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: Perceived values, retail service quality, mediating trust and customer satisfaction on customer loyalty towards hypermarkets in Klang Valley, Malaysia
  name:
    name part: Chowdhury, Naila Anwar
    role:
      role term: creator
    role:
      role term: author
  name:
    name part: AKM Ahasanul Haque
    role:
      role term: degree supervisor
  name:
    name part: Suharni Maulan
    role:
      role term: degree supervisor
  name:
    name part: International Islamic University Malaysia
    name part: Kulliyyah of Economics and Management Sciences
  genre: Theses, IIUM local
  origin info:
    place:
      place term: my
    date issued: 2020
  language:
    language term: eng
  physical description:
    extent: vi, 257 leaves : illustrations ; 30cm.
  abstract: Hypermarkets operating in Malaysia are encountering extreme complications due to intense competition in the retail sector. Hypermarkets that are able to comprehend and acknowledge the significance of customer loyalty are more likely to survive and sustain their presence in the long run. Therefore, the present study examined the effects of two multidimensional independent variables, namely retail service quality and perceived value, on customer loyalty through the mediating role of trust and customer satisfaction. For the purpose of data collection, a self-administered questionnaire was developed and a total of 361 usable responses were gathered from customers of hypermarkets located in Klang Valley. Afterwards, statistical tools particularly, Statistical Package for Social Science (SPSS) and Analysis of Moment Structures (AMOS) were used for analysing the data. Structural Equation Modelling (SEM) was run for verifying the conceptual framework of the study. Findings showed that perceived value, customer satisfaction and trust carry positive effects on customer loyalty whereas, retail service quality does not have a significant effect on customer loyalty. Furthermore, findings also disclosed that there is a positive effect of retail service quality and perceived value on customer satisfaction and trust. However, satisfaction does not have a significant effect on trust. In terms of the mediating relationships, the findings demonstrated that customer satisfaction and trust fully mediate the relationship between retail service quality and customer loyalty whereas, the relationship between perceived value and customer loyalty is partially mediated by customer satisfaction and trust. The findings derived from the study will facilitate managers of hypermarkets, particularly in Malaysia, in creating effective marketing strategies for enhancing customer loyalty. The findings will also be valuable for academics, researchers and practitioners. Based on the findings of the study…
  note: by Naila Anwar Chowdhury
  note: Abstracts in English and Arabic.
  note: "A dissertation submitted in fulfilment of the requirement for the degree of Doctor of Philosophy (Business Administration)." --On title page.
  note: Thesis (Ph.D)--International Islamic University Malaysia, 2020.
  note: Includes bibliographical references (leaves 205-245).
  subject:
    geographic code: a-my---
  identifier: http://studentrepo.iium.edu.my/handle/123456789/10200
  record info:
    record content source: UIAM
    record creation date: 200821
    language of cataloging:
      language term: eng