The effect of multidimensional perceived value on customer loyalty towards retailers: the mediating role of customer satisfaction

Haque, A. K. M. Ahasanul and Chowdhury, Naila Anwar and Maulan, Suharni and Abdullah, Kalthom (2020) The effect of multidimensional perceived value on customer loyalty towards retailers: the mediating role of customer satisfaction. Journal of Talent Development & Excellence, 12 (3s). pp. 1763-1777. ISSN 1869-0459 E-ISSN 1869-2885

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Abstract

Customer loyalty has become an issue of much concern due to cut-throat competition within the retail landscape. It has become vital to undertake a study for the purpose of attaining a clear comprehension about the factors accountable for developing customer loyalty. Thus, this study was carried out in order to examine various factors that pave the way to customer loyalty towards retail organizations. It particularly seeks to examine the effect of multidimensional perceived value on customer loyalty through the mediating effect of customer satisfaction. A conceptual framework was developed in regard to past studies. Data were gathered through the distribution of self-administered questionnaires to retail customers at Klang Valley, Malaysia. Afterwards, the data were analysed through SPSS and SEM. The findings disclosed that customer loyalty is significantly affected by perceived value and customer satisfaction, and customer satisfaction mediates the effect of perceived value on customer loyalty. The outcomes will be of great importance to marketers for developing effective strategies. Along the same line, it would also be a vital addition to the literature and benefit researchers in undertaking further studies.

Item Type:	Article (Journal)
Additional Information:	5056/83137
Uncontrolled Keywords:	Perceived value, customer satisfaction, loyalty, retail
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5428 Retail trade
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences
Depositing User:	Prof. Dr Ahasanul Haque
Date Deposited:	07 Oct 2020 16:51
Last Modified:	12 Nov 2020 09:01
URI:	http://irep.iium.edu.my/id/eprint/83137

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