Indian Streams Research Journal

Volume : IV, Issue : I, February - 2014

A SEM APPROACH TOWARDS THE MEASUREMENT OF SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS AMONG THE HYPERMARKETS OF SOUTHERN TAMIL NADU

R. P. C. S. Rajaram, V. P. Sriram

DOI : 10.9780/22307850, By : Laxmi Book Publication

Abstract :

Achieving Higher Customer Satisfaction is a major problem among the retailers by offering quality products and services, but at the same time it is not easy to come out with magical Service offerings which in turn will make the customers happy. Each and every customer expectations and preferences towards retail service offerings are quite common all over the world, but at the same time the customer preference and expectations differs with respect to different region and location. Hence Each and Every Retailer has to understand their customers well and in turn they need to offer quality services in order to achieve greater customer satisfaction. Then only the satisfied customers will be loyal towards such retailers. This Descriptive Research Study mainly focuses on measuring the Service Quality, Customer Satisfaction and Behavioural Intention of the Hypermarket customers of southern Tamil Nadu cities. The Researcher used convenient sampling method and collected 350 samples using structured questionnaire method. Also Structural Equation Modelling was performed to assess the Data Model Fit and to test the Hypothesis. Finally the Hypothesis was supported empirically and Outcome of the research gives a view on service quality offerings in achieving customer satisfaction. Also it reveals the Behavioural Intentions and its relationship over customer satisfaction.

Keywords :

• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction
• Service Quality
• Behavioural Intention
• Service Quality
• Behavioural Intention
• Hypermarkets
• Customer Satisfaction

Article :

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References :

