Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty?
A drastic increase in competition within the retail industry has necessitated the undertaking of a study to examine the factors responsible for building customer loyalty towards retailers. Customer loyalty is liable for the persevering long-term sustenance of organizations in today’s highly co...
Saved in:
Main Authors: | , , , |
---|---|
Format: | Article |
Language: | English English |
Published: |
Inderscience Publishers
2021
|
Subjects: | |
Online Access: | http://irep.iium.edu.my/94795/13/94795_Customer%20Loyalty%20for%20Retailers%E2%80%99%20growth%20in%20Bangladesh_ACCEPTED.pdf http://irep.iium.edu.my/94795/14/94795_Customer%20Loyalty%20for%20Retailers%E2%80%99%20growth%20in%20Bangladesh_IN%20PRESS.pdf http://irep.iium.edu.my/94795/ |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
id |
my.iium.irep.94795 |
---|---|
record_format |
dspace |
spelling |
my.iium.irep.947952021-12-22T08:14:35Z http://irep.iium.edu.my/94795/ Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Hossain, Md Uzir Shamsuddoha, Mohammad HF5001 Business. Business Administration HF5428 Retail trade A drastic increase in competition within the retail industry has necessitated the undertaking of a study to examine the factors responsible for building customer loyalty towards retailers. Customer loyalty is liable for the persevering long-term sustenance of organizations in today’s highly competitive business milieu. Thus, the present study investigated the various factors that may affect customer loyalty towards retailers in Bangladesh. Specifically, this study has taken the initiative to examine the effects of retailer qualities (attribute and awareness) on customer loyalty through the mediating role of customer satisfaction. Data were collected through self administered questionnaires from conveniently selected 270 retail customers in Dhaka, Bangladesh. Later on, SPSS and CB-SEM were used for analyzing the collected data and test the hypotheses. The study went through the light of stimulus organism response theory. The results demonstrated that retailer attribute and retailer awareness significantly affect customer satisfaction and loyalty, and customer satisfaction mediates the relationship between retailer attribute, retailer awareness and customer loyalty. The results of the present study will aid marketers in developing marketing strategies for building customer loyalty. Academically, the study will be an important addition to the literature and an extension to SOR theory. Besides, the findings will also help the researchers conduct further studies in customer loyalty and retailing. Inderscience Publishers 2021 Article PeerReviewed application/pdf en http://irep.iium.edu.my/94795/13/94795_Customer%20Loyalty%20for%20Retailers%E2%80%99%20growth%20in%20Bangladesh_ACCEPTED.pdf application/pdf en http://irep.iium.edu.my/94795/14/94795_Customer%20Loyalty%20for%20Retailers%E2%80%99%20growth%20in%20Bangladesh_IN%20PRESS.pdf Haque, A. K. M. Ahasanul and Chowdhury, Naila Anwar and Hossain, Md Uzir and Shamsuddoha, Mohammad (2021) Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? International Journal of Quality and Innovation. ISSN 1756-6975 E-ISSN 1756-6983 (In Press) |
institution |
Universiti Islam Antarabangsa Malaysia |
building |
IIUM Library |
collection |
Institutional Repository |
continent |
Asia |
country |
Malaysia |
content_provider |
International Islamic University Malaysia |
content_source |
IIUM Repository (IREP) |
url_provider |
http://irep.iium.edu.my/ |
language |
English English |
topic |
HF5001 Business. Business Administration HF5428 Retail trade |
spellingShingle |
HF5001 Business. Business Administration HF5428 Retail trade Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Hossain, Md Uzir Shamsuddoha, Mohammad Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
description |
A drastic increase in competition within the retail industry has necessitated the undertaking of
a study to examine the factors responsible for building customer loyalty towards retailers.
Customer loyalty is liable for the persevering long-term sustenance of organizations in today’s
highly competitive business milieu. Thus, the present study investigated the various factors that
may affect customer loyalty towards retailers in Bangladesh. Specifically, this study has taken
the initiative to examine the effects of retailer qualities (attribute and awareness) on customer
loyalty through the mediating role of customer satisfaction. Data were collected through self administered questionnaires from conveniently selected 270 retail customers in Dhaka,
Bangladesh. Later on, SPSS and CB-SEM were used for analyzing the collected data and test
the hypotheses. The study went through the light of stimulus organism response theory. The
results demonstrated that retailer attribute and retailer awareness significantly affect customer
satisfaction and loyalty, and customer satisfaction mediates the relationship between retailer
attribute, retailer awareness and customer loyalty. The results of the present study will aid
marketers in developing marketing strategies for building customer loyalty. Academically, the study will be an important addition to the literature and an extension to SOR theory. Besides,
the findings will also help the researchers conduct further studies in customer loyalty and
retailing. |
format |
Article |
author |
Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Hossain, Md Uzir Shamsuddoha, Mohammad |
author_facet |
Haque, A. K. M. Ahasanul Chowdhury, Naila Anwar Hossain, Md Uzir Shamsuddoha, Mohammad |
author_sort |
Haque, A. K. M. Ahasanul |
title |
Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
title_short |
Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
title_full |
Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
title_fullStr |
Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
title_full_unstemmed |
Customer loyalty for retailers’ growth in Bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
title_sort |
customer loyalty for retailers’ growth in bangladesh: do retailer qualities (attributes and awareness) influence satisfaction and loyalty? |
publisher |
Inderscience Publishers |
publishDate |
2021 |
url |
http://irep.iium.edu.my/94795/13/94795_Customer%20Loyalty%20for%20Retailers%E2%80%99%20growth%20in%20Bangladesh_ACCEPTED.pdf http://irep.iium.edu.my/94795/14/94795_Customer%20Loyalty%20for%20Retailers%E2%80%99%20growth%20in%20Bangladesh_IN%20PRESS.pdf http://irep.iium.edu.my/94795/ |
_version_ |
1720436655306833920 |
score |
13.18916 |