[雙語翻譯]外文翻譯--馬來西亞服務業(yè)服務質(zhì)量、信任和感知價值對顧客忠誠的影響（英文）

1、 Procedia - Social and Behavioral Sciences 164 ( 2014 ) 298 – 304 Available online at www.sciencedirect.com1877-0428 © 2014 The Authors. Published by Elsevier Ltd. This is an open access article under the CC

2、BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/3.0/). Peer-review under responsibility of the School of Accountancy, College of Business, Universiti Utara Malaysia. doi: 10.1016/j.sbspro.2014.11.080 Sci

3、enceDirectInternational Conference on Accounting Studies 2014, ICAS 2014, 18-19 August 2014, Kuala Lumpur, Malaysia Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industri

4、es Firend A. Rasheed*, Masoumeh F. Abadi Universiti Teknologi Malaysia Abstract The purpose of this study is to investigate the effect of service quality, trust and customer perceived value on customer loyalty in the Ma

5、laysia services sector. The research examines three factors of service quality, trust and perceived value by customers in the banking, insurance, and telecommunications industry. A quantitative approach was employed to

6、measure the relationships between the variables of the study. Statistical tests included descriptive statistics, internal consistency, reliability, validity, correlation and regression were conducted to determine the r

7、elationship and to validate the study. The study found that there is positive relationship between service quality and trust, service quality and perceived value, trust and customer loyalty and perceived value and cust

8、omer loyalty. Consequently, based on findings, service quality, trust and perceived value are considered to be antecedents of customer loyalty. © 2014 The Authors. Published by Elsevier Ltd. Peer-review under resp

9、onsibility of the School of Accountancy, College of Business, Universiti Utara Malaysia. Keywords: Service quality; perceived value; customer loyalty; Malaysia 1. Introduction Copacino (1997) asserts that companies can d

10、ecrease their operating cost, overall expenses and increase their profit by having loyal customers. Copacino also concluded that that five percent reduction in the number of customers may decrease firm’s profits by as

11、much as 50 percent or more. In contrast, an improvement of five ?????????? ?* Corresponding author. E-mail address: firend@ibs.utm.my © 2014 The Authors. Published by Elsevier Ltd. This is an open access article un

12、der the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/3.0/). Peer-review under responsibility of the School of Accountancy, College of Business, Universiti Utara Malaysia.300 Firend A. Rasheed and M

13、asoumeh F. Abadi / Procedia - Social and Behavioral Sciences 164 ( 2014 ) 298 – 304 ? ? ?5. Significance of the study Generally, companies in the services industry work closely with their customers to determine c

14、ompetitive pricing indicators; service quality indicators along with other anticipatory factors that help determine future need and services. However, in Malaysia there are numerous complaints that the services sector

15、is no match to that of Singapore, Japan or other industrial economies. Hence, this research will help determine key factors contributing to such perception in an attempt to highlight probable causes. And whether manage

16、rs in the services industry are aware of consumer’s perceptions regarding key value determinants, such as awareness of current market position, segmentation, service quality, and reactions to such perceptions in order

17、to improve customer perceived value, trust and service quality. 6. Literature review Eakuru and Mat (2008) argue that creating a strong link with customers with the intention of increasing customer loyalty is a main pr

18、iority for most firms. Reichheld and Teal (1996) corresponds to this view by stating that better service develops a positive word of mouth and ultimately repurchasing that leads to higher contribution to profitability.

19、 Morgan and Hunt (1994) also corresponds to this view, while Fred and Christine (2003) observed that value and better service creates mutually beneficial relationship between the firm and customers. Furthermore, many r

20、esearchers have identified customer loyalty as a primary driver to organizational success. A significant study is done by Lam and Burton (2006) that suggests that loyal customers tend to have higher likelihood of repur

21、chasing from a supplier than non-loyal customers. They further suggest that loyal customers significantly contribute to market share growth. This conclusion is also shared by Lam and Burton (2006), Wills (2009), and Y

22、ap, Ramayah and Shahidan (2012). Bennet and Rundle-Thiele (2002) described loyalty as customers’ intention towards a firm as a function and undergoes a psychological process. Two dimensions are defined for customer loy

23、alty: behavioral and attitudinal. Attitudinal dimension refers to parameters such as repurchasing imagination, resistant to buy to other firms, tend to introduce, persist and persuade the others to use a company’s spec

24、ific product or service (Parasuraman, Leonard, responsiveness, reliability, empathy, assurance, and tangibility. Further research studies have also confirms the above findings that there is a significant positive rel

25、ationship between service quality and perceived value. Value or perceived quality can be defined as the assessment of the difference in perception between actual service performed and customers’ expectations (Cronin, 1