Service Quality and Customers Loyalty towards Organized Retailers
Retail is Pakistan’s fastest-growing industry, adding to its GDP. This study examines consumer satisfaction and loyalty (CLT) in Pakistani organized shops. Organized merchants are vital to any nation’s economy today. This study uses Structural Equation Modeling (SEM) to examine how essential variabl...
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| Format: | Article |
| Language: | English |
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İlke İlim Kültür Eğitim Vakfı
2025-02-01
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| Series: | Turkish Journal of Islamic Economics |
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| Online Access: | https://tujise.org/uploads/2025/02/tujise_12_1_A5.pdf |
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| author | Junaid Jahangir Attia Aman-Ullah Waqas Mehmood |
| author_facet | Junaid Jahangir Attia Aman-Ullah Waqas Mehmood |
| author_sort | Junaid Jahangir |
| collection | DOAJ |
| description | Retail is Pakistan’s fastest-growing industry, adding to its GDP. This study examines consumer satisfaction and loyalty (CLT) in Pakistani organized shops. Organized merchants are vital to any nation’s economy today. This study uses Structural Equation Modeling (SEM) to examine how essential variables interact in Pakistan’s organized retail industry. The Expectancy-Disconfirmation Theory (EDT) is used to study how service quality factors, including Tangibility (TGB), Reliability (RLB), Responsiveness, Assurance, and Empathy, affect CST. This study also examines how customer satisfaction (CST) mediates customer loyalty (CLT). This research shows that Tangibility, RLB, Responsiveness (RPS), and Empathy (EMP) affect CST. This shows how much these service quality traits affect client satisfaction. Assurance (ASR) appears to have little effect on Customer Satisfaction (CST) and is statistically negligible. Price Perception (PPS) moderates the link between many service quality indicators and Customer Satisfaction (CST) differently. Furthermore, it investigated how customer satisfaction (CST) mediates the relationship between service quality indicators and customer loyalty. The above findings illuminate the complicated relationship between service quality, price perception, customer happiness, and loyalty in Pakistan’s highly competitive business landscape for organized merchants. |
| format | Article |
| id | doaj-art-b7439738084b449dafbe6f01b94d305d |
| institution | OA Journals |
| issn | 2587-232X |
| language | English |
| publishDate | 2025-02-01 |
| publisher | İlke İlim Kültür Eğitim Vakfı |
| record_format | Article |
| series | Turkish Journal of Islamic Economics |
| spelling | doaj-art-b7439738084b449dafbe6f01b94d305d2025-08-20T02:15:46Zengİlke İlim Kültür Eğitim VakfıTurkish Journal of Islamic Economics2587-232X2025-02-0112111013910.26414/A4142Service Quality and Customers Loyalty towards Organized RetailersJunaid Jahangir0https://orcid.org/0000-0003-2236-0085Attia Aman-Ullah1https://orcid.org/0000-0001-5087-5620Waqas Mehmood2https://orcid.org/0000-0002-7975-220XPreston UniversityUniversiti Utara MalaysiaUniversity of SharjahRetail is Pakistan’s fastest-growing industry, adding to its GDP. This study examines consumer satisfaction and loyalty (CLT) in Pakistani organized shops. Organized merchants are vital to any nation’s economy today. This study uses Structural Equation Modeling (SEM) to examine how essential variables interact in Pakistan’s organized retail industry. The Expectancy-Disconfirmation Theory (EDT) is used to study how service quality factors, including Tangibility (TGB), Reliability (RLB), Responsiveness, Assurance, and Empathy, affect CST. This study also examines how customer satisfaction (CST) mediates customer loyalty (CLT). This research shows that Tangibility, RLB, Responsiveness (RPS), and Empathy (EMP) affect CST. This shows how much these service quality traits affect client satisfaction. Assurance (ASR) appears to have little effect on Customer Satisfaction (CST) and is statistically negligible. Price Perception (PPS) moderates the link between many service quality indicators and Customer Satisfaction (CST) differently. Furthermore, it investigated how customer satisfaction (CST) mediates the relationship between service quality indicators and customer loyalty. The above findings illuminate the complicated relationship between service quality, price perception, customer happiness, and loyalty in Pakistan’s highly competitive business landscape for organized merchants.https://tujise.org/uploads/2025/02/tujise_12_1_A5.pdfservice qualityorganized retailerscustomer loyaltypricecustomer satisfaction |
| spellingShingle | Junaid Jahangir Attia Aman-Ullah Waqas Mehmood Service Quality and Customers Loyalty towards Organized Retailers Turkish Journal of Islamic Economics service quality organized retailers customer loyalty price customer satisfaction |
| title | Service Quality and Customers Loyalty towards Organized Retailers |
| title_full | Service Quality and Customers Loyalty towards Organized Retailers |
| title_fullStr | Service Quality and Customers Loyalty towards Organized Retailers |
| title_full_unstemmed | Service Quality and Customers Loyalty towards Organized Retailers |
| title_short | Service Quality and Customers Loyalty towards Organized Retailers |
| title_sort | service quality and customers loyalty towards organized retailers |
| topic | service quality organized retailers customer loyalty price customer satisfaction |
| url | https://tujise.org/uploads/2025/02/tujise_12_1_A5.pdf |
| work_keys_str_mv | AT junaidjahangir servicequalityandcustomersloyaltytowardsorganizedretailers AT attiaamanullah servicequalityandcustomersloyaltytowardsorganizedretailers AT waqasmehmood servicequalityandcustomersloyaltytowardsorganizedretailers |