Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

Abstract

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

Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

“…The significant relationship between service quality and customer satisfaction is compatible with the previous findings, which built service quality constructs with different dimensions in retailing [33,39,41,45] and specifically apparel retailing [18,44]. However, considering the dimensions of the second-order service quality construct to be tangibles, reliability, and assurance, further similarities can be observed with the literature [39,41]. Tangibles, referring to the store environment and physical appearance, were confirmed to be one of the most important quality dimensions for the customer satisfaction in apparel retail industry [7].…”

“…As stated previously, the service quality construct was found to have a significant influence on the customer satisfaction but not on the customer loyalty in the present study. The significant relationship between service quality and customer satisfaction is compatible with the previous findings, which built service quality constructs with different dimensions in retailing [33,39,41,45] and specifically apparel retailing [18,44]. However, considering the dimensions of the second-order service quality construct to be tangibles, reliability, and assurance, further similarities can be observed with the literature [39,41].…”

“…Actually, the stores and the physical appearance that characterizes them are already used by brands like Zara even for advertising activities that aim to improve the perceptions of their customers about the product and service quality [61]. Moreover, in a study, where the service quality of Zara was tested, it was found out that the reliability and credibility were the factors that meet the expectations of the customers [39]. Apart from the customers' perception of service quality, tangibles, reliability, and assurance are highly associated with the brand, retailer, or store image.…”

“…In the studies reviewed for the investigation of the relationships between service quality customer satisfaction and loyalty in retail industry, the researchers reached an agreement that high service quality can ensure high satisfaction, enhance customer retention and patronage, guarantee repurchase, and build loyalty [2,33,[39][40][41][42][43]. Another point emphasized was that customer satisfaction and loyalty are interrelated since the…”

Predictors of Corporate Reputation through Service Quality: A Study of Air Asia Customers Perspectives

“…Academically, there are many of the existing studies focus on influence of service quality and customer satisfaction (Ali & Raza, 2017;Chan & Goh, 2019;Felix, 2017;Namukasa, 2013). Besides, there are also numerous past research that focuses on the influence of corporate social responsibility (CSR) on corporate reputation (Esen, 2013;Lee, Chang, & Lee, 2017;Lu, Abeysekera, & Cortese, 2015).…”