The mediator effect of customer satisfaction between quality management practices and communication behavior amongst Malaysia Hajj Pilgrims: survey result
Quality management practices (QMP) is one of the most important management in ensuring an organisation continuously improves their business performance. In order to continuously improve in the service and operation, the adoption of QMP is necessary to ensure business excellence. Most previous works...
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| Main Authors: | , , , , , |
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| Format: | Article |
| Published: |
Trans Tech Publications Inc
2014
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| Subjects: | |
| Online Access: | http://dx.doi.org/10.4028/www.scientific.net/AMM.660.1005 http://dx.doi.org/10.4028/www.scientific.net/AMM.660.1005 http://eprints.uthm.edu.my/6481/1/The_Mediator_Effect_of_Customer_Satisfaction_between_Quality.pdf |
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| Summary: | Quality management practices (QMP) is one of the most important management in
ensuring an organisation continuously improves their business performance. In order to
continuously improve in the service and operation, the adoption of QMP is necessary to ensure
business excellence. Most previous works have given less emphasis on mediator effect of customer
satisfaction (CS) between QMP and communication behavior (CB) amongst Malaysia Hajj
pilgrims. A questionnaire was prepared and given to 500 respondents of Malaysian pilgrims which
gave a 70.0% response rate or 350 respondents. Overall descriptive result depicts high level of
QMP, CS and CB, showing that Malaysia Hajj Pilgrims have high satisfaction towards Hajj
services, which are being provided by Hajj Pilgrims organiser. Lembaga Tabung Haji (TH), which
manages more than 80.0% of Malaysia Hajj Pilgrims every year, has performed the excellent
performance towards QMP, CS and CB. This study also revealed that QMP has significant effect on
CS with r = 0.91 at p<0.01 and CS has significant impact on CB with r = 0.39 at p<0.01. The model
has r2=0.75, meaning that 75% of CB is accounted by the CS and QMP. |
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