Study On Factors That Impede The Success Of Retail And Wholesale Industry: A Case Study On Consumer Selection Decision Towards Retail Business At Alor Setar, Kedah

Jimisiah J (), NurTasnim Kz () and Khairul Firdaus A ()
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Jimisiah J: University Kuala Lumpur, MITEC, Johor, Malaysia
NurTasnim Kz: University Kuala Lumpur, MITEC, Johor, Malaysia
Khairul Firdaus A: University Kuala Lumpur, MITEC, Johor, Malaysia

International Journal of Innovation and Economic Development, 2015, vol. 1, issue 5, 44-52

Abstract: The rapid grown of urban development in Malaysia has increased the number of grocery retail outlets that provides a variety of products. Due to this situation customers have become accustomed to visits multiple outlets. Retailers have recognized this trend and noticed that customer satisfaction plays a role in their business success. Therefore, it has become important for grocery retail store to identify the factor of customer selection decision. This study was conducted at three selected store, namely Mydin, Giant and Tesco in AlorSetar, Kedah. A sample from 190 respondents was collected using a set of questionnaires. Data was analyzed using summative score analysis, comparative analysis and chi-square independence test. Factors that are found significant are location, facility, process, product quality and value for money. Chi-square is used in measuring the relationship among the supporting factors, age, frequency, and gender and store choice. Thus, several recommendations are presented to improve customer satisfaction and loyalty of their customers.

Keywords: Retail Business; Consumer Selection Decision; Retail Success Factor (search for similar items in EconPapers)
JEL-codes: M00 (search for similar items in EconPapers)
Date: 2015
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