The mediator effect of customer satisfaction between quality management practices and communication behavior amongst Malaysia Hajj Pilgrims: survey result

Ahmad@Mohamad, Md Fauzi and Arif, M. S. M. and Zakuan, Norhayati and Rahman, S. S. S. A. and Latif, M. B. A. and Khalid, M. R. (2014) The mediator effect of customer satisfaction between quality management practices and communication behavior amongst Malaysia Hajj Pilgrims: survey result. Applied Mechanics and Materials, 660 . pp. 1005-1009. ISSN 1662-7482

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Official URL: http://dx.doi.org/10.4028/www.scientific.net/AMM.6...

Abstract

Quality management practices (QMP) is one of the most important management in ensuring an organisation continuously improves their business performance. In order to continuously improve in the service and operation, the adoption of QMP is necessary to ensure business excellence. Most previous works have given less emphasis on mediator effect of customer satisfaction (CS) between QMP and communication behavior (CB) amongst Malaysia Hajj pilgrims. A questionnaire was prepared and given to 500 respondents of Malaysian pilgrims which gave a 70.0% response rate or 350 respondents. Overall descriptive result depicts high level of QMP, CS and CB, showing that Malaysia Hajj Pilgrims have high satisfaction towards Hajj services, which are being provided by Hajj Pilgrims organiser. Lembaga Tabung Haji (TH), which manages more than 80.0% of Malaysia Hajj Pilgrims every year, has performed the excellent performance towards QMP, CS and CB. This study also revealed that QMP has significant effect on CS with r = 0.91 at p<0.01 and CS has significant impact on CB with r = 0.39 at p<0.01. The model has r2=0.75, meaning that 75% of CB is accounted by the CS and QMP.

Item Type:Article
Uncontrolled Keywords:quality management; customer satsifaction; communication behavior
Subjects:H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions:Faculty of Technology Management and Business > Department of Production and Operation
ID Code:6481
Deposited By:Normajihan Abd. Rahman
Deposited On:27 Apr 2015 16:11
Last Modified:27 Apr 2015 16:11

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