Determinants of Service Quality and Customer Satisfaction of Retail Clothing Company

Tak Jie Chan and Mei Ling Goh

Journal of Business and Social Review in Emerging Economies, 2019, vol. 5, issue 2, 295-304

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.

Keywords: Clothing Industry; SERVQUAL; Customer Satisfaction; Service Quality (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:src:jbsree:v:5:y:2019:i:2:p:295-304

DOI: 10.26710/jbsee.v5i2.840

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