Level Of Service Quality Of Sme Laboratory Services On Customer Expectation
| dc.contributor.author | Yeow, Liang Ming | |
| dc.date.accessioned | 2016-09-23T01:42:21Z | |
| dc.date.available | 2016-09-23T01:42:21Z | |
| dc.date.issued | 2015-12 | |
| dc.description.abstract | In current business environment, laboratory service companies need to understand and measure the customer expectations based on customers’ perspective in order to reduce the gaps in their service quality. The objective of this study is to examine the relationship between lab service quality and customer expectation in Malaysia moderated by culture. One of the biggest challenges facing by SME commercial laboratory today is the need to develop new business models that stress on meeting the customer expectation. A quantitatve study, using self-administered structured questionnaire adapted from previous studies, are issued using purposive sampling via Google Form and hardcopy format direct distribution to 150 laboratories’ customers in Malaysia. Statistical Package for the Social Sciences (SPSS) and Partial Least Square (PLS) were used to analyse the data. Responsiveness is strong factor influence customer expectation, followed by reliability, test report, tangibility, laboratory staffs attitude and behaviour. In addition, power distance does moderate the effect of tangibility and customer expectation. The research findings can be used to formulate better plan for SME commercial laboratory to help in developing business strategy and selecting best fit approach to apply and to reduce the gap of customer expectation on laboratory service quality. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/2584 | |
| dc.subject | Service Quality Of SME Laboratory | en_US |
| dc.subject | On Customer Expectation | en_US |
| dc.title | Level Of Service Quality Of Sme Laboratory Services On Customer Expectation | en_US |
| dc.type | Thesis | en_US |
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