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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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.
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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 |
_version_ |
1724937831417118720 |