Volume 2
- Number 2 (2009)
Volume 3
- Number 1 (2010)
- Number 2 (2010)
Volume 4
- Number 1 (2011)
- Number 2 (2011)
Volume 5
- Number 1 (2012)
- Number 2 (2012)
Volume 6
- 2013
Volume 7
Volume 8
- Number 1 (2015)
- Number 2 (2015)

CALL FOR PAPERS YEAR 2017

IMPORTANT DATES:
Submission Due Date: May 12, 2017
Notification to Authors: May 31, 2017
Journal Publication: July 15, 2017 onwards


EDITORIAL BOARD

Journal of Engineering & Technological Advances
Chief Editor:
Dr. Chia Chee Ming
Deputy Chief Editor:
Dr. Leelavathi Rajamanickam
Editors:
Prof. Omar Munir
Dr. Yap Pow Seng
Pn. Salmaliza Salleh
Mr. Chen Woon Choong
Ms. Kate Lam Woon Yee
 
Asia Pacific Journal of Health Sciences Research
Chief Editor:
Dr Neeraj Malhotra
Deputy Chief Editor:
Prof. Dr. Jamaludin Zainol
Editors:
Datuk Dr Khairiyah Abd Muttalib
Prof. Dr Nyan HL
Assoc. Prof. Tey Kim Kuan
Assoc. Prof. Ong Bee Leng
 
Asia Pacific Journal of Business, Humanities & Education
Chief Editor:
Dr. Mahiswaran Selvanathan
Deputy Chief Editor:
Assoc. Prof. Dr. Stanley Yap
Editors:
Assoc. Prof. Dr. Firdaus Low Abdullah
Dr. Mahadevan Supramaniam
Dr. Chong Wei Ying
Dr. Ramachandran Ponnan
 
 
DEVELOPMENT OF SERVICE QUALITY DIMENSIONS IN MALAYSIA ? THE CASE OF A MULTICULTURAL SOCIETY
Author : Ting Lee Hui, Boo Huey Chern, Mohhidin Othman
Formats available : Flipbook (English)
You have : FREE Access
 
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Abstract
Service quality (SERVQUAL) is now recognized as an integral component of a firm's customer satisfaction program. Therefore, it is important to understand how consumers perceive the quality of services rendered, as well as how these perceptions are translated into customer satisfaction and behavioral intentions. Since delivering high SERVQUAL is the cornerstone of any marketing strategy, the marketer must have the means to measure it. Despite the dearth of SERVQUAL studies in the non-Western market in the literature, the SERVQUAL dimensions have failed to receive much attention outside the Western market. This study attempts to examine the SERVQUAL dimensions of those who are concerned with the hospitality and tourism industry in Malaysia.
 
Authors(s) Affiliations
Department of Food Service and Management, Universiti Putra Malaysia, Malaysia.