Integrating Justice Dimensions and ExpectationConfirmation Model in measuring Customer Satisfaction and Continuance Intention In Private Higher Education in Malaysia: A Conceptual Model

Autor:	Shishi Kumar Piaralal, Mohd Rushidi bin Mohd Amin, Saiful Ahmad Masrani
Rok vydání:	2019
Předmět:	Service (business) Service quality Higher education business.industry Strategy and Management Customer satisfaction Context (language use) Continuance Business and International Management Marketing business Economic Justice Service recovery
Zdroj:	International Journal of Business Excellence. 1:1
ISSN:	1756-0055 1756-0047
DOI:	10.1504/ijbex.2019.10018762
Popis:	In providing a better service in higher education institutions, the aim of implementing online services is to manage customers more efficiently. Higher education institutions often focus on doing it right the first time and tend to ignore the importance of service recovery through justice dimensions when a service failure occurs. Service failure brings many disadvantages to the institutions and this is where justice dimensions through distributive, procedural, interpersonal and informational justice play an important role. The expectation-confirmation model (ECM) is suggested for examining customer satisfaction and continuance intention in the use of online services in the service failure context. The relationships among justice dimensions, ECM, customer satisfaction and continuance intention are given less attention compared to service quality in private higher education institutions in Malaysia. Therefore, the purpose of this paper is to examine customer satisfaction and continuance intention at the post-consumption phase in service failure situation.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_dedup___::2729b3be59e4056626956f75c1645789 https://doi.org/10.1504/ijbex.2019.10018762 Zobrazit plný text záznamu