Exploring Factors Influencing Customer Loyalty: An Empirical Study on Malaysian Hypermarkets Perspective (original) (raw)
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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. ""
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.
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"
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
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.
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 Business, Economics and Management, 2019
This study examines the relationships between product quality, service quality, pricing strategy and store attributes with customer satisfaction through perceived value using a sample of 211 from 3 hypermarkets in Malaysia. Our results reveal that there are relationships between product quality, service quality and store attributes with perceived value. Furthermore, a positive and significant relationship is also found. However, this study didn’t find any conventional relationship between pricing strategy and perceived value. This study adds to the growing literature of sustainable development of hypermarket. Recently, International marketplace is targeted by so many hooked up outlets, because they're searching out new capacity marketplace growth. This study focuses on determining the factors that influence on customer satisfaction in the hypermarkets. It is to identify the reasons that impact on customer satisfaction towards hypermarket in Malaysia. In addition, this investigation considers the most noteworthy explanations that improve customer satisfaction towards hyper markets in Malaysia.
Exploring the Antecedents of Customer Loyalty in the Malaysian Retail Sector
International Review of Management and Marketing, 2016
As the market is becoming more competitive, managers and marketers are becoming more aware of the importance of being a customer-oriented company to survive, and in this regard, customer loyalty is one of the major outcome of customer-oriented approach. Moreover, shifting the concept of marketing exchange from transactions to relationship emphasizes the importance of building customer loyalty. Therefore, nowadays, marketers are in the quest to obtain knowledge on how to build customer loyalty. However, most of the previous studies focused on business to customer (B2C) context. Due to several differences between B2C and business to business, there is a need to investigate the antecedents of customer loyalty separately from B2C. Therefore, this study focused on the Malaysian retail sector. The obtained results supported a positive influence of each of four adopted constructs, which represented by service quality, corporate image, customer trust, and customer switching cost, on custome...
Archives of Business Research, 2019
There are several factors that can increase consumer loyalty. This research was carried out on all consumers of Wuling cars who make a purchased and cars services until October 2018 at the sales office of PT. SGMW Motor Indonesia in Makassar City (South Sulawesi). So that the number of samples obtained is 153 customers. The results of the analysis of the Structural Equation Model using the help of analysis of moment structures 22 provide evidence that several factors have been shown to increase customer loyalty (i.e. marketing strategy and customer satisfaction). Service quality is only able to improve customer satisfaction. The practical implications of this study provide increased customers knowledge and management of PT. SGMW Motor Indonesia in Makassar City in increasing customer loyalty. The limitations of this study on the sample size that only using Wuling customers and only carried out in Makassar City, thus limiting the ability to generalize the research findings. The originality of this study provides a basis for the configuration of modeling development by using structural equation modeling and conceptual models that prove the influence of marketing strategy, service quality on customer loyalty by including customer satisfaction which in the previous study was carried out separately. The role of mediating customer satisfaction is proven to be able to increase customer loyalty in a high direction