THE IMPACT OF ASSURANCE AND EMPATHY ON THE SATISFACTION OF THE CUSTOMERS
DOI:
https://doi.org/10.61841/y628sy81Keywords:
Assurance, Empathy, Satisfaction, Customers SatisfactionAbstract
The goal of this literature is to inspect the role of assurance and empathy on the satisfaction of the customers in Malaysia. The data were collected from the customers and SPSS was used to test the hypotheses testing. The results specified that positive links among the assurance and empathy and satisfaction of the customers in Malaysia. These results are accommodating the future researchers and policymakers that they should developed the policies that enhance the customer satisfaction in the country.
Downloads
References
[1] Abd-El-Salam, E. M., Shawky, A. Y., & El-Nahas, T. (2013). The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company. The Business & Management Review, 3(2), 177-185.
[2] Agha, S., Alrubaiee, L., & Jamhour, M. (2012). Effect of core competence on competitive advantage and organizational performance. International Journal of Business and Management, 7(1), 192-203.
[3] Alabede, J. O., Ariffin, Z., & Idris, K. M. (2011). Public governance quality and tax compliance behavior in Nigeria: The moderating role of financial condition and risk preference. Issues in Social and Environmental Accounting, 5(1/2), 3-24.
[4] Aliverdi, R., Naeni, L. M., & Salehipour, A. (2013). Monitoring project duration and cost in a construction project by applying statistical quality control charts. International Journal of Project Management, 31(3), 411-423.
[5] Almansour, Y. M. (2012). The impact of total quality management components on small and medium enterprises' financial performance in Jordan. Researchers World, 3(1), 87-100.
[6] Hussain, M. S., Musa, M. M., & Omran, A. (2019). The Impact of Regulatory Capital on Risk Taking By Pakistani Banks. SEISENSE Journal of Management, 2(2), 94-103.
[7] Hussain, M. S., Musa, M. M. B., & Omran, A. A. (2018). The Impact of Private Ownership Structure on Risk Taking by Pakistani Banks: An Empirical Study. Pakistan Journal of Humanities and Social Sciences, 6(3), 325- 337.
[8] Naik, C. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
[9] Nawaz, M. A., Afzal, N., & Shehzadi, K. (2013). Problems of formally employed women: A case study of Bahawalnagar, Pakistan. Asian Journal of Empirical Research, 3(10), 1291-1299.
[10] Nawaz, M. A., Azam, M. A., & Bhatti, M. A. (2019). Are Natural Resources, Mineral and Energy Depletions Damaging Economic Growth? Evidence from ASEAN Countries. Pakistan Journal of Economic Studies, 2(2), 15- 28.
[11] Nawaz, M. A., & Hassan, S. (2016). Investment and Tourism: Insights from the Literature. International Journal of Economics Perspectives, 10(4), 581-590.
[12] Ndubisi, N. O. (2007). Customers’ perceptions and intention to adopt Internet banking: the moderation effect of computer self-efficacy. Ai & Society, 21(3), 315-327.
[13] Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16(5), 396-406.
[14] Voutinioti, A. (2013). Determinants of user adoption of e-government services in Greece and the role of citizen service centres. Procedia Technology, 8, 238-244.
[15] Nguyen H.N., Tham J., Khatibi A., Azam S.M.F. (2019). Enhancing the capacity of tax authorities and its impact on transfer pricing activities of FDI enterprises in Ha Noi, Ho Chi Minh, Dong Nai, and Binh Duong province of Vietnam , Management Science Letters
[16] Nikhashemi S.R., Paim L., Haque A., Khatibi A., Tarofder A. K. (2013). Internet technology, Crm and customer loyalty: Customer retention and satisfaction perspective , Middle East Journal of Scientific Research
[17] Pathiratne S.U., Khatibi A., Md Johar M.G. (2018). CSFs for Six Sigma in service and manufacturing companies: an insight on literature, International Journal of Lean Six Sigma
[18] Seneviratne K., Hamid J.A., Khatibi A., Azam F., Sudasinghe S. (2019). Multi-faceted professional development designs for science teachers' self-efficacy for inquiry-based teaching: A critical review, Universal Journal of Educational Research
[19] Sudari S.A., Tarofder A.K., Khatibi A., Tham J. (2019). Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products, Management Science Letters
[20] Tarofder A.K., Haque A., Hashim N., Azam, S. M. F., Sherief S. R. (2019). Impact of ecological factors on nationwide supply chain performance, Ekoloji
Downloads
Published
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
You are free to:
- Share — copy and redistribute the material in any medium or format for any purpose, even commercially.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
- The licensor cannot revoke these freedoms as long as you follow the license terms.
Under the following terms:
- Attribution — You must give appropriate credit , provide a link to the license, and indicate if changes were made . You may do so in any reasonable manner, but not in any way that suggests the licensor endorses you or your use.
- No additional restrictions — You may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.
Notices:
You do not have to comply with the license for elements of the material in the public domain or where your use is permitted by an applicable exception or limitation .
No warranties are given. The license may not give you all of the permissions necessary for your intended use. For example, other rights such as publicity, privacy, or moral rights may limit how you use the material.
