The moderating role of uncertainty avoidance in the relationship between services quality and customers satisfaction
Other Title(s)
الدور المعدل لتجنب اللأيقين في العلاقة بين جودة الخدمات و رضا الزبائن
Joint Authors
Bu Disah, Jihan Sarah
Alliushi, Bahiyah
Source
Al-Riyada for Business Economics Journal
Issue
Vol. 7, Issue 1 (31 Jan. 2021), pp.153-171, 19 p.
Publisher
Publication Date
2021-01-31
Country of Publication
Algeria
No. of Pages
19
Main Subjects
Topics
Abstract AR
تهدف هذه المقالة إلى اختبار التأثير المعدل للبعد الثقافي "تجنب عدم التأكد" على العلاقة بين جودة الخدمة المدركة و رضا الزبائن فيما يتعلق بالخدمات السياحية في الصحراء الجزائرية.
تم إجراء تحقيق وجمع البيانات من 192 سائحا عن طريق استبيان.
تم استخدام المربعات الصغرى الجزئية SEM و تقدير نموذج القياس وكذلك النموذج الهيكلي لمعالجة البيانات.
أظهرت النتائج عدم وجود تأثير معدل تجنب عدم التأكد في العلاقة بين جودة الخدمات و رضا الزبائن و لكن وجود علاقة إيجابية قوية بين جودة الخدمات و رضا العملاء.
تم اختبار مزيد من الفرضيات و مناقشتها بمزيد من التفاصيل أدناه.
Abstract EN
This paper aims at testing the moderating effect of the cultural dimension 'uncertainty avoidance' on the relationship between perceived service quality and customer satisfaction with regards to tourism services in the algerian Sahara.
A survey was conducted and the data was collected from 192 tourists by means of a questionnaire.
Partial Least Squares SEM was employed and measurement model as well as structural model were estimated for data processing.
The results showed a nonexistent significant moderating effect of uncertainty avoidance in the relationship between services quality and customer satisfaction but a strong positive relationship between services quality and customer satisfaction.
Further hypotheses have been tested and discussed in more details below.
American Psychological Association (APA)
Bu Disah, Jihan Sarah& Alliushi, Bahiyah. 2021. The moderating role of uncertainty avoidance in the relationship between services quality and customers satisfaction. Al-Riyada for Business Economics Journal،Vol. 7, no. 1, pp.153-171.
https://search.emarefa.net/detail/BIM-1021877
Modern Language Association (MLA)
Bu Disah, Jihan Sarah& Alliushi, Bahiyah. The moderating role of uncertainty avoidance in the relationship between services quality and customers satisfaction. Al-Riyada for Business Economics Journal Vol. 7, no. 1 (Jan. 2021), pp.153-171.
https://search.emarefa.net/detail/BIM-1021877
American Medical Association (AMA)
Bu Disah, Jihan Sarah& Alliushi, Bahiyah. The moderating role of uncertainty avoidance in the relationship between services quality and customers satisfaction. Al-Riyada for Business Economics Journal. 2021. Vol. 7, no. 1, pp.153-171.
https://search.emarefa.net/detail/BIM-1021877
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 167-171
Record ID
BIM-1021877
