Exploring the Antecedents of Customer Loyalty in the Malaysian Retail Sector (original) (raw)
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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
Loyalty in Business to Business Context: A Study in Puchong, Malaysia
International Journal of Business and Management, 2013
Customer loyalty has been a focus of marketing as it is believed that higher level of customer loyalty may result in higher levels of repurchase. Numerous researches are carried out on the antecedents of customer loyalty in consumer market, but not many been discussed within business market and supply chain environment. This study aims to examine how product value, profitability, marketing support and perceived switching costs can influence customer behavioural loyalty in the business-to-business (B2B) context. By targeting small retailers as case market, tailored questionnaires were distributed to 150 business customers. The findings of this study suggests that customer behavioural loyalty towards supplier can be improved by focusing on increasing product value, enhancing profitability and building switching of costs.
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. "
DETERMINANT OF CUSTOMER LOYALTY IN MALAYSIAN TAKAFUL INDUSTTRY
Procedia - Social and Behavioral Sciences 130 ( 2014 ) 362 – 370, 2014
The Malaysian Takaful industry is considered a growing industry with significant progress and continues to play an important socioeconomic role within the economy. In the new global economy, service providers are competing to develop and retain customers through increased satisfaction and loyalty. To achieve this aim, customer knowledge has been increasingly recognized as a key strategy in managing customer relationships. Organizations sometimes are not aware of what actually goes on in a customer’s mind. This study is aimed to investigate the factors influencing customer loyalty among Malaysian Takaful customers. It focuses on the relationships among customer relationship management, customer satisfaction and customer loyalty. The population of the study will consist of customers who have subscribed to the Islamic insurance products and services. Self-administered questionnaires are distributed to eight Takaful companies in Malaysia as a study setting for this study. Structural Equation Modeling (SEM) is applied to test the constructs’ relationships. It is expected that findings from this study will contribute to the existing literature to both theoretical and managerial approaches in order to better understand the pattern of customer knowledge management, customer relationship management and customer lifetime value, especially in Takaful industry settings.
The Antecedents of Customer Loyalty: Insights From A Developing Country
2016
Current study puts light on the role of service quality, customer satisfaction and customer value on customer loyalty. Customer relationship management (CRM) quality plays the role of a mediator and brand image as a moderator in the study. The purpose of this study is to examine how service quality, customer satisfaction and customer value affect customer loyalty. Analyses of a sample of 370 customers, collected from different frozen food restaurants from Multan city, explored interesting findings. Regression analysis is used to conduct a mediation study. Service quality, customer satisfaction and customer value were found significant in predicting customer loyalty also CRM quality found significant in predicting customer loyalty being having a positive relation. Further to this, service quality, customer satisfaction and customer value found directly related to CRM quality. Product category wise examination of the model in this study adds new horizons and findings in the future. Pr...
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. ""
Discriminant Analysis of Antecedents of Customer Retention in Malaysian Retailing
Journal of Transnational Management, 2015
This article examines the applied dimensions of relationship marketing, namely, customer service, loyalty=rewards programs, personalization, customization, and brand=store community with different customer retention levels in three retail stores in Malaysia. The relationship between customer service, loyalty=rewards programs, customization, personalization, and brand=store community with customer retention were examined via an empirical investigation of 450 loyalty=reward program members of three retail stores in Malaysia. The survey was personally administered but self-completed. All variables, namely, customer service, loyalty=rewards programs, customization, personalization, and brand=store community, were able to significantly discriminate between high and low customer retention levels. Retail managers in a developing country like Malaysia must be aware of the importance of these applied dimensions of relationship marketing (i.e., what can be done or practiced by the retailer to manage and enhance customer relationships) and how they impact customer retention levels.
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