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The Impact of Service Quality on Customer Satisfaction: The Mediating Effect of Perceived Price in Thailand Small Medium Enterprises

2023-12-27Journal article Open access
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dc.contributor.authorChmaitilly, Arwa
dc.date.accessioned2023-12-27T12:28:50Z
dc.date.available2023-12-27T12:28:50Z
dc.date.issued2023-12-27
dc.description.abstractThis study investigates the impact of service quality on customer satisfaction, with a special focus on the mediating role of perceived price in the context of Thailand's Small and Medium Enterprises (SMEs). In an era where service quality has become a pivotal factor in differentiating businesses, particularly in the SME sector, understanding its influence on customer satisfaction is crucial. The study also explores how the perception of price plays a mediating role in this relationship, a factor that is particularly relevant in the cost-sensitive market of Thailand. A quantitative research methodology was employed, utilizing a structured questionnaire to collect data from a sample of 324 respondents, comprising customers of various SMEs in Thailand. The questionnaire was designed to measure perceptions of service quality, customer satisfaction, and the perceived price. Statistical analyses, including regression analysis and mediation analysis, were conducted to examine the relationships between these variables. The results of the study are expected to provide insightful implications for SMEs in Thailand, demonstrating how service quality directly influences customer satisfaction and how this relationship is further shaped by the customers' perception of price. This research not only contributes to the academic understanding of these dynamics but also offers practical guidance for SMEs in optimizing their service delivery and pricing strategies to enhance customer satisfaction.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationChmaitilly, A. (2023). The Impact of Service Quality on Customer Satisfaction: The Mediating Effect of Perceived Price in Thailand Small Medium Enterprises. Dutch Journal of Finance and Management, 6(2), 25060. https://doi.org/10.55267/djfm/14059pt_PT
dc.identifier.doihttps://doi.org/10.55267/djfm/14059pt_PT
dc.identifier.issn2542-4750
dc.identifier.urihttp://hdl.handle.net/10400.26/48614
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherIADITI Editionspt_PT
dc.relation.publisherversionhttps://www.djfm-journal.com/article/the-impact-of-service-quality-on-customer-satisfaction-the-mediating-effect-of-perceived-price-in-14059pt_PT
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/pt_PT
dc.subjectService Output Qualitypt_PT
dc.subjectQuality of Staffpt_PT
dc.subjectCorporate Reputationpt_PT
dc.subjectPerceived Pricept_PT
dc.subjectCustomer Satisfactionpt_PT
dc.titleThe Impact of Service Quality on Customer Satisfaction: The Mediating Effect of Perceived Price in Thailand Small Medium Enterprisespt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.conferencePlacePortugalpt_PT
oaire.citation.issue2pt_PT
oaire.citation.titleDutch Journal of Finance and Managementpt_PT
oaire.citation.volume6pt_PT
rcaap.rightsopenAccesspt_PT
rcaap.typearticlept_PT

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