rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Factors influencing customers' switching behaviour during out-of-stock situations in Malaysian retail stores
  name:
    name part: Fofana, Brahima
    role:
      role term: creator
    role:
      role term: author
  name:
    name part: International Islamic University Malaysia
    name part: Department of Business Administration
  genre: Theses, IIUM local
  origin info:
    place:
      place term: my
    date issued: 2017
  language:
    language term: eng
  physical description:
    extent: xi, 93 leaves : illustrations ; 30cm.
  abstract: The persistent and increasing occurrence of out-of-stock products has cost the retailing industry a significant loss in profits. It is understandable that consumers practice switching behaviour when a certain product offered by a particular retailer is out-of-stock. Running out-of-stock is caused by many factors and the retailer inventory management system to address this problem partially depends on the consistency of upward suppliers. This means that retailers cannot entirely control when they run out-of-stock. In this study, the theory of planned behaviour (TPB) is used to explore the change in customers' switching behaviour during out-of-stock situations. On top of the TPB constructs, customer loyalty was utilised to strengthen the model proposed in this study. The data was collected by self-administrated questionnaires distributed to 264 respondents in Klang Valley, Selangor. The constructs attitude, subjective norms, perceived behavioural control and customer loyalty were determinants of customers' switching behaviour during out-of-stock situations. Subsequently, factor analysis was conducted to ensure the validity of the instrument. Afterward, a multiple regression analysis was used to test the study's hypotheses. The findings demonstrated that the proposed framework is appropriate in exploring customers' switching behaviour during out-of-stock situations. Three out of four proposed factors showed a significant effect, namely subjective norms, perceived behavioural control and customer loyalty. However, attitude did not have a significant effect on customers' switching behaviour. The findings enrich our understanding of the out-of-stock phenomenon and provide valuable insight to managers and marketers in the retailing industry to control some of adverse outcomes of out-of-stock products in Malaysia.
  note: by Brahima Fofana
  note: Thesis (MMKTG)--International Islamic University Malaysia, 2017.
  note: Includes bibliographical references (leaves 75-80).
  subject:
    geographic code: a-my---
  classification: HF5415.32
  identifier: http://studentrepo.iium.edu.my/handle/123456789/3185
  record info:
    record content source: UIAM
    record creation date: 180306
    language of cataloging:
      language term: eng