The effect of retail service quality on customer loyalty: the mediating role of customer satisfaction and trust

Haque, A. K. M. Ahasanul and Anwar, Naila and Moulan, Suharni and Abdullah, Kalthom and Tarofder, Arun Kumar (2020) The effect of retail service quality on customer loyalty: the mediating role of customer satisfaction and trust. International Journal of Psychosocial Rehabilitation, 24 (6). pp. 12625-12640. ISSN 1475-7192 E-ISSN 1475-7192

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Abstract

Intense competition within the retail industry made it vital to gain a clear understanding regarding the factors that affect customer loyalty towards retailers. It is utmost important for retailers to sustain their prominence through enhancing their base of loyal customers. Keeping this issue in mind, the present study aspires to investigate the factors that are responsible for building customer loyalty. Speci�cally, it attempts to investigate the effect of retail service quality on customer loyalty through the mediating effects customer satisfaction and trust. erefore, a conceptual framework was constructed based on a review of prior studies. Aerwards, primary data were collected from Klang Valley, Malaysia, through the dissemination of self-administered questionnaires. Later on, SPSS and SEM were used for analysing the collected data. e results disclosed that retail service quality has a signi�cant effect of customer satisfaction, trust and customer loyalty. At the same time, the effect of retail service quality on customer loyalty is mediated by customer satisfaction and trust and trust mediates the effect of customer satisfaction on customer loyalty. e �ndings of this study would aid retail managers in strategizing accordingly. It would also be an important addition to literature as well as help future researchers in furthering the current research.

Item Type:	Article (Journal)
Additional Information:	5056/86080
Uncontrolled Keywords:	Retail Service Quality, Customer Satisfaction, Trust, Loyalty, Malaysia
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 Kulliyyah of Economics and Management Sciences > Department of Business Administration
Depositing User:	Prof. Dr Ahasanul Haque
Date Deposited:	12 Dec 2020 14:27
Last Modified:	14 Dec 2020 08:11
URI:	http://irep.iium.edu.my/id/eprint/86080

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