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Factors influencing customer satisfaction and loyalty to internationally branded clothes

Satisfaction is important as the principle purpose of a business is to create satisfied customers that will consequently lead to higher profitability in the future. Therefore, it is crucial for marketers to focus on creating and retaining customer loyalty in a business. Besides, customer satisfactio...

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Main Authors: Wong, Foong Yee, Low, Koa Er
Format: Article
Language:English
Published: Universiti Putra Malaysia Press 2013
Online Access:http://psasir.upm.edu.my/id/eprint/30857/1/Factors%20Influencing%20Customer%20Satisfaction%20and%20Loyalty%20to.pdf
http://psasir.upm.edu.my/id/eprint/30857/
http://www.pertanika.upm.edu.my/Pertanika%20PAPERS/JSSH%20Vol.%2021%20%28S%29%20Jun.%202013/15%20Page%20257-268.pdf
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spelling my.upm.eprints.308572015-09-18T13:31:38Z http://psasir.upm.edu.my/id/eprint/30857/ Factors influencing customer satisfaction and loyalty to internationally branded clothes Wong, Foong Yee Low, Koa Er Satisfaction is important as the principle purpose of a business is to create satisfied customers that will consequently lead to higher profitability in the future. Therefore, it is crucial for marketers to focus on creating and retaining customer loyalty in a business. Besides, customer satisfaction and loyalty are being highlighted due to growing interests and practices in customer relationship management. Thus, this study seeks to examine the factors affecting customer satisfaction with regard to the purchase of imported apparel, and to determine the relationship between customer satisfaction and customer loyalty. A questionnaire was constructed and data were collected from 100 buyers of imported apparel in Malaysia. Results indicated that customer satisfaction is positively affected by brand credibility, perceived quality, and perceived value. This finding implies that a higher customer satisfaction leads to higher levels of customer retention and loyalty towards a specific brand. In conclusion, understanding such factors will help marketers of internationally branded apparel to operate their businesses effectively. Universiti Putra Malaysia Press 2013-06 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/30857/1/Factors%20Influencing%20Customer%20Satisfaction%20and%20Loyalty%20to.pdf Wong, Foong Yee and Low, Koa Er (2013) Factors influencing customer satisfaction and loyalty to internationally branded clothes. Pertanika Journal of Social Sciences & Humanities, 21 (spec. June). pp. 257-268. ISSN 0128-7702; ESSN: 2231-8534 http://www.pertanika.upm.edu.my/Pertanika%20PAPERS/JSSH%20Vol.%2021%20%28S%29%20Jun.%202013/15%20Page%20257-268.pdf
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Satisfaction is important as the principle purpose of a business is to create satisfied customers that will consequently lead to higher profitability in the future. Therefore, it is crucial for marketers to focus on creating and retaining customer loyalty in a business. Besides, customer satisfaction and loyalty are being highlighted due to growing interests and practices in customer relationship management. Thus, this study seeks to examine the factors affecting customer satisfaction with regard to the purchase of imported apparel, and to determine the relationship between customer satisfaction and customer loyalty. A questionnaire was constructed and data were collected from 100 buyers of imported apparel in Malaysia. Results indicated that customer satisfaction is positively affected by brand credibility, perceived quality, and perceived value. This finding implies that a higher customer satisfaction leads to higher levels of customer retention and loyalty towards a specific brand. In conclusion, understanding such factors will help marketers of internationally branded apparel to operate their businesses effectively.
format Article
author Wong, Foong Yee
Low, Koa Er
spellingShingle Wong, Foong Yee
Low, Koa Er
Factors influencing customer satisfaction and loyalty to internationally branded clothes
author_facet Wong, Foong Yee
Low, Koa Er
author_sort Wong, Foong Yee
title Factors influencing customer satisfaction and loyalty to internationally branded clothes
title_short Factors influencing customer satisfaction and loyalty to internationally branded clothes
title_full Factors influencing customer satisfaction and loyalty to internationally branded clothes
title_fullStr Factors influencing customer satisfaction and loyalty to internationally branded clothes
title_full_unstemmed Factors influencing customer satisfaction and loyalty to internationally branded clothes
title_sort factors influencing customer satisfaction and loyalty to internationally branded clothes
publisher Universiti Putra Malaysia Press
publishDate 2013
url http://psasir.upm.edu.my/id/eprint/30857/1/Factors%20Influencing%20Customer%20Satisfaction%20and%20Loyalty%20to.pdf
http://psasir.upm.edu.my/id/eprint/30857/
http://www.pertanika.upm.edu.my/Pertanika%20PAPERS/JSSH%20Vol.%2021%20%28S%29%20Jun.%202013/15%20Page%20257-268.pdf
_version_ 1643830185276997632
score 13.211869

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