Work

The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets

Year: 2012

Type: article

Abstract: The objective of this research is to examine the direct relationship of customer satisfaction, customer trust andswitching barriers on customer retention as well as the relationship between customer satisfaction and trust. Thisdescriptive research was conducted within the context of the hypermarkets in Kuala Lumpur, the capital city ofMalaysia. There were 150 set of questionnaires being distributed as the mean of data collection and analyzed byStatistical Package for Social Sciences (SPSS) version 17. This research confirmed the significant positiverelationship of customer satisfaction, trust and switching barriers on overall customer retention in Malaysiahypermarkets. It is also confirmed that customer satisfaction has a direct relationship with customer trust inMalaysia hypermarkets.

Source: International Journal of Business and Management

DOI: 10.5539/ijbm.v7n7p141

Authors: Seiedeh Nasrin Danesh, Saeid Ahmadi Nasab, Kwek Choon Ling

Institution: UCSI University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W1968437946

FWCI: 14.32

Cites: 34

Cited by: 103

Related to: 10