Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company


Goh, Mei Ling and Chan, Tak Jie (2019) Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company. Journal of Business and Social Review in Emerging Economies, 5 (2). pp. 295-304. ISSN 2519-089X

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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

Item Type: Article
Uncontrolled Keywords: Service Quality, Customer Satisfaction, SERVQUAL, Clothing Industry
Subjects: T Technology > TS Manufactures > TS155-194 Production management. Operations management
Divisions: Faculty of Business (FOB)
Depositing User: Ms Suzilawati Abu Samah
Date Deposited: 11 Mar 2022 01:20
Last Modified: 11 Mar 2022 01:20


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