Management Horizons, 5(2), 13-35. doi:10.5296/bmh.v5i2.12138.
Blach, E. L. (2009). Customer service in equine veterinary medicine. Veterinary Clinics of North America: Equine Practice, 25(3), 421-432. doi:10.1016/j.cveq.2009.07.001.
Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658-673. doi:10.1108/09526861011071580.
Cito, F., Rijks, J., Rantsios, A. T., Cunningham, A. A., Baneth, G., Guardabassi, L., ... & Giovannini, A. (2016). Prioritization of companion animal transmissible diseases for policy intervention in Europe. Journal of Comparative Pathology, 155(1), S18-S26. doi:10.1016/j.jcpa.2015.01.007.
Damborg, P., Broens, E. M., Chomel, B. B., Guenther, S., Pasmans, F., Wagenaar, J. A., ... & Guardabassi, L. (2016). Bacterial zoonoses transmitted by household pets: state-of-the-art and future perspectives for targeted research and policy actions. Journal of Comparative Pathology, 155(1), S27-S40. doi:10.1016/j.jcpa.2015.03.004.
Dassanayake, P. S., & Weerasiri, S. (2016). The impact of service quality on customer satisfaction: A case study based the impact of service quality on customer satisfaction : A case study based on Sri Lankan Veterinary Hospital. International Reserach Symposium of Rajarata University of Sri Lanka, 197-204.
Derks, M., van de Ven, L. M., van Werven, T., Kremer, W. D., & Hogeveen, H. (2012). The perception of veterinary herd health management by Dutch dairy farmers and its current status in the Netherlands: A survey. Preventive veterinary medicine, 104(3-4), 207-215. doi:10.1016/j.prevetmed.2011.12.019.
Hodgson, K., Barton, L., Darling, M., Antao, V., Kim, F. A., & Monavvari, A. (2015). Pets’ impact on your patients, health: leveraging benefits and mitigating risk. The Journal of the American Board of Family Medicine, 28(4), 526-534. doi:10.3122/jabfm.2015.04.140254.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007), The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet, Managing Service Quality: An International Journal, 17(4), 361-384. doi:10.1108/09604520710760526.
Kondasani, R. K. R., & Panda, R. K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452-467. doi:10.1108/IJHCQA-01-2015-0008.
Management Study Guide. (2008). Different Types of Customers. Retrieved on 9/8/2020 from https://www.managementstudyguide.com/types-of-customers.htm.
Nawaz, M., Nazir, B., Jamil, M., Aftab, J., & Razaaq, M. (2016). Service quality in public and private hospitals in Pakistan : An analysis using SERVQUBAL Model. Apeejay-Journal of Management Sciences and Technology, 4(1), 13-25.
Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63(Special Issue), 33-44, doi:10.1177/00222429990634s105.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. doi:10.1177/002224298504900403.
Park, G. W., Kim, Y., Park, K., & Agarwal, A. (2016). Patient-centric quality assessment framework for healthcare services. Technological Forecasting and Social Change, 113, 468-474. doi:10.1016/j.techfore.2016.07.012.
Rai, A. K., & Srivastava, M. (2012). Customer loyalty attributes: A perspective. NMIMS management review, 22(2), 49-76.
Ranabhat, D. (2018). Customer loyalty in businss (Unpublished tdoctoral thesis), Centria University of Applied Sciences, Finland. Retrieved on 9/8/2020 from https://www.theseus.fi/bitstream/handle/ 10024/142883/ Ranabhat% 20Durga% 20. pdf? sequence=1&isAllowed=y.
Simanjuntak, M., Nur, H., Sartono, B., & Sabri, M. F. (2020a). A general structural equation model of the emotions and repurchase intention in modern retail. Management Science Letters, 10(4), 801-814. doi: 10.5267/j.msl.2019.10.017.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020b). Enhancing customer retention using customer rela-tionship management approach in car loan business. Cogent Business & Management, 7(1), 1-17. doi:10.1080/23311975.2020.1738200.
Soares, J. A., Galvão, A. L. B., de Matos, L. V. S., Pierucci, J. C., Bresciani, K. D. S., & Pizzinatto, N. K. (2017). Marketing strategies in small animal clinical practice. International Journal of Pharmaceutical and Healthcare Marketing, 11(3), 235-247. doi:10.1108/IJPHM-12-2015-0057.
STAR. (2019). Animal doctors needed. Retrieved on 9/8/2020 from https://www.thestar. com.my/news/ nation/ 2018/05/06/animal-doctors-needed/.
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of consumer marketing, 20(4), 294-316. doi:10.1108/07363760310483676.
Vidić, V., Savić, S., Vidić, B., & Grgić, Ž. (2013). Importance and application of marketing in small animal practice. Biotechnology in Animal Husbandry, 29(4), 741-749. doi: 10.2298/BAH1304741V.
Al-Borie, H. M., & Sheikh Damanhouri, A. M. (2013). Patients’ satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis. International Journal of Health Care Quality Assurance, 26(1), 20-30. doi:10.1108/09526861311288613.
Aliman, N. K., & Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia Social and Behavioral Sciences, 224, 141-148. doi: 10.1016/j.sbspro.2016.05.419.
Animal Welfare Act. (2015). Retrieved on 8/9/2020 from https://www.cljlaw.com/files/bills/ pdf/2015/ MY_ FS_ BIL_ 2015_19.pdf.
