Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok
Objective: The main goal of the article is to propose a new framework exhibiting relationship between tangible dimension and all other intangible dimensions of SERVQUAL used to analyse the relation to re-patronage intention. Research Design & Methods: Hypothesised relationships were tested on...
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| Format: | Article |
| Language: | English |
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Cracow University of Economics
2016-06-01
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| Series: | Entrepreneurial Business and Economics Review |
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| Online Access: | https://eber.uek.krakow.pl/index.php/eber/article/view/88 |
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| _version_ | 1849420235234344960 |
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| author | Supeecha Panichpathom |
| author_facet | Supeecha Panichpathom |
| author_sort | Supeecha Panichpathom |
| collection | DOAJ |
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Objective: The main goal of the article is to propose a new framework exhibiting relationship between tangible dimension and all other intangible dimensions of SERVQUAL used to analyse the relation to re-patronage intention.
Research Design & Methods: Hypothesised relationships were tested on data which was collected in Bangkok area using a survey questionnaire. Final sample consisted of 225 respondents, frequent visitors of community malls. The data was analysed using exploratory factor analysis as well as simple and multiple regression analysis. The six constructs, studied in this paper, were examined for differences in means across all demographic variables by employing analysis of variance or ANOVA.
Findings: The results exposed that tangible dimension had significant correlation to reliability, empathy, responsiveness and assurance dimensions consecutively. Multiple regression analysis demonstrated that re-patronage intention was explained by empathy, responsiveness and assurance dimensions, not reliability dimension. The ANOVA tests showed no significant differences in means of general data and all other constructs.
Implications & Recommendations: To make shoppers to come back to the malls, managers should recognize the important role of tangible items as an antecedent to intangible items. Retail developers could devote more efforts to maximize the attractiveness of tangible elements and identify the weak areas of service quality by examining the multi-item constructs used to measure service quality.
Contribution & Value Added: This study proposed and tested a modified conceptual model adapted from that proposed by Reimer and Kuehn (2005).
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| format | Article |
| id | doaj-art-65ecb430ee124effb0e208595ddd79ac |
| institution | Kabale University |
| issn | 2353-8821 |
| language | English |
| publishDate | 2016-06-01 |
| publisher | Cracow University of Economics |
| record_format | Article |
| series | Entrepreneurial Business and Economics Review |
| spelling | doaj-art-65ecb430ee124effb0e208595ddd79ac2025-08-20T03:31:48ZengCracow University of EconomicsEntrepreneurial Business and Economics Review2353-88212016-06-014210.15678/EBER.2016.04020287Building Customers' Re-Patronage Intention through Service Quality of Community Mall in BangkokSupeecha Panichpathom0Thammasat Business School, Thammasat University Objective: The main goal of the article is to propose a new framework exhibiting relationship between tangible dimension and all other intangible dimensions of SERVQUAL used to analyse the relation to re-patronage intention. Research Design & Methods: Hypothesised relationships were tested on data which was collected in Bangkok area using a survey questionnaire. Final sample consisted of 225 respondents, frequent visitors of community malls. The data was analysed using exploratory factor analysis as well as simple and multiple regression analysis. The six constructs, studied in this paper, were examined for differences in means across all demographic variables by employing analysis of variance or ANOVA. Findings: The results exposed that tangible dimension had significant correlation to reliability, empathy, responsiveness and assurance dimensions consecutively. Multiple regression analysis demonstrated that re-patronage intention was explained by empathy, responsiveness and assurance dimensions, not reliability dimension. The ANOVA tests showed no significant differences in means of general data and all other constructs. Implications & Recommendations: To make shoppers to come back to the malls, managers should recognize the important role of tangible items as an antecedent to intangible items. Retail developers could devote more efforts to maximize the attractiveness of tangible elements and identify the weak areas of service quality by examining the multi-item constructs used to measure service quality. Contribution & Value Added: This study proposed and tested a modified conceptual model adapted from that proposed by Reimer and Kuehn (2005). https://eber.uek.krakow.pl/index.php/eber/article/view/88Service QualityCommunity MallRe-patronage IntentionSERVQUAL |
| spellingShingle | Supeecha Panichpathom Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok Entrepreneurial Business and Economics Review Service Quality Community Mall Re-patronage Intention SERVQUAL |
| title | Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok |
| title_full | Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok |
| title_fullStr | Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok |
| title_full_unstemmed | Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok |
| title_short | Building Customers' Re-Patronage Intention through Service Quality of Community Mall in Bangkok |
| title_sort | building customers re patronage intention through service quality of community mall in bangkok |
| topic | Service Quality Community Mall Re-patronage Intention SERVQUAL |
| url | https://eber.uek.krakow.pl/index.php/eber/article/view/88 |
| work_keys_str_mv | AT supeechapanichpathom buildingcustomersrepatronageintentionthroughservicequalityofcommunitymallinbangkok |