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Determinants Of Physical Store's Customer Satisfaction Among University Students

Physical stores in Malaysia has witnessed positive growth due to various developments in the retail industry. However, physical stores are facing strong market competitions from online stores as a result/impact of industrial revolution 4.0. This is because there is still a lack of study to explain h...

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Main Authors: Panirchelvam, Dinesh, Abdullah, Norida, Mohammad Rawi, Ali Hafizar, Mohd Noor, Ahmad Ridzwan, Al-Shami, Samer Ali Hussein
Format: Article
Language:English
Published: Allied Business Academies 2021
Online Access:http://eprints.utem.edu.my/id/eprint/25805/2/SCOPUS%20JOURNAL%20-%20DINESH%20PANIRCHELVAM%20%281%29.PDF
http://eprints.utem.edu.my/id/eprint/25805/
https://www.abacademies.org/articles/determinants-of-physical-stores-customer-satisfaction-among-university-students.pdf
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spelling my.utem.eprints.258052022-03-21T10:02:21Z http://eprints.utem.edu.my/id/eprint/25805/ Determinants Of Physical Store's Customer Satisfaction Among University Students Panirchelvam, Dinesh Abdullah, Norida Mohammad Rawi, Ali Hafizar Mohd Noor, Ahmad Ridzwan Al-Shami, Samer Ali Hussein Physical stores in Malaysia has witnessed positive growth due to various developments in the retail industry. However, physical stores are facing strong market competitions from online stores as a result/impact of industrial revolution 4.0. This is because there is still a lack of study to explain how customer satisfaction can be develop by physical stores in sustaining competitive advantage against online stores. This study identifies the determinants of physical store’s customer satisfaction among university students. Specifically, factors such as price fairness, customer service and marketing strategy are taken into consideration in order to study their effects on physical store’s customer satisfaction. Quantitative research method was used through survey questionnaire. The sampling method used in this study is convenience sampling. University students N=300 were selected from a public university. A standard questionnaire was used to access respondent’s information and data. The questionnaire’s data were analysed by using SPSS software. It was found that price fairness, customer service and marketing strategy are the determinants of physical store’s customer satisfaction among university students, (p<0.000). This study is helpful for physical store managements to increase customer satisfaction and enhance competitive advantage against online stores. Allied Business Academies 2021 Article PeerReviewed text en http://eprints.utem.edu.my/id/eprint/25805/2/SCOPUS%20JOURNAL%20-%20DINESH%20PANIRCHELVAM%20%281%29.PDF Panirchelvam, Dinesh and Abdullah, Norida and Mohammad Rawi, Ali Hafizar and Mohd Noor, Ahmad Ridzwan and Al-Shami, Samer Ali Hussein (2021) Determinants Of Physical Store's Customer Satisfaction Among University Students. Academy of Strategic Management Journal, 20 (SI6). pp. 1-8. ISSN 1544-1458 https://www.abacademies.org/articles/determinants-of-physical-stores-customer-satisfaction-among-university-students.pdf
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
description Physical stores in Malaysia has witnessed positive growth due to various developments in the retail industry. However, physical stores are facing strong market competitions from online stores as a result/impact of industrial revolution 4.0. This is because there is still a lack of study to explain how customer satisfaction can be develop by physical stores in sustaining competitive advantage against online stores. This study identifies the determinants of physical store’s customer satisfaction among university students. Specifically, factors such as price fairness, customer service and marketing strategy are taken into consideration in order to study their effects on physical store’s customer satisfaction. Quantitative research method was used through survey questionnaire. The sampling method used in this study is convenience sampling. University students N=300 were selected from a public university. A standard questionnaire was used to access respondent’s information and data. The questionnaire’s data were analysed by using SPSS software. It was found that price fairness, customer service and marketing strategy are the determinants of physical store’s customer satisfaction among university students, (p<0.000). This study is helpful for physical store managements to increase customer satisfaction and enhance competitive advantage against online stores.
format Article
author Panirchelvam, Dinesh
Abdullah, Norida
Mohammad Rawi, Ali Hafizar
Mohd Noor, Ahmad Ridzwan
Al-Shami, Samer Ali Hussein
spellingShingle Panirchelvam, Dinesh
Abdullah, Norida
Mohammad Rawi, Ali Hafizar
Mohd Noor, Ahmad Ridzwan
Al-Shami, Samer Ali Hussein
Determinants Of Physical Store's Customer Satisfaction Among University Students
author_facet Panirchelvam, Dinesh
Abdullah, Norida
Mohammad Rawi, Ali Hafizar
Mohd Noor, Ahmad Ridzwan
Al-Shami, Samer Ali Hussein
author_sort Panirchelvam, Dinesh
title Determinants Of Physical Store's Customer Satisfaction Among University Students
title_short Determinants Of Physical Store's Customer Satisfaction Among University Students
title_full Determinants Of Physical Store's Customer Satisfaction Among University Students
title_fullStr Determinants Of Physical Store's Customer Satisfaction Among University Students
title_full_unstemmed Determinants Of Physical Store's Customer Satisfaction Among University Students
title_sort determinants of physical store's customer satisfaction among university students
publisher Allied Business Academies
publishDate 2021
url http://eprints.utem.edu.my/id/eprint/25805/2/SCOPUS%20JOURNAL%20-%20DINESH%20PANIRCHELVAM%20%281%29.PDF
http://eprints.utem.edu.my/id/eprint/25805/
https://www.abacademies.org/articles/determinants-of-physical-stores-customer-satisfaction-among-university-students.pdf
_version_ 1728055221970534400
score 13.211869

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