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Consumers' Expectations and Perceptions in the Malaysian Retail Industry: A Case Study

Samsinar Md. Sidin, and Zaidah Mustaffa, and Sherliza Zaharuddin, (2004) Consumers' Expectations and Perceptions in the Malaysian Retail Industry: A Case Study. Malaysian Journal of Consumer and Family Economics, 7 . pp. 102-116. ISSN 1511-2802

Full text not available from this repository.

Affiliations

Universiti Putra Malaysia. Faculty of Economics & Management.
Universiti Putra Malaysia. Faculty of Economics & Management.
Universiti Putra Malaysia. Faculty of Economics & Management.

Abstract

The study aimed to investigate the level of service quality in a retail environment in Malaysia using a hypermarket chain as a case. Specifically, the study aimed to determine customers' perceptions and expectations of services quality using the Retail Service Quality measure, and whether there are variations in terms of demographics variables with regards to the level of service quality. 142 customers at a hypermarket participated in the study. Data was analyzed using independent samples t-test, gaps analysis and analysis of variance. The findings revealed that there was a service quality gap of all the dimensions of Retail Service Quality scale at the hypermarket. Mean differences in the expectation and perception of service quality, except on the Physical Aspects dimension, were found to be statistically significant. The perception of service quality was also found to be statistically different with regards to customers' age and family income.

Item Type:Journal
Keywords:Retail trade, hypermarkets, Malaysia, service quality
Subjects:H Social Sciences, Economics, Sociology
ID Code:8400

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