Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 va...

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Main Authors: Tak Jie Chan, Mei Ling Goh
Format: Article
Language:English
Published: CSRC Publishing 2019-12-01
Series:Journal of Business and Social Review in Emerging Economies
Subjects:
Online Access:https://publishing.globalcsrc.org/ojs/index.php/jbsee/article/view/840
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spelling doaj-277835d689204e9e84331b51ccebb8e12020-11-25T02:05:28ZengCSRC PublishingJournal of Business and Social Review in Emerging Economies2519-089X2519-03262019-12-015210.26710/jbsee.v5i2.840Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company Tak Jie Chan0Mei Ling Goh1Faculty of Communication and Creative Design, SEGi University, 47810, Petaling Jaya, Selangor, Malaysia/ Putra Business School, 43400 UPM Serdang, Selangor, Malaysia.Faculty of Business, Multimedia University, 75450, Bukit Beruang, Melaka, Malaysia. The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed. https://publishing.globalcsrc.org/ojs/index.php/jbsee/article/view/840Service QualityCustomer SatisfactionSERVQUALClothing Industry
collection DOAJ
language English
format Article
sources DOAJ
author Tak Jie Chan
Mei Ling Goh
spellingShingle Tak Jie Chan
Mei Ling Goh
Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company
Journal of Business and Social Review in Emerging Economies
Service Quality
Customer Satisfaction
SERVQUAL
Clothing Industry
author_facet Tak Jie Chan
Mei Ling Goh
author_sort Tak Jie Chan
title Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company
title_short Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company
title_full Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company
title_fullStr Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company
title_full_unstemmed Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company
title_sort determinants of service quality and customer satisfaction of retail clothing company
publisher CSRC Publishing
series Journal of Business and Social Review in Emerging Economies
issn 2519-089X
2519-0326
publishDate 2019-12-01
description The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.
topic Service Quality
Customer Satisfaction
SERVQUAL
Clothing Industry
url https://publishing.globalcsrc.org/ojs/index.php/jbsee/article/view/840
work_keys_str_mv AT takjiechan determinantsofservicequalityandcustomersatisfactionofretailclothingcompany
AT meilinggoh determinantsofservicequalityandcustomersatisfactionofretailclothingcompany
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