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Determinants of service quality and customer satisfaction of retail clothing company
Tak Jie Chan, Mei Ling Goh
Journal of Business and Social Review in Emerging Economies 5 (2), 295-304, 2019
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.
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gupea.ub.gu.se
Online customer experience, satisfaction and repurchase intention for online clothing retailing
Johanna Nilsson, Olle Wall
Purpose
The purpose of this study is to describe and analyze the factors of online customer experience
and test their effect on satisfaction in an online clothing retailing context. Additionally, the
purpose is test the relationship between satisfaction and repurchase intention within this context.
Methodology
A quantitative method developing a questionnaire based on previous literature, distributed to a
sample of respondents consisting of bachelor and master students in Sweden. Regression
analysis was used to analyze the data.
Findings
Among six factors of online customer experience identified in clothing retailing (ease of use,
interaction, security, fulfillment reliability, customer service, store offerings), the findings show
that all apart from interaction are important factors in determining satisfaction, which in turn
positively impact repurchase intention. Furthermore, the findings show that presence of store,
gender and purchasing frequency have no significant impact on satisfaction.
Research limitations
The sample for this study was university students of one university in Sweden. This limited
sample may affect the generalization of the findings.
Practical implications
Managers of online clothing stores can benefit from the findings as these provide them
knowledge about which parts of the online customer experience to focus on.
Originality/value
This research builds on and contributes to the literature by describing and analyzing the factors
of online customer experience, satisfaction and repurchase intention for online clothing retailing
in a Western country.
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ujcontent.uj.ac.za
Enhanced customer satisfaction through retail service quality (RSQ): a study of in-store and
online shoppers in the retail clothing industry
Nita Sukdeo, Andre Vermeulen
With the aim to augment the number of customers in the retail sector, organisations attempt to
assess customer satisfaction and loyalty level achieved in their sector. Retail service quality
(RSQ) is a fundamental factor in determining the success of service organisations. The study
aims at investigating in-store shoppers’ as well as online shoppers’ level of satisfaction. This
paper’s purpose is to correlate the quality of retail service to customer satisfaction as well as
loyalty in the framework of the retail industry in Johannesburg. The literature review enabled the
identification of key elements of loyalty of customer, the quality of service and the satisfaction of
customer. Literature has shown that the quality of service is significantly correlated with
customer loyalty customer satisfaction. With the end goal of this investigation in mind, in-store
shoppers were carefully chosen, as these customers prefer to frequent the stores due an enriched
shopping experience. A structured mall intercept questionnaire was administered to 500 in-store
retail shoppers in selected shopping malls, in the greater Johannesburg area. Simple random
sampling was conducted in order to obtain a conducive sample size. A response rate of 476 out of
500, which equates to 95%, was obtained. Online shoppers also form part of the basis of the
study, since organisations are progressing toward a digital era, shoppers can purchase item within
the comfort of their homes and take advantage of products beings delivered to their door. In this
regard, an online questionnaire was administered to 200 online retail shoppers. A response rate of
187 out of 200, which equates to 93%, was obtained.

Internal customer satisfaction improvement with QFD technique

Hatice Camgöz-Akdağ, H Pınar İmer, K Nazlı Ergin
Business Process Management Journal 22 (5), 957-968, 2016
Purpose
– The purpose of this paper is to employ quality function deployment (QFD) method for
translating internal customer needs and expectations into appropriate service
specifications to perform existing process assessments in relation to quality
characteristics for increasing internal customer satisfaction.
Design/methodology/approach
– The integration of SERVQUAL into QFD has been used to set the success factors to
improve quality in the textile industry. One of the largest textile companies in Turkey
provided the sample. A SERVQUAL-type of questionnaire was used and a total of 32,938
questionnaires were distributed both manually and online, 24,551 usable were received,
comprising a response rate of 77.31 percent.
Findings
– Findings of the QFD application suggest internal customer focus as having the highest
weight score of almost 12 percent improvement. In addition, improvements in technical
requirements of politeness and process communication have a 9 percent impact each on
internal customer satisfaction criteria.
Research limitations/implications
 – QFD technique is able to provide companies with a better understanding of internal
customer expectations and translate these into appropriate service specifications and
perform existing process assessment.
Originality/value
– This paper is a first attempt that applies this integrative approach to a different type of
industry, thus offering practical and applied information for professionals engaged in
academia and as practitioners.
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Cited by 38
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All 2 versions

Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel
fashion retail: an empirical study
Md Anisul Islam, Mohammad Khadem, Ahmed Sayem
International Journal of Fashion Design, Technology and Education 5 (3), 213-224, 2012
This research aimed to develop and test a conceptual structural model that explores the
dimensions of service quality, customer satisfaction and customer loyalty and their relationships
in the context of Bangladesh apparel fashion retail. Through a questionnaire survey, a total of
1126 local respondents from 14 fashion retailers were studied for this work. The questionnaire
was prepared based on the previous studies and experts’ panel reviewed the questionnaire to
establish the content validity of this study. Using factor analysis, eight dimensions of service
quality, four of satisfaction, and three of loyalty were found valid in this context. Five
dimensions of service quality influencing on customer satisfaction were identified for regression
analysis. The hypothesised influences from service quality on both satisfaction and loyalty were
found significant, and customer satisfaction and customer loyalty were also tested significantly
by structural equation modelling (SEM). The narrow comparative study across the apparel
fashion sector and lacking of research in the context of Bangladesh motivates the authors to
explore this area. As a result, overall findings disclose new insights for academics and decision
makers.
View at tandfonline.com
Cited by 61
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All 4 versions
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Examining the Relationships between Customer Satisfaction and Repurchase Behavior in Online
Fashion Retailing
Benjawan Leecharoen
PSAKU International Journal of Interdisciplinary Research 8 (2), 2019
This study aims to find salient mediators and moderators of the customer satisfaction repurchase
behavior relationship by proposing five mediating variables: information sharing, customer trust,
customer commitment, perceived price value and perceived product value. Fashion-clothing
online shops in Bangkok, Thailand, were chosen as the context for a survey of 340 customers.
Structural equation modeling was used for data analysis. The findings indicate that satisfied
customers will have a higher chance of repurchase when the customers’ trust toward the retail
shop is higher, which in turn results in higher commitment with the shop. Specifically, two types
of mediation—partial and complete—are found. When either customer trust or customer
commitment mediates the customer satisfaction-repurchase relationship, partial mediation is
supported. However, when the customer satisfaction repurchase behavior relationship is first
mediated by customer trust and then mediated by customer commitment, complete mediation is
supported. With respect to this research, there is a need to develop the current theory explaining
and predicting the customer satisfaction on repurchase behavior. Although the current findings
did not support a significant mediating effect of perceived values, a reinvestigation in future
research on the conditions of significant and insignificant effect of the perceived value variables
on the customer satisfaction repurchase model should be conducted.

ssbfnet.com

Investigating the impact of product-related and service

quality attributes on re-purchase intention: Role of
customer characteristics and customer satisfaction
Farhan Mirza, Sohail Younus, Nabeel Waheed, Adnan Javaid
International Journal of Research in Business and Social Science (2147-4478) 10 (3),
24-35, 2021
Pakistan is experiencing an enormous increase in the acceptance of western apparel
shopping among people. To bind this opportunity, it is necessary to understand ensure
the repurchase intention among customers. Hence this research article explored the
impact of Service and Product related attributes on Re-purchase Intention: Role of
customer characteristics and customer satisfaction in an apparel shopping context. The
importance of product attributes and service attributes to the result of repurchase
intention has been well documented. In the past, scarce studies will be done to check
this relationship. The theoretical repurchase model was developed and tested using
SEM on experiential data of 350 apparel brand customers. In Pakistan's scenario, the
study's significance is that the clothing industry is becoming more frequent and
increasingly focused on developing brands. Simultaneously, the Pakistan textile and
clothing brands industry became more and more developed and strongly influenced the
international market worldwide. The current research finding will enable marketers to
realize the value of product and service attributes and depict the different factors of
customer characteristics and customer satisfaction impact on repurchase intention for
ensuring continuity among old customers. Furthermore, the current research will make a
valuable addition to increasing repurchase intention literature for marketers.

