The Influence of Store Image and Corporate Image on Customer Satisfaction: A Study in Petrol Station’s Convenience Store Patronage in Malaysia

Norizan Mat Saad and Ahmad Zulhaimi Bin Abdul Wahid
Additional contact information
Norizan Mat Saad: Al Yamamah University, Saudi Arabia
Ahmad Zulhaimi Bin Abdul Wahid: Universiti Sains, Malaysia

from University of Primorska Press

Abstract: The development of convenience store in Petrol Station has seen a dramatic change where all players has now move towards a standardized image to reflect their seriousness in expanding their retails business apart from distribution of petroleum products. This study is unique in the attempt to understand the intricate relationships between store image, corporate image on customer satisfaction. A total of 250 set of questionnaires were distributed to shoppers of convenience stores attached to a selected Petrol Stations in Penang. Out of 250 questions, 205 were received. However, only 203 were usable for the purpose of this study. Interestingly, the results of the regression analysis show that store image had no significant relationship with customer satisfaction on its own. However, there is a significant relationship if corporate image is regressed as a moderator to show that corporate image strengthened the relationship between store image and corporate image.

Keywords: marketing; customer satisfaction; corporate image; store image (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.hippocampus.si/ISBN/978-961-7023-71-8/231.pdf full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:prp:micp17:619-631

Access Statistics for this chapter

More chapters in MIC 2017: Managing the Global Economy; Proceedings of the Joint International Conference, Monastier di Treviso, Italy, 24–27 May 2017 from University of Primorska Press
Bibliographic data for series maintained by Alen Jezovnik ().