Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust
Abstract: This study attempted to identify and provide an understanding regarding the factors that are integral for building customer loyalty towards retailers in Malaysia. SPSS and SEM were used to analyse the collected data through EFA and CFA. First and second order measurement models and structu...
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Inderscience Enterprises Ltd.
2024
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Online Access: | http://irep.iium.edu.my/115900/1/Configuring%20multidimentional%20Retail%20Service%202024_IJSOM.pdf http://irep.iium.edu.my/115900/ https://www.inderscienceonline.com/doi/epdf/10.1504/IJSOM.2023.136121 |
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my.iium.irep.1159002024-11-21T02:14:58Z http://irep.iium.edu.my/115900/ Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Maulan, Suharni Islam, Md Asadul Sarker, Md Atiqur HF5001 Business. Business Administration Abstract: This study attempted to identify and provide an understanding regarding the factors that are integral for building customer loyalty towards retailers in Malaysia. SPSS and SEM were used to analyse the collected data through EFA and CFA. First and second order measurement models and structural models were tested to see the appropriateness of variables and their relationships in AMOS. Findings demonstrated that perceived value, customer satisfaction and trust carry significant effects on customer loyalty towards retailers. Results also showed that customer satisfaction as well as trust plays the role of mediators in the association that takes place amid retail service quality, perceived value and customer loyalty. The findings will facilitate managers of retail organisations to formulate effective marketing strategies. At the same time, it is hoped that the outcomes of present study will be an important addition to literature and open the door for future research endeavors. Inderscience Enterprises Ltd. 2024-01-17 Article PeerReviewed application/pdf en http://irep.iium.edu.my/115900/1/Configuring%20multidimentional%20Retail%20Service%202024_IJSOM.pdf Haque, A. K. M. Ahasanul and Chowdhury, Naila Anwar and Maulan, Suharni and Islam, Md Asadul and Sarker, Md Atiqur (2024) Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust. International Journal of Services and Operations Management, 46 (4). pp. 492-519. ISSN 1744-2370 E-ISSN 1744-2389 https://www.inderscienceonline.com/doi/epdf/10.1504/IJSOM.2023.136121 10.1504/IJSOM.2023.136121 |
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HF5001 Business. Business Administration Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Maulan, Suharni Islam, Md Asadul Sarker, Md Atiqur Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust |
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Abstract: This study attempted to identify and provide an understanding regarding the factors that are integral for building customer loyalty towards retailers in Malaysia. SPSS and SEM were used to analyse the collected data through EFA and CFA. First and second order measurement models and structural models were tested to see the appropriateness of variables and their relationships in AMOS. Findings demonstrated that perceived value, customer satisfaction and trust carry significant effects on customer loyalty towards retailers. Results also showed that customer satisfaction as well as trust plays
the role of mediators in the association that takes place amid retail service quality, perceived value and customer loyalty. The findings will facilitate managers of retail organisations to formulate effective marketing strategies. At the same time, it is hoped that the outcomes of present study will be an important addition to literature and open the door for future research endeavors. |
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Article |
author |
Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Maulan, Suharni Islam, Md Asadul Sarker, Md Atiqur |
author_facet |
Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Maulan, Suharni Islam, Md Asadul Sarker, Md Atiqur |
author_sort |
Haque, A. K. M. Ahasanul |
title |
Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust |
title_short |
Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust |
title_full |
Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust |
title_fullStr |
Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust |
title_full_unstemmed |
Configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in Malaysia: mediated by customer satisfaction and trust |
title_sort |
configuring the effect of multidimensional retail service quality and perceived value on customer loyalty towards retailers in malaysia: mediated by customer satisfaction and trust |
publisher |
Inderscience Enterprises Ltd. |
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2024 |
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http://irep.iium.edu.my/115900/1/Configuring%20multidimentional%20Retail%20Service%202024_IJSOM.pdf http://irep.iium.edu.my/115900/ https://www.inderscienceonline.com/doi/epdf/10.1504/IJSOM.2023.136121 |
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