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![](ArticleImage/3653.jpg) R. P. C. S. Rajaram, V. P. Sriram 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. Keywords : Article : Cite This Article : R. P. C. S. Rajaram, V. P. Sriram(2014). A SEM APPROACH TOWARDS THE MEASUREMENT OF SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS AMONG THE HYPERMARKETS OF SOUTHERN TAMIL NADU. Indian Streams Research Journal, Vol. IV, Issue. I, http://isrj.org/UploadedData/3653.pdf References : - Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
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- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
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- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
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- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
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- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
- Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
- Volume.No.7,Issue.No.7, pp.141-150.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
- Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
- Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York: McGraw-Hill.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Babbie, E. (2004). The practice of social research (10th Ed.). Belmont, CA: Wadsworth/Thomson.
- Dabholkar, P. A. (1995), “A Contingency Framework for Predicting Causality between Customer Satisfaction and Service quality”, Advances in Consumer Research, Vol.No.22, Issue.No.1, pp.101–108.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1994), “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol.No.58, Issue.No.1, pp.111–124.
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