View at ssbfnet.com
 [PDF] ssbfnet.com
 Cited by 16
 Related articles
 All 5 versions

Service quality, customer satisfaction and customer loyalty

analysis in Bangladesh apparel fashion retail: an empirical
study
Md Anisul Islam, Mohammad Khadem, Ahmed Sayem
International Journal of Fashion Design, Technology and Education 5 (3), 213-224,
2012
This research aimed to develop and test a conceptual structural model that explores the
dimensions of service quality, customer satisfaction and customer loyalty and their
relationships in the context of Bangladesh apparel fashion retail. Through a
questionnaire survey, a total of 1126 local respondents from 14 fashion retailers were
studied for this work. The questionnaire was prepared based on the previous studies
and experts' panel reviewed the questionnaire to establish the content validity of this
study. Using factor analysis, eight dimensions of service quality, four of satisfaction, and
three of loyalty were found valid in this context. Five dimensions of service quality
influencing on customer satisfaction were identified for regression analysis. The
hypothesised influences from service quality on both satisfaction and loyalty were found
significant, and customer satisfaction and customer loyalty were also tested significantly
by structural equation modelling (SEM). The narrow comparative study across the
apparel fashion sector and lacking of research in the context of Bangladesh motivates
the authors to explore this area. As a result, overall findings disclose new insights for
academics and decision makers.

Ssbfnet.com
Investigating the impact of product-related and service quality attributes on re-purchase
intention: Role of customer characteristics and customer satisfaction
Farhan Mirza, Sohail Younus, Nabeel Waheed, Adnan Javaid
International Journal of Research in Business and Social Science (2147-4478) 10 (3), 24-35,
2021
Pakistan is experiencing an enormous increase in the acceptance of western apparel shopping
among people. To bind this opportunity, it is necessary to understand ensure the repurchase
intention among customers. Hence this research article explored the impact of Service and
Product related attributes on Re-purchase Intention: Role of customer characteristics and
customer satisfaction in an apparel shopping context. The importance of product attributes and
service attributes to the result of repurchase intention has been well documented. In the past,
scarce studies will be done to check this relationship. The theoretical repurchase model was
developed and tested using SEM on experiential data of 350 apparel brand customers. In
Pakistan’s scenario, the study’s significance is that the clothing industry is becoming more
frequent and increasingly focused on developing brands. Simultaneously, the Pakistan textile and
clothing brands industry became more and more developed and strongly influenced the
international market worldwide. The current research finding will enable marketers to realize the
value of product and service attributes and depict the different factors of customer characteristics
and customer satisfaction impact on repurchase intention for ensuring continuity among old
customers. Furthermore, the current research will make a valuable addition to increasing
repurchase intention literature for marketers.
 ssbfnet.com

Investigating the impact of product-related and service

quality attributes on re-purchase intention: Role of
customer characteristics and customer satisfaction
Farhan Mirza, Sohail Younus, Nabeel Waheed, Adnan Javaid
International Journal of Research in Business and Social Science (2147-4478) 10 (3),
24-35, 2021
Pakistan is experiencing an enormous increase in the acceptance of western apparel
shopping among people. To bind this opportunity, it is necessary to understand ensure
the repurchase intention among customers. Hence this research article explored the
impact of Service and Product related attributes on Re-purchase Intention: Role of
customer characteristics and customer satisfaction in an apparel shopping context. The
importance of product attributes and service attributes to the result of repurchase
intention has been well documented. In the past, scarce studies will be done to check
this relationship. The theoretical repurchase model was developed and tested using
SEM on experiential data of 350 apparel brand customers. In Pakistan's scenario, the
study's significance is that the clothing industry is becoming more frequent and
increasingly focused on developing brands. Simultaneously, the Pakistan textile and
clothing brands industry became more and more developed and strongly influenced the
international market worldwide. The current research finding will enable marketers to
realize the value of product and service attributes and depict the different factors of
customer characteristics and customer satisfaction impact on repurchase intention for
ensuring continuity among old customers. Furthermore, the current research will make a
valuable addition to increasing repurchase intention literature for marketers.

