Effect of retail service quality on switching intentions among hypermarket customers

• Main Author: Jabeen, Samrena
• Format: Thesis
• Language: English
• Published: 2019
• Subjects: HD28 Management. Industrial Management
• Online Access: http://eprints.utm.my/id/eprint/86975/1/SamrenaJabeenPAHIBS2019.pdf; http://eprints.utm.my/id/eprint/86975/; http://dms.library.utm.my:8080/vital/access/manager/Repository/vital:134245
• Institution: Universiti Teknologi Malaysia

Retail service quality is a vital driver in determining customer satisfaction, which in turn promotes customer loyalty and reduces switching intentions. Based on disconfirmation theory, the difference between expectations and delivered service quality, determines the level of a customer satisfaction...