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The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur

The main purpose of this study was to examine the different on customer perception of service quality, servicescape, perceived value and customer satisfaction among the retail chain stores that pursuing a cost leadership strategy and differentiation strategy. The relationship between service quality...

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Main Author: Loo Jang Yih, Vincent
Format: Thesis
Language:English
English
Published: 2018
Subjects:
HF5415.33 Consumer Behavior.
HF5549-5549.5 Personnel Management. Employment
Online Access:https://etd.uum.edu.my/7819/1/s821849_01.pdf
https://etd.uum.edu.my/7819/2/s821849_02.pdf
https://etd.uum.edu.my/7819/
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spelling my.uum.etd.78192021-08-09T08:39:52Z https://etd.uum.edu.my/7819/ The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur Loo Jang Yih, Vincent HF5415.33 Consumer Behavior. HF5549-5549.5 Personnel Management. Employment The main purpose of this study was to examine the different on customer perception of service quality, servicescape, perceived value and customer satisfaction among the retail chain stores that pursuing a cost leadership strategy and differentiation strategy. The relationship between service quality, servicescape, perceived value and customer satisfaction among retail chain stores were also studied in this research. This study was conducted in Kuala Lumpur. The sample of this study consisted of 405 customers from Tesco, Giant, Mydin, Isetan, Sam's Groceria and Ben's Independent Grocer in Kuala Lumpur. Data were collected through questionnaire survey. Data were analyzed by using various statistical techniques such as reliability analysis, descriptive analysis, Independent Samples Test and Multiple Regression Analysis. The Independent Samples Test results showed that the customer perceptions of service quality and servicescape was lower, but higher in perceived value for the firms that pursuing a cost leadership strategy than differentiation strategy. However, the customer perceptions of satisfaction was consistent across both strategies. For the regression results, the study revealed that all the independent variables (i.e., service quality, servicescape, perceived value) were positively correlated with the dependent variable (i, e., customer satisfaction). This research provided relevant information regarding the competitive strategy towards the service characteristics and customers satisfaction. Thus, this research could contribute to theoretical and practical implication, it is very useful for the retail chain stores to enhance the business performance by improving the service characteristics and customer satisfaction which must be aligned with the business strategy. 2018 Thesis NonPeerReviewed text en https://etd.uum.edu.my/7819/1/s821849_01.pdf text en https://etd.uum.edu.my/7819/2/s821849_02.pdf Loo Jang Yih, Vincent (2018) The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur. 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 HF5415.33 Consumer Behavior.
HF5549-5549.5 Personnel Management. Employment
spellingShingle HF5415.33 Consumer Behavior.
HF5549-5549.5 Personnel Management. Employment
Loo Jang Yih, Vincent
The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
description The main purpose of this study was to examine the different on customer perception of service quality, servicescape, perceived value and customer satisfaction among the retail chain stores that pursuing a cost leadership strategy and differentiation strategy. The relationship between service quality, servicescape, perceived value and customer satisfaction among retail chain stores were also studied in this research. This study was conducted in Kuala Lumpur. The sample of this study consisted of 405 customers from Tesco, Giant, Mydin, Isetan, Sam's Groceria and Ben's Independent Grocer in Kuala Lumpur. Data were collected through questionnaire survey. Data were analyzed by using various statistical techniques such as reliability analysis, descriptive analysis, Independent Samples Test and Multiple Regression Analysis. The Independent Samples Test results showed that the customer perceptions of service quality and servicescape was lower, but higher in perceived value for the firms that pursuing a cost leadership strategy than differentiation strategy. However, the customer perceptions of satisfaction was consistent across both strategies. For the regression results, the study revealed that all the independent variables (i.e., service quality, servicescape, perceived value) were positively correlated with the dependent variable (i, e., customer satisfaction). This research provided relevant information regarding the competitive strategy towards the service characteristics and customers satisfaction. Thus, this research could contribute to theoretical and practical implication, it is very useful for the retail chain stores to enhance the business performance by improving the service characteristics and customer satisfaction which must be aligned with the business strategy.
format Thesis
author Loo Jang Yih, Vincent
author_facet Loo Jang Yih, Vincent
author_sort Loo Jang Yih, Vincent
title The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_short The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_full The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_fullStr The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_full_unstemmed The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_sort link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in kuala lumpur
publishDate 2018
url https://etd.uum.edu.my/7819/1/s821849_01.pdf
https://etd.uum.edu.my/7819/2/s821849_02.pdf
https://etd.uum.edu.my/7819/
_version_ 1707768041294528512
score 13.211869

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