Paper Title :Service Quality, Customer Satisfaction And Customer Loyalty In Thailand’s Audit Firms
Author :Nuchsarapringviriya, Faudziahhanimhj. Fadzil, Syed Soffian Syed Ismail
Article Citation :Nuchsarapringviriya ,Faudziahhanimhj. Fadzil ,Syed Soffian Syed Ismail ,
(2015 ) " Service Quality, Customer Satisfaction And Customer Loyalty In Thailand’s Audit Firms " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 34-40,
Volume-1,Issue-5
Abstract : Thepurpose of this research is to investigate the relationship between service quality, customer satisfaction and
customer loyalty and to investigate the mediating effects of customer satisfaction on the relationship between service quality
perception and customer loyalty in Thailand’s audit firms. The design of this research used the survey method with data
collection through questionnaire by mailing directly to the owners or department head of finance and accounting department
who act as an agent for their companies and play an important role in engaging auditor for the audit works. A total of 296
respondents were selected from public companies listed on the Stock Exchange of Thailand. Correlation and regression was
performed to analyze the empirical data. The research reveals that service quality has a direct effect on customer satisfaction
and customer loyalty. However, the relationship between service quality and customer loyalty was partially mediated by
customer satisfaction.
Keywords- Service Quality, Customer Satisfaction, Customer Loyalty, Audit Firm
Type : Research paper
Published : Volume-1,Issue-5
DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-2287
View Here
Copyright: © Institute of Research and Journals
|
|
| |
|
PDF |
| |
Viewed - 88 |
| |
Published on 2015-06-16 |
|