Effect of retail service quality on switching intentions among hypermarket customers

Retail service quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Based on disconfirmation theory, the difference between expectations and delivered service quality, determines the level of a customer satisfaction...

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Main Author:	Jabeen, Samrena
Format:	Thesis
Language:	English
Published:	2019
Subjects:	HD28 Management Industrial Management
Online Access:	http://eprints.utm.my/id/eprint/86975/1/SamrenaJabeenPAHIBS2019.pdf
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id	my-utm-ep.86975
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spelling	my-utm-ep.869752020-10-30T05:13:39Z Effect of retail service quality on switching intentions among hypermarket customers 2019 Jabeen, Samrena HD28 Management. Industrial Management Retail service quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Based on disconfirmation theory, the difference between expectations and delivered service quality, determines the level of a customer satisfaction. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The concept of switching intentions has received significant attention in the field of marketing, however, little is known about the application of this concept in the context of retail business. Consumer research has neither verified the relationships among constructs like retail service quality, customer satisfaction, customer loyalty and switching intentions, in a single framework, nor explored the possible influence of store ethnicity and price discounts on customer satisfaction and customer loyalty to switching intention. The current study has investigated the interrelationship among service quality, customer satisfaction, customer loyalty with switching intentions, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The quantitative data was analyzed by the structural equation modeling technique using AMOS 20 software. The study extended the existing body of knowledge by introducing new moderators of price discounts and ethnic store on the relationships between satisfaction and switching intentions, and loyalty and switching intentions. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides that, the study verified in marketing literature that store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results of the study may serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers. 2019 Thesis http://eprints.utm.my/id/eprint/86975/ http://eprints.utm.my/id/eprint/86975/1/SamrenaJabeenPAHIBS2019.pdf application/pdf en public http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:134245 phd doctoral Universiti Teknologi Malaysia, Azman Hashim International Business School Azman Hashim International Business School
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD28 Management Industrial Management
spellingShingle	HD28 Management Industrial Management Jabeen, Samrena Effect of retail service quality on switching intentions among hypermarket customers
description	Retail service quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Based on disconfirmation theory, the difference between expectations and delivered service quality, determines the level of a customer satisfaction. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The concept of switching intentions has received significant attention in the field of marketing, however, little is known about the application of this concept in the context of retail business. Consumer research has neither verified the relationships among constructs like retail service quality, customer satisfaction, customer loyalty and switching intentions, in a single framework, nor explored the possible influence of store ethnicity and price discounts on customer satisfaction and customer loyalty to switching intention. The current study has investigated the interrelationship among service quality, customer satisfaction, customer loyalty with switching intentions, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The quantitative data was analyzed by the structural equation modeling technique using AMOS 20 software. The study extended the existing body of knowledge by introducing new moderators of price discounts and ethnic store on the relationships between satisfaction and switching intentions, and loyalty and switching intentions. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides that, the study verified in marketing literature that store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results of the study may serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers.
format	Thesis
qualification_name	Doctor of Philosophy (PhD.)
qualification_level	Doctorate
author	Jabeen, Samrena
author_facet	Jabeen, Samrena
author_sort	Jabeen, Samrena
title	Effect of retail service quality on switching intentions among hypermarket customers
title_short	Effect of retail service quality on switching intentions among hypermarket customers
title_full	Effect of retail service quality on switching intentions among hypermarket customers
title_fullStr	Effect of retail service quality on switching intentions among hypermarket customers
title_full_unstemmed	Effect of retail service quality on switching intentions among hypermarket customers
title_sort	effect of retail service quality on switching intentions among hypermarket customers
granting_institution	Universiti Teknologi Malaysia, Azman Hashim International Business School
granting_department	Azman Hashim International Business School
publishDate	2019
url	http://eprints.utm.my/id/eprint/86975/1/SamrenaJabeenPAHIBS2019.pdf
_version_	1747818516877148160

Effect of retail service quality on switching intentions among hypermarket customers

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