The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur

The main purpose of this study was to examine the different on customer perception of service quality, servicescape, perceived value and customer satisfaction among the retail chain stores that pursuing a cost leadership strategy and differentiation strategy. The relationship between service quality...

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主要作者:	Loo Jang Yih, Vincent
格式:	Thesis
語言:	eng eng
出版:	2018
主題:	HF5415.33 Consumer Behavior.
在線閱讀:	https://etd.uum.edu.my/7819/1/s821849_01.pdf https://etd.uum.edu.my/7819/2/s821849_02.pdf
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id	my-uum-etd.7819
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Ahmad Arshad, Darwina
topic	HF5415.33 Consumer Behavior. HF5415.33 Consumer Behavior.
spellingShingle	HF5415.33 Consumer Behavior. HF5415.33 Consumer Behavior. Loo Jang Yih, Vincent The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
description	The main purpose of this study was to examine the different on customer perception of service quality, servicescape, perceived value and customer satisfaction among the retail chain stores that pursuing a cost leadership strategy and differentiation strategy. The relationship between service quality, servicescape, perceived value and customer satisfaction among retail chain stores were also studied in this research. This study was conducted in Kuala Lumpur. The sample of this study consisted of 405 customers from Tesco, Giant, Mydin, Isetan, Sam's Groceria and Ben's Independent Grocer in Kuala Lumpur. Data were collected through questionnaire survey. Data were analyzed by using various statistical techniques such as reliability analysis, descriptive analysis, Independent Samples Test and Multiple Regression Analysis. The Independent Samples Test results showed that the customer perceptions of service quality and servicescape was lower, but higher in perceived value for the firms that pursuing a cost leadership strategy than differentiation strategy. However, the customer perceptions of satisfaction was consistent across both strategies. For the regression results, the study revealed that all the independent variables (i.e., service quality, servicescape, perceived value) were positively correlated with the dependent variable (i, e., customer satisfaction). This research provided relevant information regarding the competitive strategy towards the service characteristics and customers satisfaction. Thus, this research could contribute to theoretical and practical implication, it is very useful for the retail chain stores to enhance the business performance by improving the service characteristics and customer satisfaction which must be aligned with the business strategy.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Loo Jang Yih, Vincent
author_facet	Loo Jang Yih, Vincent
author_sort	Loo Jang Yih, Vincent
title	The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_short	The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_full	The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_fullStr	The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_full_unstemmed	The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur
title_sort	link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in kuala lumpur
granting_institution	Universiti Utara Malaysia
granting_department	School of Business Management
publishDate	2018
url	https://etd.uum.edu.my/7819/1/s821849_01.pdf https://etd.uum.edu.my/7819/2/s821849_02.pdf
_version_	1747828270708031488
spelling	my-uum-etd.78192021-08-09T08:39:52Z The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur 2018 Loo Jang Yih, Vincent Ahmad Arshad, Darwina School of Business Management School of Business Management HF5415.33 Consumer Behavior. HF5549-5549.5 Personnel Management. Employment The main purpose of this study was to examine the different on customer perception of service quality, servicescape, perceived value and customer satisfaction among the retail chain stores that pursuing a cost leadership strategy and differentiation strategy. The relationship between service quality, servicescape, perceived value and customer satisfaction among retail chain stores were also studied in this research. This study was conducted in Kuala Lumpur. The sample of this study consisted of 405 customers from Tesco, Giant, Mydin, Isetan, Sam's Groceria and Ben's Independent Grocer in Kuala Lumpur. Data were collected through questionnaire survey. Data were analyzed by using various statistical techniques such as reliability analysis, descriptive analysis, Independent Samples Test and Multiple Regression Analysis. The Independent Samples Test results showed that the customer perceptions of service quality and servicescape was lower, but higher in perceived value for the firms that pursuing a cost leadership strategy than differentiation strategy. However, the customer perceptions of satisfaction was consistent across both strategies. For the regression results, the study revealed that all the independent variables (i.e., service quality, servicescape, perceived value) were positively correlated with the dependent variable (i, e., customer satisfaction). This research provided relevant information regarding the competitive strategy towards the service characteristics and customers satisfaction. Thus, this research could contribute to theoretical and practical implication, it is very useful for the retail chain stores to enhance the business performance by improving the service characteristics and customer satisfaction which must be aligned with the business strategy. 2018 Thesis https://etd.uum.edu.my/7819/ https://etd.uum.edu.my/7819/1/s821849_01.pdf text eng public https://etd.uum.edu.my/7819/2/s821849_02.pdf text eng public masters masters Universiti Utara Malaysia Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction. Marketing Intelligence and Planning, 24(2), 127-147. Allee, V. (2009). Value-creating networks: organizational issues and challenges. The Learning Organization, 16(6), 427-442. Anderson, E.W., & Sullivan, M.W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12, 125-143. 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The link on service characteristics, customer satisfaction and competitive strategy among retail chain stores in Kuala Lumpur

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