Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa

The main purpose of this study is to develop a mediating effect understanding of customer satisfaction on service quality and trust relationship in Malaysia rural tourism. The model was developed and later tested by adopting the partial Least Square (PLS) procedure on data collected from a survey th...

Full description

Bibliographic Details
Main Author:	Sentosa, Ilham
Format:	Article
Language:	English
Published:	Faculty of Business Management 2013
Subjects:	Travel and state. Tourism
Online Access:	http://ir.uitm.edu.my/id/eprint/8735/ http://ir.uitm.edu.my/id/eprint/8735/1/AJ_ZAHIR%20OSMAN%20BMQR%2013.pdf

id	uitm-8735
recordtype	eprints
spelling	uitm-87352019-03-18T07:39:53Z http://ir.uitm.edu.my/id/eprint/8735/ Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa Sentosa, Ilham Travel and state. Tourism The main purpose of this study is to develop a mediating effect understanding of customer satisfaction on service quality and trust relationship in Malaysia rural tourism. The model was developed and later tested by adopting the partial Least Square (PLS) procedure on data collected from a survey that yielded 295 usable questionnaires. The findings showed that service quality enhances satisfaction in Malaysia rural tourism. It was also revealed that satisfaction partially mediates the relationship between service quality and trust. In future more research needs to be carried out to explore the role of satisfaction in Malaysia rural tourism industry. It is important to do the study utilizing experimental design by capturing longitudinal data in Malaysia rural tourism industry using robust measures. The findings imply that the relationship between satisfaction and profitability may reside in satisfaction’s influence on trust, and that satisfaction plays a crucial function within the Malaysia rural tourism industry. This research is one of the first known attempts to use PLS to test a mediation effect. Faculty of Business Management 2013 Article NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/8735/1/AJ_ZAHIR%20OSMAN%20BMQR%2013.pdf Sentosa, Ilham (2013) Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa. Business and Management Quarterly Review (BMQR), 4 (2). pp. 12-25. ISSN 2180-2777
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Travel and state. Tourism
spellingShingle	Travel and state. Tourism Sentosa, Ilham Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
description	The main purpose of this study is to develop a mediating effect understanding of customer satisfaction on service quality and trust relationship in Malaysia rural tourism. The model was developed and later tested by adopting the partial Least Square (PLS) procedure on data collected from a survey that yielded 295 usable questionnaires. The findings showed that service quality enhances satisfaction in Malaysia rural tourism. It was also revealed that satisfaction partially mediates the relationship between service quality and trust. In future more research needs to be carried out to explore the role of satisfaction in Malaysia rural tourism industry. It is important to do the study utilizing experimental design by capturing longitudinal data in Malaysia rural tourism industry using robust measures. The findings imply that the relationship between satisfaction and profitability may reside in satisfaction’s influence on trust, and that satisfaction plays a crucial function within the Malaysia rural tourism industry. This research is one of the first known attempts to use PLS to test a mediation effect.
format	Article
author	Sentosa, Ilham
author_facet	Sentosa, Ilham
author_sort	Sentosa, Ilham
title	Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
title_short	Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
title_full	Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
title_fullStr	Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
title_full_unstemmed	Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa
title_sort	influence of customer satisfaction on service quality and trust relationship in malaysian rural tourism / zahir osman and ilham sentosa
publisher	Faculty of Business Management
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/8735/ http://ir.uitm.edu.my/id/eprint/8735/1/AJ_ZAHIR%20OSMAN%20BMQR%2013.pdf
first_indexed	2023-09-18T22:47:25Z
last_indexed	2023-09-18T22:47:25Z
_version_	1777417317968248832

Influence of customer satisfaction on service quality and trust relationship in Malaysian rural tourism / Zahir Osman and Ilham Sentosa

Similar Items