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首页> 外文会议>International Conference on Mechanical and Manufacturing Engineering >The Mediator Effect of Customer Satisfaction between Quality Management Practices and Communication Behavior amongst Malaysia Hajj Pilgrims: Survey Result
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The Mediator Effect of Customer Satisfaction between Quality Management Practices and Communication Behavior amongst Malaysia Hajj Pilgrims: Survey Result

机译：Malaysia Hajj朝圣者智能管理实践与沟通行为之间客户满意度的调解效应：调查结果

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摘要

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 r~2=0.75, meaning that 75% of CB is accounted by the CS and QMP.
机译：质量管理实践（QMP）是确保组织不断提高业务绩效的最重要管理之一。为了不断改进服务和运营，采用QMP是必要的，以确保卓越商业。最先前的作品在QMP和通信行为之间的客户满意度（CS）的调解效应的重点较小，在马来西亚HAJJ朝圣者中，QMP和通信行为（CB）的介质效应。编写问卷并给予马来西亚朝圣者的500名受访者，给予了70.0％的响应率或350名受访者。整体描述性结果描述了高水平的QMP，CS和CB，表明马来西亚HAJJ朝圣者对HAJJ服务的满意度很高，由HAJJ朝圣者组织者提供。 Lembaga Tabung Haji（Th）每年管理超过80.0％的马来西亚Hajj朝圣者，对QMP，CS和CB进行了出色的性能。本研究还揭示了QMP对P <0.01，CS在P <0.01的r = 0.91的Cs对Cb产生显着影响，P <0.01，Cb对Cb产生显着影响。该模型具有R〜2 = 0.75，这意味着75％的CB由CS和QMP占据。

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