IDEAS home Printed from https://ideas.repec.org/a/src/jbsree/v5y2019i2p295-304.html
   My bibliography  Save this article

Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://publishing.globalcsrc.org/ojs/index.php/jbsee/article/view/840/658
    Download Restriction: no
    File URL: https://libkey.io/http://doi.org/10.26710/jbsee.v5i2.840?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. W. Isuru Dananjana & D. L. Isuri Yasara & Nalin Abeysekera, 2024. "Impact of Social Media Marketing on Customer Engagement in an Apparel Brand, Sri Lanka," International Journal of Research and Scientific Innovation, International Journal of Research and Scientific Innovation (IJRSI), vol. 11(4), pages 968-987, April.
    2. 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.
    3. 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.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:src:jbsree:v:5:y:2019:i:2:p:295-304. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Prof. Dr. Ghulam Shabir (email available below). General contact details of provider: https://edirc.repec.org/data/csrcmpk.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.