View at ssbfnet.com
 [PDF] ssbfnet.com
 Cited by 16
 Related articles
 All 5 versions

esource.dbs.ie
Quality of service and product as the main factors
influencing customers' satisfaction in the clothing retailing
industry in Ireland-case study of Zara Plc
Justyna Jaskulska
Dublin Business School, 2013
This study intends to rank the dimensions and identify the best predictors of overall
service and product quality and customer satisfaction resulting from both. To achieve
this, a theoretical and empirical study was conducted. Different theories, concentrated
on customer satisfaction, quality itself, as well as service and product, were reviewed to
provide the background for the analysis. In order to have the statistic data for this
research, a questionnaire based on SERVQUAL and Garvin’s eight dimensions of
product quality was created and distributed using a snowball method. As a result, 100
respondents answered the questionnaire and the data obtained from them was
transferred to SPSS 15.00. The last two parts of this research analyse the results of the
questionnaires as well as provide some recommendations for management. Author
keywords: Customer satisfaction, service quality, SERVQUAL, product quality, clothing
retailing Industry

View at esource.dbs.ie
 [PDF] dbs.ie
 Cited by 21
 Related articles
 All 3 versions

Customer satisfaction and relationship intention within the

South African clothing retail industry
Stefanie W Kuhn, PG Mostert
The Retail and Marketing Review 11 (2), 29-51, 2015
Despite criticism of the effective use of relationship marketing in mass consumer
markets, retailers are increasingly investing in relationship marketing tactics to retain
customers, thereby necessitating a thorough understanding of the successful
development of retailer customer relationships. While studies posit the existence of a
positive, bi-directional, relationship between strong customer relationships and
customer satisfaction, the role of customer-related antecedents, such as relationship
intentions, remains largely unexplored in the retail context. The purpose of this study
was to determine customers' satisfaction, as well as the influence of relationship
intentions on customers' satisfaction in the South African clothing retail industry.
Through convenience sampling, 511 questionnaires were collected from clothing retail
customers in the greater Pretoria metropolitan area. Results indicate that customers'
satisfaction with selected store attributes (namely price, the assortment offered,
perceived product quality and employee service), significantly predict clothing retail
customers' cumulative satisfaction. Findings show further that clothing retail customers'
relationship intentions significantly influence their satisfaction with selected store
attributes, as well as their cumulative satisfaction. More specifically, customers'
satisfaction increased as their relationship intention levels increased. Clothing retailers
could therefore benefit from identifying and targeting customers with higher relationship
intentions, as these customers display greater satisfaction.

esource.dbs.ie

Quality of service and product as the main factors

influencing customers' satisfaction in the clothing retailing
industry in Ireland-case study of Zara Plc
Justyna Jaskulska
Dublin Business School, 2013
This study intends to rank the dimensions and identify the best predictors of overall
service and product quality and customer satisfaction resulting from both. To achieve
this, a theoretical and empirical study was conducted. Different theories, concentrated
on customer satisfaction, quality itself, as well as service and product, were reviewed to
provide the background for the analysis. In order to have the statistic data for this
research, a questionnaire based on SERVQUAL and Garvin’s eight dimensions of
product quality was created and distributed using a snowball method. As a result, 100
respondents answered the questionnaire and the data obtained from them was
transferred to SPSS 15.00. The last two parts of this research analyse the results of the
questionnaires as well as provide some recommendations for management. Author
keywords: Customer satisfaction, service quality, SERVQUAL, product quality, clothing
retailing Industry