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55. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
56. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
57. pp.486–494.
58. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
59. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
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62. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
63. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
64. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
65. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
66. pp.486–494.
67. Volume.No.7,Issue.No.7, pp.141-150.
68. Vol.No.12, Issue.No.1, pp.82–90.
69. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
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75. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
76. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
77. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
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96. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
97. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
98. pp.486–494.
99. Volume.No.4, Issue.No.1, 2012.
100. Vol.No.30, Issue.No.2, pp.19–30.
101. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
102. pp.486–494.
103. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
104. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
105. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
106. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
107. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
108. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
109. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
110. pp.486–494.
111. Volume.No.4, Issue.No.1, 2012.
112. Vol.No.30, Issue.No.2, pp.19–30.
113. Volume.No.4, Issue.No.1, 2012.
114. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
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116. Vol.No.12, Issue.No.1, pp.82–90.
117. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
118. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
119. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
120. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
121. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
122. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
123. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
124. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
125. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
126. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
127. Vol.No.12, Issue.No.1, pp.82–90.
128. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
129. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
130. Vol.No.30, Issue.No.2, pp.19–30.
131. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
132. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
133. Issue.No.8, pp.913–921.
134. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
135. Volume.No.7,Issue.No.7, pp.141-150.
136. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
137. Vol.No.30, Issue.No.2, pp.19–30.
138. Volume.No.7,Issue.No.7, pp.141-150.
139. Vol.No.12, Issue.No.1, pp.82–90.
140. Volume.No.4, Issue.No.1, 2012.
141. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
142. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
143. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
144. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
145. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
146. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
147. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
148. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
149. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
150. pp.486–494.
151. Volume.No.4, Issue.No.1, 2012.
152. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
153. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
154. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
155. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
156. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
157. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
158. Vol.No.30, Issue.No.2, pp.19–30.
159. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
160. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
161. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
162. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
163. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
164. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
165. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
166. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
167. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
168. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
169. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
170. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
171. Volume.No.7,Issue.No.7, pp.141-150.
172. Vol.No.12, Issue.No.1, pp.82–90.
173. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
174. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
175. Volume.No.7,Issue.No.7, pp.141-150.
176. Vol.No.12, Issue.No.1, pp.82–90.
177. Vol.No.12, Issue.No.1, pp.82–90.
178. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
179. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
180. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
181. Volume.No.7,Issue.No.7, pp.141-150.
182. Vol.No.12, Issue.No.1, pp.82–90.
183. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
184. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
185. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
186. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
187. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
188. pp.486–494.
189. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
190. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
191. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
192. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
193. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
194. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
195. Volume.No.7,Issue.No.7, pp.141-150.
196. Vol.No.12, Issue.No.1, pp.82–90.
197. Volume.No.7,Issue.No.7, pp.141-150.
198. Vol.No.12, Issue.No.1, pp.82–90.
199. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
200. Volume.No.7,Issue.No.7, pp.141-150.
201. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
202. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
203. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
204. Vol.No.30, Issue.No.2, pp.19–30.
205. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
206. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
207. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
208. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
209. Issue.No.8, pp.913–921.
210. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
211. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
212. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
213. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
214. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
215. pp.486–494.
216. Volume.No.7,Issue.No.7, pp.141-150.
217. Vol.No.12, Issue.No.1, pp.82–90.
218. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
219. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
220. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
221. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
222. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
223. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
224. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
225. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
226. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
227. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
228. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
229. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
230. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
231. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
232. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
233. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
234. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
235. Vol.No.30, Issue.No.2, pp.19–30.
236. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
237. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
238. pp.486–494.
239. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
240. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
241. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
242. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
243. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
244. Volume.No.7,Issue.No.7, pp.141-150.
245. Vol.No.12, Issue.No.1, pp.82–90.
246. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
247. pp.486–494.
248. Volume.No.7,Issue.No.7, pp.141-150.
249. Vol.No.12, Issue.No.1, pp.82–90.
250. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
251. pp.486–494.
252. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
253. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
254. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
255. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
256. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
257. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
258. Issue.No.8, pp.913–921.
259. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
260. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
261. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
262. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
263. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
264. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
265. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
266. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
267. Issue.No.8, pp.913–921.
268. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
269. Vol.No.30, Issue.No.2, pp.19–30.
270. Vol.No.30, Issue.No.2, pp.19–30.
271. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
272. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
273. Volume.No.7,Issue.No.7, pp.141-150.
274. Vol.No.12, Issue.No.1, pp.82–90.
275. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
276. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
277. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
278. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
279. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
280. Vol.No.30, Issue.No.2, pp.19–30.
281. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
282. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
283. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
284. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
285. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
286. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
287. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
288. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
289. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
290. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
291. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
292. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
293. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
294. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
295. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
296. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
297. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
298. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
299. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
300. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
301. Issue.No.8, pp.913–921.
302. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
303. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
304. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
305. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
306. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
307. Volume.No.4, Issue.No.1, 2012.
308. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
309. Volume.No.7,Issue.No.7, pp.141-150.
310. Vol.No.12, Issue.No.1, pp.82–90.
311. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
312. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
313. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
314. Vol.No.30, Issue.No.2, pp.19–30.
315. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
316. Volume.No.4, Issue.No.1, 2012.
317. Volume.No.7,Issue.No.7, pp.141-150.
318. Vol.No.12, Issue.No.1, pp.82–90.
319. Volume.No.7,Issue.No.7, pp.141-150.
320. Vol.No.12, Issue.No.1, pp.82–90.
321. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
322. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
323. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
324. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
325. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
326. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
327. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
328. pp.486–494.
329. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
330. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
331. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
332. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
333. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
334. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
335. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
336. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
337. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
338. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
339. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
340. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
341. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
342. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
343. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
344. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
345. Volume.No.7,Issue.No.7, pp.141-150.
346. Vol.No.12, Issue.No.1, pp.82–90.
347. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
348. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
349. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
350. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
351. Issue.No.8, pp.913–921.
352. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
353. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
354. Issue.No.8, pp.913–921.
355. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
356. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
357. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
358. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
359. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
360. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
361. Issue.No.8, pp.913–921.
362. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
363. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
364. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
365. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
366. Issue.No.8, pp.913–921.
367. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
368. Volume.No.4, Issue.No.1, 2012.
369. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
370. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
371. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
372. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
373. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
374. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
375. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
376. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
377. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
378. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
379. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
380. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
381. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
382. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
383. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
384. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
385. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
386. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
387. Volume.No.4, Issue.No.1, 2012.
388. Volume.No.7,Issue.No.7, pp.141-150.
389. Vol.No.12, Issue.No.1, pp.82–90.
390. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
391. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
392. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
393. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
394. Vol.No.30, Issue.No.2, pp.19–30.
395. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
396. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
397. Issue.No.8, pp.913–921.
398. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
399. Vol.No.30, Issue.No.2, pp.19–30.
400. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
401. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
402. Volume.No.7,Issue.No.7, pp.141-150.
403. Vol.No.12, Issue.No.1, pp.82–90.
404. Vol.No.30, Issue.No.2, pp.19–30.
405. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
406. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
407. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
408. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
409. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
410. pp.486–494.
411. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
412. Volume.No.4, Issue.No.1, 2012.
413. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
414. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
415. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
416. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
417. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
418. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
419. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
420. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
421. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
422. Volume.No.4, Issue.No.1, 2012.
423. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
424. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
425. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
426. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
427. Volume.No.7,Issue.No.7, pp.141-150.
428. Vol.No.12, Issue.No.1, pp.82–90.
429. Volume.No.4, Issue.No.1, 2012.
430. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
431. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
432. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
433. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
434. Volume.No.7,Issue.No.7, pp.141-150.
435. Vol.No.12, Issue.No.1, pp.82–90.
436. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
437. pp.486–494.
438. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
439. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
440. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
441. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
442. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
443. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
444. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
445. Volume.No.7,Issue.No.7, pp.141-150.
446. Vol.No.12, Issue.No.1, pp.82–90.
447. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
448. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
449. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
450. Volume.No.7,Issue.No.7, pp.141-150.
451. Vol.No.12, Issue.No.1, pp.82–90.
452. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
453. Issue.No.8, pp.913–921.
454. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
455. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
456. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
457. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
458. pp.486–494.
459. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
460. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
461. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
462. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
463. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
464. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
465. Vol.No.30, Issue.No.2, pp.19–30.
466. Volume.No.7,Issue.No.7, pp.141-150.
467. Vol.No.12, Issue.No.1, pp.82–90.
468. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
469. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
470. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
471. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
472. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
473. Issue.No.8, pp.913–921.
474. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
475. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
476. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
477. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
478. Vol.No.30, Issue.No.2, pp.19–30.
479. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
480. Volume.No.4, Issue.No.1, 2012.
481. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
482. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
483. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
484. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
485. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
486. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
487. pp.486–494.
488. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
489. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
490. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
491. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
492. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
493. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
494. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
495. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
496. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
497. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
498. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
499. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
500. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
501. Issue.No.8, pp.913–921.
502. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
503. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
504. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
505. Issue.No.8, pp.913–921.
506. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
507. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
508. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
509. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
510. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
511. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
512. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
513. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
514. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
515. Issue.No.8, pp.913–921.
516. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
517. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
518. Volume.No.7,Issue.No.7, pp.141-150.
519. Vol.No.12, Issue.No.1, pp.82–90.
520. Volume.No.7,Issue.No.7, pp.141-150.
521. Vol.No.12, Issue.No.1, pp.82–90.
522. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
523. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
524. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
525. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
526. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
527. Volume.No.4, Issue.No.1, 2012.
528. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
529. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
530. Vol.No.30, Issue.No.2, pp.19–30.
531. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
532. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
533. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
534. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
535. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
536. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
537. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
538. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
539. Volume.No.7,Issue.No.7, pp.141-150.
540. Vol.No.12, Issue.No.1, pp.82–90.
541. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
542. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
543. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
544. Vol.No.30, Issue.No.2, pp.19–30.
545. Vol.No.30, Issue.No.2, pp.19–30.
546. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
547. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
548. Volume.No.4, Issue.No.1, 2012.
549. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
550. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
551. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
552. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
553. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
554. Issue.No.8, pp.913–921.
555. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
556. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
557. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
558. Volume.No.4, Issue.No.1, 2012.
559. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
560. Issue.No.8, pp.913–921.
561. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
562. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
563. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
564. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
565. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
566. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
567. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
568. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
569. Issue.No.8, pp.913–921.
570. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
571. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
572. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
573. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
574. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
575. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
576. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
577. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
578. Vol.No.30, Issue.No.2, pp.19–30.
579. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
580. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
581. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
582. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
583. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
584. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
585. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
586. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
587. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
588. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
589. Vol.No.30, Issue.No.2, pp.19–30.
590. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
591. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
592. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
593. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
594. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
595. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
596. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
597. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
598. Volume.No.4, Issue.No.1, 2012.
599. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
600. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
601. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
602. Vol.No.30, Issue.No.2, pp.19–30.
603. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
604. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
605. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
606. Volume.No.7,Issue.No.7, pp.141-150.
607. Vol.No.12, Issue.No.1, pp.82–90.
608. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
609. Vol.No.30, Issue.No.2, pp.19–30.
610. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
611. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
612. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
613. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
614. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
615. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
616. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
617. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
618. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
619. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
620. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
621. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
622. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
623. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
624. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
625. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
626. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
627. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
628. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
629. Volume.No.4, Issue.No.1, 2012.
630. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
631. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
632. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
633. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
634. Issue.No.8, pp.913–921.
635. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
636. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
637. pp.486–494.
638. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
639. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
640. Volume.No.4, Issue.No.1, 2012.
641. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
642. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
643. Vol.No.30, Issue.No.2, pp.19–30.
644. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
645. Issue.No.8, pp.913–921.
646. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
647. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
648. Volume.No.7,Issue.No.7, pp.141-150.
649. Vol.No.12, Issue.No.1, pp.82–90.
650. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
651. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
652. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
653. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
654. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
655. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
656. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
657. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
658. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
659. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
660. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
661. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
662. Issue.No.8, pp.913–921.
663. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
664. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
665. Vol.No.30, Issue.No.2, pp.19–30.
666. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
667. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
668. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
669. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
670. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
671. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
672. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
673. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
674. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
675. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
676. Volume.No.7,Issue.No.7, pp.141-150.
677. Vol.No.12, Issue.No.1, pp.82–90.
678. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
679. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
680. Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing,
681. pp.486–494.
682. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
683. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
684. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
685. Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in
686. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
687. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
688. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
689. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
690. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
691. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
692. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
693. Issue.No.8, pp.913–921.
694. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
695. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
696. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
697. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
698. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
699. Vol.No.30, Issue.No.2, pp.19–30.
700. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
701. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
702. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
703. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012),
704. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
705. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
706. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
707. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
708. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of
709. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
710. Vol.No.30, Issue.No.2, pp.19–30.
711. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
712. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
713. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
714. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
715. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
716. Issue.No.8, pp.913–921.
717. Chinese hypermarkets”, Journal of Retailing and Consumer Services, Volume.No.16, Issue.No.6, November 2009,
718. Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
719. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
720. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
721. Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
722. and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57,
723. Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service
724. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
725. Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
726. “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts,
727. Issue.No.8, pp.913–921.
728. quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
729. Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
730. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
731. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
732. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
733. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
734. on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
735. Ravald, A., and Gronroos, C. (1996), “The Value Concept and Relationship Marketing”, European Journal of Marketing,
736. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on
737. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural
738. Volume.No.7,Issue.No.7, pp.141-150.
739. Vol.No.12, Issue.No.1, pp.82–90.
740. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers
741. Wu Jinfeng, Tian Zhilong (2009), “The impact of selected store image dimensions on retailer equity: Evidence from 10
742. Volume.No.7,Issue.No.7, pp.141-150.
743. Vol.No.12, Issue.No.1, pp.82–90.
744. measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
745. Volume.No.7,Issue.No.7, pp.141-150.
746. Vol.No.12, Issue.No.1, pp.82–90.
747. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction
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