Store attributes : a sustainable strategy to influence customer satisfaction and purchase intention
Date
2018-06-10
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
This research examines the influence of store attributes namely
store assortment, aesthetics, store convenience, and store service
and customer relation on customer satisfaction and purchase
intention. A sample of 373 customers were used to collect data
using convenient sampling methods at the time of shopping from
various hypermarkets located in Selangor. A Likert-scale
questionnaire from 1 to 5 was used to measure the items. To
analyses the data, SPSS and AMOS software were used. The path
analysis showed that store assortment, aesthetics and store
convenience had a positive and significant impact on customer
satisfaction and purchase intention except store service and
customer relation. Therefore, it is very vital for retail managers and
marketers to promote these attributes and make it visible for
customers to increase satisfaction and purchase volumes. This
research potentially contributes to develop and implement more
successful relationship marketing strategies for retailers and
managers. Also future researchers could emphasis on extending
this research by comparing local and foreign hypermarkets
attribute and whether there exit any difference in the eyes of
customer