ASSESSING THE PERCEIVED VALUE OF CUSTOMERS FOR BEING SATISFIED TOWARDS THE SUSTAINABILITY OF HYPERMARKET IN MALAYSIA (original) (raw)
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Impact of Product Quality and Pricing Strategy on customer satisfaction in hypermarket in Malaysia
International Journal of Accounting & Business Management, 2019
The researcher studied the impact of pricing strategy and product quality on customer satisfaction in hypermarket in Malaysia. The independent variables in this research are pricing strategy and product quality and the dependent variable is customer satisfaction. 200 respondents in Ipoh town, Ipoh Garden area were participated to answer the questionnaires distributed. All the data were usable. Non probability and convenience sampling method were adopted. There were 4 sections in the questionnaires which are demographic information, pricing strategy, and product quality and customer satisfaction. The demographic sections consist of 9 questions, follow by 5 items each for pricing strategy, product quality and customer satisfaction. 5 points likert scale was used to evaluate the variables. The researcher used SPSS software to analyze the collected data. Descriptive analysis, reliability test, normality test, regression test and Pearsons's Correlation test were ran to analyze the data. Both the pricing strategy and product quality were tested to have positive significance impact on customer satisfaction in hypermarket in Malaysia at a significance threshold off 0.01 level of significance. The Cronbach's alpha for all 15 item were at 0.876. The standardized coefficient beta for pricing strategy were .861 and product quality were 0.094 which shows pricing strategy has a lot more weight in affecting customer satisfaction in hypermarket in Malaysia.
International Journal of Psychosocial Rehabilitation (ISSN:1475-7192), 2020
The objective of this study was to measure the relationship between service quality dimensions on customer satisfaction in Malaysian hypermarket. Data was collected from 160 consumers who patronized hypermarkets in the state of Negeri Sembilan and convenience sampling method was applied. The data was then analysed using Partial Least Squares (PLS), SmartPLS v.3.0 software to develop hypotheses that include customer satisfaction and all service quality dimensions. SPSS v.20 software was utilised to analyze respondents' demographic data. Findings show that four service quality dimension were empirically significant except for assurance. Reliability was found to show the highest impact on customer satisfaction followed by tangibility. This study suggests that retail service provider need to recognize the significance of service quality to build a positive image for hypermarket distribution chain.
SCIENCEDOMAIN international, 2014
"Aims: The main purpose of this paper is to examine the factors that influencing consumers’ loyalty in Malaysian hypermarkets context. Study Design: A total of 292 respondents were selected randomly who purchased products from hypermarkets. Data were examined using descriptive frequency, correlations, principal component and exploratory factor analysis (EFA), confirmatory factor analysis (CFA), measurement model, structural model and hypothesized path coefficient. Place and Duration of Study: Data was collected from Malaysian hypermarkets (Giant, Tesco and Carrefour) in federal territory area in Kuala Lumpur, between February and April 2013. Methodology: A self-administered questionnaire was developed to collect information through random sampling method. The study employs structural equation modeling (SEM) approach using confirmatory factor analysis and test the hypothesized positive correlation between exogenous and endogenous constructs to identify the customers’ loyalty. Results: The result showed that service quality, product quality and price strategy both have positive impact on customer loyalty. The finding also revealed that price strategy was highly significant with consumers’ loyalty in Malaysian hypermarkets context. Conclusion: This research is empirically validated the proposed causal relationship between the independent and dependent variable and it also allowed in testing all the correlations concurrently. The main contribution of this study is that it proposes a way to assess customer loyalty in retail marketing strategic plan that influence consumers to repurchase product in Malaysian hypermarkets. The study has proposed a conceptual hypothesized model that is necessary for further exploration and opens the gate for future research. Keywords : Hypermarkets; Product quality; Price strategy; Service quality; Customer loyalty; Malaysia. "
American-Eurasian Network for Scientific Information, 2014
"Background: Today, global market is targeted by so many established retailers, because they are looking for new potential market expansion. Malaysian hypermarkets are growing drastically challenging in the past decades; as a result customer satisfaction and customer loyalty has become a critical phenomenon. Objective: The main purpose of this study is to measure customers’ loyalty through satisfaction towards retail marketing strategy in Malaysian hypermarkets perspective. Methodology: In this study, resource based theory has been exploited for developing conceptual research framework. The data has been collected by distributing self-administered questionnaire among 350 consumers involving different races in Malaysian hypermarkets in Kuala Lumpur through convenience sampling method. The data analysis has been conducted using descriptive statistics as well as exploratory and confirmatory factor analysis. Subsequently, by using AMOS through structural equation modeling, 292 valid cases have been selected to test the hypothesized relationship among the variables in the research conceptual model. Results: The results revealed that service quality, product quality, price strategy and store attribute have significant relationship with customer satisfaction and importantly customer satisfaction has direct relationship to customer loyalty. Conclusion: The study concludes that customer satisfaction is the predecessor to customer loyalty in Malaysian hypermarket setting. Hence, the establishment of customer satisfaction has a great meaning to the retailers due to its predictive power. Finally, it is hoped that this study could facilitate improving customer loyalty through customer satisfaction in Malaysian hypermarkets. Keywords: Retail marketing strategy, Malaysian hypermarkets, Service quality, Product quality, Customer satisfaction, Customer loyalty. ""
2016
Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension influences customer satisfaction and as a result leads to customer loyalty and retention for convenience stores in Malaysia. Independent variables such as functional, conditional, social, emotional and economic values were taken into account; the number of 200 customers were sampled, using a blend of explanatory and descriptive research design and a quantitative research method. The reliability was measured ranging from (α =.560-.966) using Cronbach's alpha. The application of descriptive statistics and correlation analysis was intended to explain the relationship between the independent and dependent variables of the research, whereas the inferential statistics and linear regression were used to test the hypotheses; with a significance level p ≤ 0/05 whereby the findings of the research showed that economic value has a high influence on customer satisfaction as well as loyalty and retention. However, based on the findings customers are highly influenced by the economic value they get from a convenience store. Among the realistic contributions are positioning value pricing, formulating a strategy that encourages convenience value, connects to customers' emotions during shopping and also creates a diverse approach that sets a convenience
Examining Service Quality Dimension on Consumer Behaviour in Hypermarkets in Malaysia
1st International Digital Conference on Modern Business Management and Social Science, 2018
In Present Marketing Scenario, the Study of Consumer Behavior has become essential. Consumers are the kings of markets. Without consumers no business organization can run. All the activities of the business concerns linked with consumers and consumer satisfaction with regards to service quality. This study tends to explore service quality on consumer behavior in hypermarket in Malaysia. The techniques of measuring service quality and service quality dimensions have become a major area in marketing literature during the past few decades. Since the increasing importance of services, scholars and practitioners have been operating on the quality of services delivered. In this research, the service quality standard model has been used for evaluation of service quality, (Gremler and Brown, 1996) model with some revision was used for evaluating the loyalty, and the instrument offered by (Bitner and Hubbert, 1994) was used for evaluation of customer satisfaction. The results of this research show that in all aspects, customers’ expectation, are higher and their perceptions of service quality offered is higher. Besides, this research findings show that the customer satisfaction plays the role of a mediator in the effects of service quality. These findings are further explored.
International Journal of Applied Business and International Management, 2021
With the rapid growth of the hypermarket industry in Malaysia, it is hard to investigate customers' preferences towards a particular hypermarket. Increasing competition is shrinking the customer base further. Tesco Hypermarket has been one of the leading hypermarkets in Malaysia for years. This study investigates the customers' satisfaction towards the service quality dimension of the Tesco Hypermarket in Malaysia. In this study, the service quality of tangibles, reliability, responsiveness, assurance, and empathy are employed. The process of evaluating service quality was performed quantitatively, with a total of 300 customers participating in our questionnaire. A SERVQUAL questionnaire has been structured to measure the impact of service quality dimensions on customer satisfaction. The study’s findings suggest that all the gap scores are negative, explaining that the expectation of customer satisfaction regarding the hypermarket is higher than their perception.
Customer Satisfaction as an Antecedent of Customer Loyalty in Malaysian Retail Marketing
2014
The study focuses on measuring customers’ loyalty through satisfaction towards retail marketing strategy in Malaysian hypermarkets perspective. In this study, Vroom's ‘Expectancy Theory’ is exploited for theoretical model and discussing the findings. Data was collected by distributing self-administered questionnaire from Malaysian hypermarket’s customers through convenience sampling method. A total of 260 valid cases are selected for data analysis by using PLS based structural equation modelling technique. The results determine that pricing, quality service and quality product have significant relationship with customer satisfaction, and customer satisfaction has direct positive impact on customer loyalty. Nonetheless, the findings also revealed that pricing has direct significant relationship with customer loyalty while quality product does not found direct significant relationship with customer loyalty. Importantly, location has moderating effect between customer satisfaction and loyalty. However, it is hoped that this study could facilitate improving customer loyalty through customer satisfaction in Malaysian hypermarkets. KEYWORDS: Retail marketing, Strategy, Hypermarkets, Customer satisfaction, Customer loyalty, Malaysia
Factors Affecting Purchase Intention of Customers to Shop at Hypermarkets
Mediterranean Journal of Social Sciences, 2015
Customers' purchase intention represents their desire to buy products from a particular shop. Product quality, brand image, socioeconomic condition and social influence have been considered in this study as the key factors affecting purchase intention of customers to shop at hypermarkets. The study aims at investigating how much differential impact these factors have on the purchase intention of customers to shop at hyper markets. Primary data were collected through survey with structured questionnaire from 150 customers in Kedah and Perlis states in Malaysia. Correlations and multiple regression analyses were employed to estimate relationships between independent and dependent variables. The results showed that brand image had the highest impact on purchase intention of customers followed by the quality of products sold at the stores and social influence. So marketers should give importance on these factors to influence customers to shop at hypermarkets.
Emperical Evaluation of Customer Loyalty in Malaysian Retail Outlets
American Research Institute for Policy Development, 2014
"Customer loyalty is one of the important approaches for retailers to improve competitive edge. Despite the importance of customer loyalty, some of the retail stores have lack on service quality, product quality and price strategy whereas needs a comprehensive work to explain how customers develop loyalty to a particular store. This study aims to evaluate the retail customer loyalty from hypermarkets in Kuala Lumpur, Malaysia and sets out to determine what influence customers to shop continuous. A survey of 200 respondents was conducted and reliability test is measured to present the constructs whereas descriptive analysis and Pearson correlation is used to analyze the research questions. The overall findings confirm the importance of customer loyalty, the need to upgrade strategic tool: customer service quality, product quality, price strategy, store attributes and customer satisfaction to remain competitive. These strategic tools may provide retailers with direction in strategy formulation and gaining competitive advantage. Keywords: Consumer behavior, retailing, service quality, product quality, price strategy, Malaysia"