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Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

Author

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  • Chan, Tak Jie
  • Goh, Mei Ling

Abstract

The study aims to investigate the relationship between service quality and customer satisfaction in a retail clothing company. The study utilized the SERVQUAL model to guide the study. Purposive sampling was applied in the study where quantitative (survey) method was employed with generating 140 valid responses. The data were then analyzed using Partial Least Squares Structural Equation Modelling through Smart-PLS 3.0. The results revealed that three (3) dimension of SERVQUAL (tangibles, empathy, and responsiveness) has a positive and significant relationship with customers. However, reliability and assurance yielded negative with customer satisfaction. In addition, out of the five determinants of SERVQUAL, assurance was found not significant to customer satisfaction. Conclusion, implications, and suggestions for future study are also discussed.

Suggested Citation

  • Chan, Tak Jie & Goh, Mei Ling, 2019. "Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company," Journal of Business and Social Review in Emerging Economies, CSRC Publishing, Center for Sustainability Research and Consultancy Pakistan, vol. 5(2), pages 295-304, December.
    • Handle: RePEc:src:jbsree:v:5:y:2019:i:2:p:295-304
    DOI: http://doi.org/10.26710/jbsee.v5i2.840
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    Cited by:

    1. Erkan Topal & Leonora Adamchuk & Ilaria Negri & Mustafa Kösoğlu & Giulia Papa & Maria Sorina Dârjan & Mihaiela Cornea-Cipcigan & Rodica Mărgăoan, 2021. "Traces of Honeybees, Api-Tourism and Beekeeping: From Past to Present," Sustainability, MDPI, vol. 13(21), pages 1-21, October.
    2. Maryam Mahmoodi & Michał Roman & Piotr Prus, 2022. "Features and Challenges of Agritourism: Evidence from Iran and Poland," Sustainability, MDPI, vol. 14(8), pages 1-20, April.

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