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Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal

The primary objective of this study is to empirically determine the relationship between chain stores images and customers’ satisfaction, recommendation and loyalties. Trade liberalization and increased competition among retailers have created the need for such research in order to produce better an...

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Main Author: Ng, Hun Chong
Format: Thesis
Language:English
English
Published: 2000
Subjects:
HF5001-6182 Business
Online Access:https://etd.uum.edu.my/189/1/NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf
https://etd.uum.edu.my/189/2/1.NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf
https://etd.uum.edu.my/189/
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spelling my.uum.etd.1892022-06-07T04:25:55Z https://etd.uum.edu.my/189/ Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal Ng, Hun Chong HF5001-6182 Business The primary objective of this study is to empirically determine the relationship between chain stores images and customers’ satisfaction, recommendation and loyalties. Trade liberalization and increased competition among retailers have created the need for such research in order to produce better and competitive local entrepreneurs. This research was done through survey method using structured questionnaire. Total sample of 300 customers were randomly selected from two Bata Marketing Sdn. Bhd. chain stores. For the purpose of testing the validity of the hypotheses, Pearson correlation coefficient was used for all the variables. Three hypotheses and two sub-hypotheses were formulated to be tested for this study. The results show that store images are significantly related to customers’ satisfaction and recommendation but at a moderate level. The results also prove that there are significant relation between store images and loyalties for both behavioral (actual purchase) and attitudinal (purchase intentions) components. Some how, value of Pearson correlation coefficient shows that relation between store image and loyalties by the component of purchase intention is higher than the actual purchase. This shows that intention to purchase doesn’t necessary become actual purchase. Finally, the finding of this research would become useful information for the retailers in their repositioning strategies to improve or change their image. It would also be a tool to build store loyalty among its customers. 2000 Thesis NonPeerReviewed text en https://etd.uum.edu.my/189/1/NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf text en https://etd.uum.edu.my/189/2/1.NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf Ng, Hun Chong (2000) Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal. Masters thesis, Universiti Utara Malaysia.
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Electronic Theses
url_provider http://etd.uum.edu.my/
language English
English
topic HF5001-6182 Business
spellingShingle HF5001-6182 Business
Ng, Hun Chong
Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
description The primary objective of this study is to empirically determine the relationship between chain stores images and customers’ satisfaction, recommendation and loyalties. Trade liberalization and increased competition among retailers have created the need for such research in order to produce better and competitive local entrepreneurs. This research was done through survey method using structured questionnaire. Total sample of 300 customers were randomly selected from two Bata Marketing Sdn. Bhd. chain stores. For the purpose of testing the validity of the hypotheses, Pearson correlation coefficient was used for all the variables. Three hypotheses and two sub-hypotheses were formulated to be tested for this study. The results show that store images are significantly related to customers’ satisfaction and recommendation but at a moderate level. The results also prove that there are significant relation between store images and loyalties for both behavioral (actual purchase) and attitudinal (purchase intentions) components. Some how, value of Pearson correlation coefficient shows that relation between store image and loyalties by the component of purchase intention is higher than the actual purchase. This shows that intention to purchase doesn’t necessary become actual purchase. Finally, the finding of this research would become useful information for the retailers in their repositioning strategies to improve or change their image. It would also be a tool to build store loyalty among its customers.
format Thesis
author Ng, Hun Chong
author_facet Ng, Hun Chong
author_sort Ng, Hun Chong
title Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_short Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_full Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_fullStr Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_full_unstemmed Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_sort perhubungan di antara imej kedai dengan kepuasan, perakuan, dan kesetiaan pelanggan terhadap rangkaian peruncit: satu kajian empirikal
publishDate 2000
url https://etd.uum.edu.my/189/1/NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf
https://etd.uum.edu.my/189/2/1.NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf
https://etd.uum.edu.my/189/
_version_ 1735388980367589376
score 13.211869

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