Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets

Retailing is evolving into a global, high-tech industry that plays a major role in the global economy. In the retail industry, hypermarkets have undergone drastic changes since 1990's; they now offer more varieties of products and services to consumers. Along with today‘s modernised store conce...

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Bibliographic Details
Main Author:	Mohamad Tahier, Safuraa Liyana
Format:	Thesis
Published:	2015
Subjects:	HF5410-5417.5 Marketing Distribution of products
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id	my-mmu-ep.6903
record_format	uketd_dc
spelling	my-mmu-ep.69032017-09-08T17:49:21Z Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets 2015-06 Mohamad Tahier, Safuraa Liyana HF5410-5417.5 Marketing. Distribution of products Retailing is evolving into a global, high-tech industry that plays a major role in the global economy. In the retail industry, hypermarkets have undergone drastic changes since 1990's; they now offer more varieties of products and services to consumers. Along with today‘s modernised store concepts, consumers' behavior and attitude towards shopping and choice of store has equally evolved. As a result, more and more retailers pursue growth by expanding their operations to other countries. More foreign retailers have also entered the Malaysian market and this has caused aggressive competition among hypermarket retailers in the country. Therefore, the purpose of this research is to identify the factors that affect the satisfaction and loyalty among customers of local and foreign hypermarkets in Malaysia. This study adapts the Kano‘s Theory to form a theoretical framework to test the research hypotheses. A multi-stage random sampling technique is used to collect a total of 500 data from both local and foreign hypermarkets in Melaka. Statistical Package for the Social Sciences statistics (SPSS version 21) and Structural Equation Modeling (SEM) - AMOS 21 software were used for hypothesis testing and path modeling. 2015-06 Thesis http://shdl.mmu.edu.my/6903/ http://library.mmu.edu.my/diglib/onlinedb/dig_lib.php masters Multimedia University Faculty of Business
institution	Multimedia University
collection	MMU Institutional Repository
topic	HF5410-5417.5 Marketing Distribution of products
spellingShingle	HF5410-5417.5 Marketing Distribution of products Mohamad Tahier, Safuraa Liyana Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets
description	Retailing is evolving into a global, high-tech industry that plays a major role in the global economy. In the retail industry, hypermarkets have undergone drastic changes since 1990's; they now offer more varieties of products and services to consumers. Along with today‘s modernised store concepts, consumers' behavior and attitude towards shopping and choice of store has equally evolved. As a result, more and more retailers pursue growth by expanding their operations to other countries. More foreign retailers have also entered the Malaysian market and this has caused aggressive competition among hypermarket retailers in the country. Therefore, the purpose of this research is to identify the factors that affect the satisfaction and loyalty among customers of local and foreign hypermarkets in Malaysia. This study adapts the Kano‘s Theory to form a theoretical framework to test the research hypotheses. A multi-stage random sampling technique is used to collect a total of 500 data from both local and foreign hypermarkets in Melaka. Statistical Package for the Social Sciences statistics (SPSS version 21) and Structural Equation Modeling (SEM) - AMOS 21 software were used for hypothesis testing and path modeling.
format	Thesis
qualification_level	Master's degree
author	Mohamad Tahier, Safuraa Liyana
author_facet	Mohamad Tahier, Safuraa Liyana
author_sort	Mohamad Tahier, Safuraa Liyana
title	Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets
title_short	Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets
title_full	Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets
title_fullStr	Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets
title_full_unstemmed	Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets
title_sort	factors affecting satisfaction and loyalty among customers of local and foreign hypermarkets
granting_institution	Multimedia University
granting_department	Faculty of Business
publishDate	2015
_version_	1747829645029408768

Factors Affecting Satisfaction and Loyalty among Customers of Local and Foreign Hypermarkets

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