Service Quality Dimensions and Members’ Satisfaction: A Mixed-Methods Approach
This study attempts to investigate the relationship between service quality dimensions and satisfaction of credit cooperative members in Sarawak. This study used mixed method approach that involves two phases. The first phase employed a focus group interview to explore the experiences concerning...
| Main Authors: | , , |
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| Format: | Proceeding |
| Language: | English |
| Published: |
2016
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| Subjects: | |
| Online Access: | http://ir.unimas.my/id/eprint/14151/ http://ir.unimas.my/id/eprint/14151/1/Service%20Quality.pdf |
| Summary: | This study attempts to investigate the relationship between service quality dimensions and
satisfaction of credit cooperative members in Sarawak. This study used mixed method approach
that involves two phases. The first phase employed a focus group interview to explore the
experiences concerning service quality. The result in the first phase is used in the second phase of
the study. The second phase of this study uses a quantitative methodology which employs a selfadministered
and a cross sectional survey design. 500 copies of questionnaires were distributed to
credit cooperative members and 367 usable copies were subsequently collected. Partial least
squares structural equation modelling (PLS-SEM) was utilized to assess the effect of service quality
dimensions on members’ satisfaction. From the first phase of this study, the researcher has found
a new dimension named Personal Interaction in the Service Quality Model. The findings show that
assurance, tangibility, reliability, responsiveness and personal interaction have positive effect on
members’ satisfaction whereas empathy does not. This study has important implications for policy
makers, government and stakeholders of cooperatives for devising appropriate interventions that
could enhance the satisfaction of members in credits cooperatives. |
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