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2016 | nr 2(4) | 4--27
Tytuł artykułu

Customer Perceived Value Towards Convenience Stores in Malaysia : the Influence on Customer Satisfaction, Loyalty and Retention

Treść / Zawartość
Warianty tytułu
Języki publikacji
EN
Abstrakty
EN
Numerous researchers have centred their attention on Customer Perceived Value towards brands but only a few have focussed on CPV towards convenience stores. The main purpose of the research is to measure the CPV dimensions and identify which dimension influences customer satisfaction and as a result leads to customer loyalty and retention for convenience stores in Malaysia. Independent variables such as functional, conditional, social, emotional and economic values were taken into account; the number of 200 customers were sampled, using a blend of explanatory and descriptive research design and a quantitative research method. The reliability was measured ranging from (α =.560-.966) using Cronbach's alpha. The application of descriptive statistics and correlation analysis was intended to explain the relationship between the independent and dependent variables of the research, whereas the inferential statistics and linear regression were used to test the hypotheses; with a significance level p ≤ 0/05 whereby the findings of the research showed that economic value has a high influence on customer satisfaction as well as loyalty and retention. However, based on the findings customers are highly influenced by the economic value they get from a convenience store. Among the realistic contributions are positioning value pricing, formulating a strategy that encourages convenience value, connects to customers' emotions during shopping and also creates a diverse approach that sets a convenience store apart from another. However, there is a need for future studies to extend the model of this research by adding other perceptions such as demographic features of the consumers. (original abstract)
Rocznik
Numer
Strony
4--27
Opis fizyczny
Twórcy
  • FTMS Malaysia Center, Malysia; Anglia Ruskin University, England
  • FTMS Malaysia Center, Malysia; Anglia Ruskin University, England
  • FTMS Malaysia Center, Malysia
Bibliografia
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  • Abu Bakar, A., Al Ruwais, N. and Othman, A. (2013) 'Customer net value: A service gap perspective from Saudi Arabia', Global journal of business research, Vol. 7, No. 4.
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  • Carpenter, J.M. (2008) 'Demographics and Patronage Motives of Supercenter Shopper in the United States', International Journal of Retail & Distribution Management, Vol. 31 No. 1, pp. 5-16.
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  • Calabuig, F., Juan, N., Vicente Prado, G. and Ano, V. (2013), 'Effect of price increase on future intension of sport consumers', Journal of business research, Vol. 58 No. 7, pp. 1102-1118.
  • Candan, B., Unal, S., Ercis A., (2013) 'Analysing the relationship between consumption values and brand loyalty of young people', European Journal of Research on Education, Special issue: Human resource Management, pp. 29-46.
  • Chang, C. and Dibb, S. (2012). 'Reviewing and conceptualising customer-perceived value', Marketing Review, Vol. 12 No. 3 pp. 253-274.
  • Chi, H., Yeh, H. and Tsai, Y. (2009), 'The Influences of Perceived Value on Consumer Purchase Intention: The Moderating Effect of Advertising Endorser', Journal of International Management Studies, Vol. 6 No. 1, pp. 2-6.
  • Chi, T. and Kilduff, P. (2011) 'Understanding consumer perceived value of casual sportswear', Journal of Retailing and Consumer Services, Vol. 18 No. 5, pp. 422-429.
  • Christine, H., Wim, V. and John, V. (2011) 'European consumer's perceived importance of qualifying and disqualifying nutrients in food choices, Food Quality and Preferences, Vol. 22 No. 6, pp. 550-558.
  • Collins, H. (2010). Creative Research: The Theory and Practice of Research for the Creative Industries. London: AVA Academy. Retrieved 29.08.2015 from https://books.google.com.my/books?id=oyAwg8qSyJYC&pg=PA124&dq=key+definition+for+data+collection+tool+through+questionnaire&hl=en&sa=X&ei=0GxDVa3bCYOIuwTT3IH4CQ&ved=0CC8Q6AEwBA
Typ dokumentu
Bibliografia
Identyfikator YADDA
bwmeta1.element.ekon-element-000171442288

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