Second International Conference on Advances in Social Science, Economics and Management Study - SEM 2014
Author(s) : Abu Bakar Abdul Hamid, Saif Ur Rehman, SAMRENA JABEEN
The paper looks into the determinants of switching intentions and attempts to answer why satisfied customer switch and do not maintain the relationship with current store. The study observes retail service quality as an important determinant to shape up the customer satisfaction. The paper investigate that which dimension of retail service quality scale has significant influence on customer satisfaction and switching intention to enhance the relationship and to reduce termination of relationship of customer with hypermarket to implement service quality correctly. This conceptual paper recommends price discounts has significant effect on customer satisfaction and switching intentions link.