Customer Relatioship
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International Journal of Business and Management
Vol. 7, No. 7; April 2012
The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets
Seiedeh Nasrin Danesh Faculty of Management and Information Technology, UCSI University Jalan Menara Gading, UCSI Heights, 56000 Kuala Lumpur, Malaysia Tel: 60-17-313-2730 E-mail: Danesh.nasrin@yahoo.com
Saeid Ahmadi Nasab Faculty of Management and Information Technology, UCSI University Jalan Menara Gading, UCSI Heights, 56000 Kuala Lumpur, Malaysia Tel: 60-13-292-8962 E-mail: nashelsae@yahoo.com
Kwek Choon Ling (Corresponding author) Faculty of Management and Information Technology, UCSI University Jalan Menara Gading, UCSI Heights, 56000 Kuala Lumpur, Malaysia Tel: 60-16-688-6248 Received: December 24, 2011 doi:10.5539/ijbm.v7n7p141 E-mail: kwekcl@ucsi.edu.my Published: April 1, 2012
Accepted: January 29, 2012
URL: http://dx.doi.org/10.5539/ijbm.v7n7p141
Abstract The objective of this research is to examine the direct relationship of customer satisfaction, customer trust and switching barriers on customer retention as well as the relationship between customer satisfaction and trust. This descriptive research was conducted within the context of the hypermarkets in Kuala Lumpur, the capital city of Malaysia. There were 150 set of questionnaires being distributed as the mean of data collection and analyzed by Statistical Package for Social Sciences (SPSS) version 17. This research confirmed the significant positive relationship of customer satisfaction, trust and switching barriers on overall customer retention in Malaysia hypermarkets. It is also confirmed that customer satisfaction has a direct relationship with customer trust in Malaysia hypermarkets. Keywords: Customer satisfaction, Customer trust, Switching barriers and customer retention 1. Introduction The topic of customer retention is well covered in the extant
International Journal of Business and Management
Vol. 7, No. 7; April 2012
The Study of Customer Satisfaction, Customer Trust and Switching Barriers on Customer Retention in Malaysia Hypermarkets
Seiedeh Nasrin Danesh Faculty of Management and Information Technology, UCSI University Jalan Menara Gading, UCSI Heights, 56000 Kuala Lumpur, Malaysia Tel: 60-17-313-2730 E-mail: Danesh.nasrin@yahoo.com
Saeid Ahmadi Nasab Faculty of Management and Information Technology, UCSI University Jalan Menara Gading, UCSI Heights, 56000 Kuala Lumpur, Malaysia Tel: 60-13-292-8962 E-mail: nashelsae@yahoo.com
Kwek Choon Ling (Corresponding author) Faculty of Management and Information Technology, UCSI University Jalan Menara Gading, UCSI Heights, 56000 Kuala Lumpur, Malaysia Tel: 60-16-688-6248 Received: December 24, 2011 doi:10.5539/ijbm.v7n7p141 E-mail: kwekcl@ucsi.edu.my Published: April 1, 2012
Accepted: January 29, 2012
URL: http://dx.doi.org/10.5539/ijbm.v7n7p141
Abstract The objective of this research is to examine the direct relationship of customer satisfaction, customer trust and switching barriers on customer retention as well as the relationship between customer satisfaction and trust. This descriptive research was conducted within the context of the hypermarkets in Kuala Lumpur, the capital city of Malaysia. There were 150 set of questionnaires being distributed as the mean of data collection and analyzed by Statistical Package for Social Sciences (SPSS) version 17. This research confirmed the significant positive relationship of customer satisfaction, trust and switching barriers on overall customer retention in Malaysia hypermarkets. It is also confirmed that customer satisfaction has a direct relationship with customer trust in Malaysia hypermarkets. Keywords: Customer satisfaction, Customer trust, Switching barriers and customer retention 1. Introduction The topic of customer retention is well covered in the extant