mailto:uumlib@uum.edu.my 24x7 Service; AnyTime; AnyWhere

Exploring the antecedents of customer loyalty in the Malaysian retail sector

Mohd Mokhtar, Sany Sanuri and Yusr, Maha Mohammed (2016) Exploring the antecedents of customer loyalty in the Malaysian retail sector. International Review of Management and Marketing, 6 (3). pp. 577-583. ISSN 2146-4405

[thumbnail of IRMM 6 3 2016 577 583.pdf]
Preview
PDF
Available under License Attribution 4.0 International (CC BY 4.0).

Download (377kB) | Preview

Abstract

As the market is becoming more competitive, managers and marketers are becoming more aware of the importance of being a customer-oriented company to survive, and in this regard, customer loyalty is one of the major outcome of customer-oriented approach.Moreover, shifting the concept of marketing exchange from transactions to relationship emphasizes the importance of building customer loyalty.Therefore, nowadays, marketers are in the quest to obtain knowledge on how to build customer loyalty.However, most of the previous studies focused on business to customer (B2C) context.Due to several differences between B2C and B2B, there is a need to investigate the antecedents of customer loyalty separately from B2C. Therefore, this study focused on the Malaysian retail sector.The obtained results supported a positive influence of each of four adopted constructs, which represented by service quality, corporate image, customer trust, and customer switching cost, on customer loyalty.In light of the findings, several managerial implications were highlighted.

Item Type: Article
Uncontrolled Keywords: Service Quality, Corporate Image, Customer Trust, Customer Switching Cost, Customer Loyalty, Retail Sector
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Prof. Dr. Sany Sanuri Mohd. Mokhtar
Date Deposited: 08 Mar 2017 07:48
Last Modified: 08 Mar 2017 07:48
URI: https://repo.uum.edu.my/id/eprint/21289

Actions (login required)

View Item View Item