Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal

The primary objective of this study is to empirically determine the relationship between chain stores images and customers’ satisfaction, recommendation and loyalties. Trade liberalization and increased competition among retailers have created the need for such research in order to produce better an...

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Main Author:	Ng, Hun Chong
Format:	Thesis
Language:	eng eng
Published:	2000
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/189/1/NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf https://etd.uum.edu.my/189/2/1.NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf
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id	my-uum-etd.189
record_format	uketd_dc
spelling	my-uum-etd.1892022-06-07T04:25:55Z Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal 2000 Ng, Hun Chong Sekolah Siswazah Sekolah Siswazah HF5001-6182 Business The primary objective of this study is to empirically determine the relationship between chain stores images and customers’ satisfaction, recommendation and loyalties. Trade liberalization and increased competition among retailers have created the need for such research in order to produce better and competitive local entrepreneurs. This research was done through survey method using structured questionnaire. Total sample of 300 customers were randomly selected from two Bata Marketing Sdn. Bhd. chain stores. For the purpose of testing the validity of the hypotheses, Pearson correlation coefficient was used for all the variables. Three hypotheses and two sub-hypotheses were formulated to be tested for this study. The results show that store images are significantly related to customers’ satisfaction and recommendation but at a moderate level. The results also prove that there are significant relation between store images and loyalties for both behavioral (actual purchase) and attitudinal (purchase intentions) components. Some how, value of Pearson correlation coefficient shows that relation between store image and loyalties by the component of purchase intention is higher than the actual purchase. This shows that intention to purchase doesn’t necessary become actual purchase. Finally, the finding of this research would become useful information for the retailers in their repositioning strategies to improve or change their image. It would also be a tool to build store loyalty among its customers. 2000 Thesis https://etd.uum.edu.my/189/ https://etd.uum.edu.my/189/1/NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf text eng public https://etd.uum.edu.my/189/2/1.NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf text eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Ng, Hun Chong Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
description	The primary objective of this study is to empirically determine the relationship between chain stores images and customers’ satisfaction, recommendation and loyalties. Trade liberalization and increased competition among retailers have created the need for such research in order to produce better and competitive local entrepreneurs. This research was done through survey method using structured questionnaire. Total sample of 300 customers were randomly selected from two Bata Marketing Sdn. Bhd. chain stores. For the purpose of testing the validity of the hypotheses, Pearson correlation coefficient was used for all the variables. Three hypotheses and two sub-hypotheses were formulated to be tested for this study. The results show that store images are significantly related to customers’ satisfaction and recommendation but at a moderate level. The results also prove that there are significant relation between store images and loyalties for both behavioral (actual purchase) and attitudinal (purchase intentions) components. Some how, value of Pearson correlation coefficient shows that relation between store image and loyalties by the component of purchase intention is higher than the actual purchase. This shows that intention to purchase doesn’t necessary become actual purchase. Finally, the finding of this research would become useful information for the retailers in their repositioning strategies to improve or change their image. It would also be a tool to build store loyalty among its customers.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Ng, Hun Chong
author_facet	Ng, Hun Chong
author_sort	Ng, Hun Chong
title	Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_short	Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_full	Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_fullStr	Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_full_unstemmed	Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal
title_sort	perhubungan di antara imej kedai dengan kepuasan, perakuan, dan kesetiaan pelanggan terhadap rangkaian peruncit: satu kajian empirikal
granting_institution	Universiti Utara Malaysia
granting_department	Sekolah Siswazah
publishDate	2000
url	https://etd.uum.edu.my/189/1/NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf https://etd.uum.edu.my/189/2/1.NG_HUN_CHONG_-_Perhubungan_di_antara_imej_kedai_dengan_kepuasan..._.pdf
_version_	1747826856314273792

Perhubungan Di Antara Imej Kedai Dengan Kepuasan, Perakuan, Dan Kesetiaan Pelanggan Terhadap Rangkaian Peruncit: Satu Kajian Empirikal

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