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How service quality results in customer satisfaction of large-scale retailers in Malaysia

Saeidi, S. P. and Rasli, A. B. M. and Saeidi, P. and Saaeidi, S. A. and Saeidi, S. P. (2017) How service quality results in customer satisfaction of large-scale retailers in Malaysia. Advanced Science Letters, 23 (9). pp. 9050-9054. ISSN 1936-6612

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Abstract

Due to the large number of global marketers and global brands, retailers face many challenges. With an increase in the number of competitors, customers normally have more preferred retailers from which to choose. Therefore, retail stores are searching for affective methods to satisfy and fulfil the needs and expectations of their customers. Service quality is highly associated with customer behaviour in terms of their satisfaction toward retail stores and their intention to visit and purchase. It is important for retailers to evaluate service quality in relation to customer satisfaction. However, there is lack of empirical research in assessing the retail service quality related to customer satisfaction in Johor Bahru, Malaysia. Therefore, this study aimed to empirically measure service quality and satisfaction of customers from four retail stores (Tesco, AEON/Jusco, Giant and The Store) in Johor Bahru. 200 questionnaires were directly collected from customers in retail stores to test and evaluate the hypothesis. The results of the study confirmed the positive and effective relationship between service quality and customer satisfaction. The findings highlight the importance of service quality in purpose of satisfying the customer’s needs.

Item Type:Article
Uncontrolled Keywords:Malaysia, Retail store, Satisfaction, Service quality
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Management
ID Code:75156
Deposited By: Fazli Masari
Deposited On:27 Mar 2018 13:56
Last Modified:27 Mar 2018 13:56

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