Bhatti, M. A., Juhari, A. S., Piaralal, S. K., & Piaralal, N. K. (2017). Knowledge workers job performance: An examination of career values, perceived organizational support and career satisfaction. Business and Management Horizons, 5(2), 13-35. doi:10.5296/bmh.v5i2.12138.
Blach, E. L. (2009). Customer service in equine veterinary medicine. Veterinary Clinics of North America: Equine Practice, 25(3), 421-432. doi:10.1016/j.cveq.2009.07.001.
Butt, M. M., & de Run, E. C. (2010). Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7), 658-673. doi:10.1108/09526861011071580.
Cito, F., Rijks, J., Rantsios, A. T., Cunningham, A. A., Baneth, G., Guardabassi, L., ... & Giovannini, A. (2016). Prioritization of companion animal transmissible diseases for policy intervention in Europe. Journal of Comparative Pathology, 155(1), S18-S26. doi:10.1016/j.jcpa.2015.01.007.
Damborg, P., Broens, E. M., Chomel, B. B., Guenther, S., Pasmans, F., Wagenaar, J. A., ... & Guardabassi, L. (2016). Bacterial zoonoses transmitted by household pets: state-of-the-art and future perspectives for targeted research and policy actions. Journal of Comparative Pathology, 155(1), S27-S40. doi:10.1016/j.jcpa.2015.03.004.
Dassanayake, P. S., & Weerasiri, S. (2016). The impact of service quality on customer satisfaction: A case study based the impact of service quality on customer satisfaction : A case study based on Sri Lankan Veterinary Hospital. International Reserach Symposium of Rajarata University of Sri Lanka, 197-204.
Derks, M., van de Ven, L. M., van Werven, T., Kremer, W. D., & Hogeveen, H. (2012). The perception of veterinary herd health management by Dutch dairy farmers and its current status in the Netherlands: A survey. Preventive veterinary medicine, 104(3-4), 207-215. doi:10.1016/j.prevetmed.2011.12.019.
Hodgson, K., Barton, L., Darling, M., Antao, V., Kim, F. A., & Monavvari, A. (2015). Pets’ impact on your patients, health: leveraging benefits and mitigating risk. The Journal of the American Board of Family Medicine, 28(4), 526-534. doi:10.3122/jabfm.2015.04.140254.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007), The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet, Managing Service Quality: An International Journal, 17(4), 361-384. doi:10.1108/09604520710760526.
Kondasani, R. K. R., & Panda, R. K. (2015). Customer perceived service quality, satisfaction and loyalty in Indian private healthcare. International Journal of Health Care Quality Assurance, 28(5), 452-467. doi:10.1108/IJHCQA-01-2015-0008.
Management Study Guide. (2008). Different Types of Customers. Retrieved on 9/8/2020 from https://www.managementstudyguide.com/types-of-customers.htm.
Nawaz, M., Nazir, B., Jamil, M., Aftab, J., & Razaaq, M. (2016). Service quality in public and private hospitals in Pakistan : An analysis using SERVQUBAL Model. Apeejay-Journal of Management Sciences and Technology, 4(1), 13-25.
Oliver, R. L. (1999). Whence Consumer Loyalty?. Journal of Marketing, 63(Special Issue), 33-44, doi:10.1177/00222429990634s105.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50. doi:10.1177/002224298504900403.
Park, G. W., Kim, Y., Park, K., & Agarwal, A. (2016). Patient-centric quality assessment framework for healthcare services. Technological Forecasting and Social Change, 113, 468-474. doi:10.1016/j.techfore.2016.07.012.
Rai, A. K., & Srivastava, M. (2012). Customer loyalty attributes: A perspective. NMIMS management review, 22(2), 49-76.
Ranabhat, D. (2018). Customer loyalty in businss (Unpublished tdoctoral thesis), Centria University of Applied Sciences, Finland. Retrieved on 9/8/2020 from https://www.theseus.fi/bitstream/handle/ 10024/142883/ Ranabhat% 20Durga% 20. pdf? sequence=1&isAllowed=y.
Simanjuntak, M., Nur, H., Sartono, B., & Sabri, M. F. (2020a). A general structural equation model of the emotions and repurchase intention in modern retail. Management Science Letters, 10(4), 801-814. doi: 10.5267/j.msl.2019.10.017.
Simanjuntak, M., Putri, N. E., Yuliati, L. N., & Sabri, M. F. (2020b). Enhancing customer retention using customer rela-tionship management approach in car loan business. Cogent Business & Management, 7(1), 1-17. doi:10.1080/23311975.2020.1738200.
Soares, J. A., Galvão, A. L. B., de Matos, L. V. S., Pierucci, J. C., Bresciani, K. D. S., & Pizzinatto, N. K. (2017). Marketing strategies in small animal clinical practice. International Journal of Pharmaceutical and Healthcare Marketing, 11(3), 235-247. doi:10.1108/IJPHM-12-2015-0057.
STAR. (2019). Animal doctors needed. Retrieved on 9/8/2020 from https://www.thestar. com.my/news/ nation/ 2018/05/06/animal-doctors-needed/.
Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of consumer marketing, 20(4), 294-316. doi:10.1108/07363760310483676.
Vidić, V., Savić, S., Vidić, B., & Grgić, Ž. (2013). Importance and application of marketing in small animal practice. Biotechnology in Animal Husbandry, 29(4), 741-749. doi: 10.2298/BAH1304741V.