Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia

Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia

With a robust economic growth and a young population, Saudi Arabia is presently witnessing a high consumer‟s demand in the food and grocery sector. This has led to a transformation of its retailing industries from the aspect of small and unorganised markets to palatial grocery stalls in the shopping...

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Main Author: Al Otaibi, Naif Mutlaq
Format: Thesis
Language:eng
eng
Published: 2014
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HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/4331/1/s91961.pdf
https://etd.uum.edu.my/4331/2/s91961_abstract.pdf
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institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Othman, Abdul Rahim
Abu Bakar, Abdul Rahim
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Al Otaibi, Naif Mutlaq
Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia
description With a robust economic growth and a young population, Saudi Arabia is presently witnessing a high consumer‟s demand in the food and grocery sector. This has led to a transformation of its retailing industries from the aspect of small and unorganised markets to palatial grocery stalls in the shopping malls. As the number of choices for these markets increases with the entry of new players, retailers need to understand the customers‟ perceptions of the quality of services and products offered. This is crucial towards the survival and competitiveness in the market. The determinants of service quality vary in different industries, countries and individuals. The demographics and lifestyles of customers have been identified as the determinants of service quality. However, the studies done on these two factors are limited in Saudi Arabia. Thus this research attempts to examine the effect of perceived service quality on customer loyalty through mediation of customer satisfaction in the Saudi Arabia grocery store industry. Quantitative research method was employed. This research was conducted at selected major shopping malls in three cities in Saudi namely Riyadh, Jeddah, and Dammam. This is because the total number of people living in these three cities represented 60% of the total population of Saudi. Eight hundred questionnaires were distributed but only 408 questionnaires were found to be useable, yielding a response rate of 51%. The findings revealed that there is a direct relation between perceived service quality and customer loyalty. The findings also showed that a relationship has existed between perceived service quality and customer satisfaction and that the customer satisfaction partly mediated the relationship between the perceived service quality and the store loyalty. The study concludes with some recommendations that can be used to guide the retailers in Saudi Arabia in managing their stores‟ service quality and loyalty.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Al Otaibi, Naif Mutlaq
author_facet Al Otaibi, Naif Mutlaq
author_sort Al Otaibi, Naif Mutlaq
title Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia
title_short Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia
title_full Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia
title_fullStr Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia
title_full_unstemmed Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia
title_sort mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in saudi arabia
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4331/1/s91961.pdf
https://etd.uum.edu.my/4331/2/s91961_abstract.pdf
_version_ 1747827715983015936
spelling my-uum-etd.43312022-04-09T23:21:40Z Mediating role of customer satisfaction on service quality and customer loyalty in grocery store in shopping malls in Saudi Arabia 2014 Al Otaibi, Naif Mutlaq Othman, Abdul Rahim Abu Bakar, Abdul Rahim Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. With a robust economic growth and a young population, Saudi Arabia is presently witnessing a high consumer‟s demand in the food and grocery sector. This has led to a transformation of its retailing industries from the aspect of small and unorganised markets to palatial grocery stalls in the shopping malls. As the number of choices for these markets increases with the entry of new players, retailers need to understand the customers‟ perceptions of the quality of services and products offered. This is crucial towards the survival and competitiveness in the market. The determinants of service quality vary in different industries, countries and individuals. The demographics and lifestyles of customers have been identified as the determinants of service quality. However, the studies done on these two factors are limited in Saudi Arabia. Thus this research attempts to examine the effect of perceived service quality on customer loyalty through mediation of customer satisfaction in the Saudi Arabia grocery store industry. Quantitative research method was employed. This research was conducted at selected major shopping malls in three cities in Saudi namely Riyadh, Jeddah, and Dammam. This is because the total number of people living in these three cities represented 60% of the total population of Saudi. Eight hundred questionnaires were distributed but only 408 questionnaires were found to be useable, yielding a response rate of 51%. The findings revealed that there is a direct relation between perceived service quality and customer loyalty. The findings also showed that a relationship has existed between perceived service quality and customer satisfaction and that the customer satisfaction partly mediated the relationship between the perceived service quality and the store loyalty. The study concludes with some recommendations that can be used to guide the retailers in Saudi Arabia in managing their stores‟ service quality and loyalty. 2014 Thesis https://etd.uum.edu.my/4331/ https://etd.uum.edu.my/4331/1/s91961.pdf text eng public https://etd.uum.edu.my/4331/2/s91961_abstract.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Ahmad, A. E. (2012). Attractiveness Factors Influencing Shoppers‟ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls. International Journal of Business Administration, 3(6), 58-67. Ahmad, N., Awan, M. U., Raouf, A., & Sparks, L. (2009). 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