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The Influence of Store Image and Corporate Image on Customer Satisfaction: A Study in Petrol Station’s Convenience Store Patronage in Malaysia

Author

Listed:
  • Norizan Mat Saad

    (Al Yamamah University, Saudi Arabia)

  • Ahmad Zulhaimi Bin Abdul Wahid

    (Universiti Sains, Malaysia)

Abstract

The development of convenience store in Petrol Station has seen a dramatic change where all players has now move towards a standardized image to reflect their seriousness in expanding their retails business apart from distribution of petroleum products. This study is unique in the attempt to understand the intricate relationships between store image, corporate image on customer satisfaction. A total of 250 set of questionnaires were distributed to shoppers of convenience stores attached to a selected Petrol Stations in Penang. Out of 250 questions, 205 were received. However, only 203 were usable for the purpose of this study. Interestingly, the results of the regression analysis show that store image had no significant relationship with customer satisfaction on its own. However, there is a significant relationship if corporate image is regressed as a moderator to show that corporate image strengthened the relationship between store image and corporate image.

Suggested Citation

  • Norizan Mat Saad & Ahmad Zulhaimi Bin Abdul Wahid, 2017. "The Influence of Store Image and Corporate Image on Customer Satisfaction: A Study in Petrol Station’s Convenience Store Patronage in Malaysia," MIC 2017: Managing the Global Economy; Proceedings of the Joint International Conference, Monastier di Treviso, Italy, 24–27 May 2017,, University of Primorska Press.
    • Handle: RePEc:prp:micp17:619-631
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    References listed on IDEAS

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    2. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    3. Kumar, V. & Karande, Kiran, 2000. "The Effect of Retail Store Environment on Retailer Performance," Journal of Business Research, Elsevier, vol. 49(2), pages 167-181, August.
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