Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia: Customers Switching Intentions Behavior in Retail Hypermarket - Softcover

Jabeen, Samrena; Hamid, Abu Bakar Abdul

 
9781543752021: Customers Switching Intentions Behavior in Retail Hypermarket Kingdom of Saudi Arabia: Customers Switching Intentions Behavior in Retail Hypermarket
Softcover
ISBN 10: 1543752020 ISBN 13: 9781543752021
Verlag: Partridge Publishing Singapore, 2019

Inhaltsangabe

Retail Service Quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Service quality is a solution to build customer satisfaction which could lead to customer loyalty hence reducing switching intentions. The current study has investigated the interrelationship between service quality, customer satisfaction, customer loyalty with switching intentions of customers, and the moderating role of price discounts and store ethnicity, in a single framework. Random sampling was used by administering standardized questionnaires personally to 450 hypermarket customers located in the Eastern Province of Saudi Arabia. The results confirmed that retail service quality has significant positive influence on customer satisfaction, and the positive effect of customer satisfaction on customer loyalty. Besides, the study verified store ethnicity and price discounts acted as moderating mechanism for explaining the switching intentions of satisfied and loyal customers. The results serve as a guideline for top managers of the hypermarkets to design appropriate policies and strategies in terms of retail service quality, price discounts and identifying the needs of ethnic groups in a particular region. This will help to enhance customer satisfaction and customer loyalty hence reducing switching intentions of customers.

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Verlag
Partridge Publishing Singapore
Erscheinungsdatum
2019
Sprache
Englisch
ISBN 10 
1543752020
ISBN 13 
9781543752021
Einband
Taschenbuch
Anzahl der Seiten
368
Kontakt zum Hersteller
Nicht verfügbar
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