Customers’ Satisfaction Towards 99Speedmart based on Product Quality and Service Quality in Bangsar, Kuala Lumpur
Keywords:
product quality, customers’ satisfaction, service quality, convenience store
Abstract
Convenience stores have been providing basic needs for their customers and have become one of the customer’s pleasure to come to shop the essential needs for the household. This study focuses on the customer’s satisfaction towards 99Speedmart by looking into two variables, which are Service Quality (SERVQUAL) and product quality. These two variables are vital to any business as it would affect its loyal customers if any of these did not meet their expectations. A survey was conducted by distributing the adapted questionnaire to 238 respondents that comprise three sections. The data was analysed quantitatively by using SPSS SPSS. It was found that many respondents showed positive results towards 99Speedmart which they are partly agreed that 99Speedmart provides good quality products and services.
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References
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Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.
Tabaku, E., & Kushi, E. (2013). Service quality, customer satisfaction, perceived value and brand loyalty: A critical review of the literature. Academic Journal of Interdisciplinary Studies.doi:10.5901/ajis.2013.v2n9p223
Triatmanto, B., Nirwanto, N., & Razak, I. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. IISTE: Journal of Marketing and Consumer Research, 30, 59-68.
Tsoukatos, E. and Rand, G.K. (2006) ‘Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance’, Managing Service Quality, 16, 5, 501–519.
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications policy, 30(5-6), 314-331.
Weerasiri, R. A. S. (2015). A Study on Service Quality and Customer Satisfaction of Supermarkets in Sri Lanka. Sri Lanka Journal of Marketing, 1(2), 36-46.
Wong, A., & Zhou, L. (2006). Determinants and outcomes of relationship quality: A conceptual model and empirical investigation. Journal of International Consumer Marketing, 18(3), 81-105.
Zamazalová, M. (2008). Customer satisfaction. Acta Oeconomica Pragensia, 4, 76-82
Arokiasamy, A. R. A., & Abdullah, A. G. (2013). Service quality and customer satisfaction in the cellular telecommunication service provider in Malaysia. Researchers World, 4(2).
Aspfors, E. (2010). Customer perception of service, store image and product assortment: from an interior store perspective (Published Thesis). Retrieved on 16 April, 2019, from https://core.ac.uk/download/pdf/38011045.pdf
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediatin role of customer satisfaction. European Journal of Marketing, 36(7/8), 811-828.
Cronin, J.J., Jr. and Taylor, S.A. (1992) ‘Measuring service quality: a re-examination and extension’, Journal of Marketing, 56(3), 55-68.
Kuo, Y.F., Wu, C.M. & Deng, W.J. (2009). The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in human behavior, 25(4), 887-896.
Ehsani, Z., & Ehsani, M. H. (2015). Effect of quality and price on customer satisfaction and commitment in Iran auto industry. International Journal of Service Science, Management and Engineering, 1(5), 53.
Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total Quality Management, 11(4-6), 509-514.
Hsieh, S., Lu, C., & Lu, Y. (2018). A study on the relationship among brand image, service quality, customer satisfaction, and customer loyalty – Taking ‘the Bao Wei Zhen Catering Team’ As an Empirical Study. KnE Social Sciences, 3(10). doi:10.18502/kss.v3i10.3512
Jeevananda, S. (2011). A study on customer satisfaction level at hypermarkets in Indian retail industry. Research Journal of Social Science & Management, 1(3), 2.
Jones, T., & Taylor, S. F. (2007). The conceptual domain of service loyalty: how many dimensions?. Journal of Services Marketing, 21(1), 36-51.
Kim, M., Chang, Y., Park, M. C., & Lee, J. (2015). The effect of quality on the satisfaction and the loyalty of Smartphone users. Telematics and Informatics, 32(4), 949-960. http://dx.doi.org/10.1016/j.tele.2015.05.003.
Kim, M. K., Park, M. C., & Jeong, D. H. (2004). The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommunications policy, 28(2), 145-159.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and psychological measurement, 30(3), 607-610.
Mansour, R. (2018). A study on consumer satisfaction of supermarket in Mysore City, Mysore. International Journal of Research in Business Studies and Management, 5(5), 23-29.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of marketing research, 38(1), 131-142.
Mmutle, T. (2017). Customers' perception of service quality and its impact on reputation in the hospitality industry. African Journal of Hospitality, Tourism and Leisure, 6(3), 1-25.
Rizvi, D. A., & Sabir, D. A. (2018). The relationship between customer satisfaction and service quality with special reference to the hypermarkets in Saudi Arabia. Research In Economics and Management, 3(3), 160. doi:10.22158/rem.v3n3p160
Russell-Bennett, R., McColl-Kennedy, J. R., & Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60(12), 1253-1260.
Ryu, K., Han, H., & Kim, T. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal Of Hospitality Management, 27(3), 459-469. doi: 10.1016/j.ijhm.2007.11.001
Santouridis, I., & Trivellas, P. (2010). Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal.
Saravanan, R., & Rao, K. S. P. (2007). Measurement of service quality from the customer's perspective–an empirical study. Total Quality Management and Business Excellence, 18(4), 435-449.
Senthilkumar, V. (2012). A study on the effects of customer service and product quality on customer satisfaction and loyalty. Namex International Journal of Management Research, 2(2), 123-129.
Seyedi, S. M., Shirazifar, M., Dalv, M. R., & Zohdi, M. H. (2012). Optimal examination and prioritization of the factors affecting customers’ satisfaction using integrated Quality Function Deployment (QFD) and Kanos model: Case study of Shirazs Refah bank. African Journal of Business Management, 6(35), 9762-9772.
Sivadas, E., & Baker‐Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management.
Straker, K., Wrigley, C., & Rosemann, M. (2015). The role of design in the future of digital channels: Conceptual insights and future research directions. Journal of Retailing and Consumer Services, 26, 133-140.
Sulek, J. M., & Hensley, R. L. (2004). The relative importance of food, atmosphere, and fairness of wait: The case of a full-service restaurant. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 235-247.
Tabaku, E., & Kushi, E. (2013). Service quality, customer satisfaction, perceived value and brand loyalty: A critical review of the literature. Academic Journal of Interdisciplinary Studies.doi:10.5901/ajis.2013.v2n9p223
Triatmanto, B., Nirwanto, N., & Razak, I. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. IISTE: Journal of Marketing and Consumer Research, 30, 59-68.
Tsoukatos, E. and Rand, G.K. (2006) ‘Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance’, Managing Service Quality, 16, 5, 501–519.
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications policy, 30(5-6), 314-331.
Weerasiri, R. A. S. (2015). A Study on Service Quality and Customer Satisfaction of Supermarkets in Sri Lanka. Sri Lanka Journal of Marketing, 1(2), 36-46.
Wong, A., & Zhou, L. (2006). Determinants and outcomes of relationship quality: A conceptual model and empirical investigation. Journal of International Consumer Marketing, 18(3), 81-105.
Zamazalová, M. (2008). Customer satisfaction. Acta Oeconomica Pragensia, 4, 76-82
