The relationship between store image, overall customer satisfaction and store loyalty

The relationship between store image, overall customer satisfaction and store loyalty

This study aims to investigate the relationship that exists between selected store image dimensions, customer satisfaction and store loyalty. The objective is to examine the relationship between store image and store loyalty, between store image and overall customer satisfaction and between overall...

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主要作者: Fadzylie Dullie
格式: Thesis
语言:English
出版: 2012
主题:
HF Commerce
在线阅读:https://eprints.ums.edu.my/id/eprint/6141/1/mt0000000100.pdf
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id my-ums-ep.6141
record_format uketd_dc
institution Universiti Malaysia Sabah
collection UMS Institutional Repository
language English
topic HF Commerce
spellingShingle HF Commerce
Fadzylie Dullie
The relationship between store image, overall customer satisfaction and store loyalty
description This study aims to investigate the relationship that exists between selected store image dimensions, customer satisfaction and store loyalty. The objective is to examine the relationship between store image and store loyalty, between store image and overall customer satisfaction and between overall customer satisfaction and store loyalty. The study also aims to examine the role of overall customer satisfaction towards store image and store loyalty. The study should be able to help store managers determine what are the most valuable store image dimensions that they should concentrate on in order to attract customers to patronage their stores, how to ensure that they have a positive experience so that they can be satisfied and be willing to be loyal to a particular store. A survey was conducted at selected stores in the Kota Kinabalu area in for two weeks in June 2012 and managed to collect data from 270 respondents. The findings of the research showed that a significant relationship towards store loyalty exists for four of the six elements of store image that was studied namely merchandise quality, perceived price, employee customer service and reputation. Overall customer satisfaction was also found to be a Significant mediator between store image and store loyalty.
format Thesis
qualification_level Master's degree
author Fadzylie Dullie
author_facet Fadzylie Dullie
author_sort Fadzylie Dullie
title The relationship between store image, overall customer satisfaction and store loyalty
title_short The relationship between store image, overall customer satisfaction and store loyalty
title_full The relationship between store image, overall customer satisfaction and store loyalty
title_fullStr The relationship between store image, overall customer satisfaction and store loyalty
title_full_unstemmed The relationship between store image, overall customer satisfaction and store loyalty
title_sort relationship between store image, overall customer satisfaction and store loyalty
granting_institution Universiti Malaysia Sabah
granting_department School of Business & Economics
publishDate 2012
url https://eprints.ums.edu.my/id/eprint/6141/1/mt0000000100.pdf
_version_ 1747836322783952896
spelling my-ums-ep.61412017-10-06T08:22:09Z The relationship between store image, overall customer satisfaction and store loyalty 2012 Fadzylie Dullie HF Commerce This study aims to investigate the relationship that exists between selected store image dimensions, customer satisfaction and store loyalty. The objective is to examine the relationship between store image and store loyalty, between store image and overall customer satisfaction and between overall customer satisfaction and store loyalty. The study also aims to examine the role of overall customer satisfaction towards store image and store loyalty. The study should be able to help store managers determine what are the most valuable store image dimensions that they should concentrate on in order to attract customers to patronage their stores, how to ensure that they have a positive experience so that they can be satisfied and be willing to be loyal to a particular store. A survey was conducted at selected stores in the Kota Kinabalu area in for two weeks in June 2012 and managed to collect data from 270 respondents. The findings of the research showed that a significant relationship towards store loyalty exists for four of the six elements of store image that was studied namely merchandise quality, perceived price, employee customer service and reputation. Overall customer satisfaction was also found to be a Significant mediator between store image and store loyalty. 2012 Thesis https://eprints.ums.edu.my/id/eprint/6141/ https://eprints.ums.edu.my/id/eprint/6141/1/mt0000000100.pdf text en public masters Universiti Malaysia Sabah School of Business & Economics Ailawadi, K. L., and Keller, K. L. 2004. Understanding Retail Branding: Conceptual Insights and Research Priorities. Journal of Retailing 80 : 331-342. Amirani, S., and Gates, R. 1993. An Attribute-Anchored Conjoint Approach to Measuring Store Image. 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