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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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Main Authors: Haque, A. K. M. Ahasanul, Chowdhury, Naila Anwar, Maulan, Suharni, Islam, Md Asadul, Sarker, Md Atiqur
Format: Article
Language:English
Published: Inderscience Enterprises Ltd. 2024
Subjects:
HF5001 Business. Business Administration
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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spelling 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
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
topic HF5001 Business. Business Administration
spellingShingle 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
description 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.
format 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.
publishDate 2024
url 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
_version_ 1817841050537951232
score 13.223943

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