Print ISSN: 2204-1990

Online ISSN: 1323-6903

Keywords : hypermarket


Factors influencing (Reputation, Perceived Value, Location, Convenience, Internal Environment, and Staff) on Customer Loyalty through Satisfaction: Perspective from Malaysia Hypermarket Industry

Kadhim Ghaffar Kadhim; Amran Harun; Nawzad Majeed Hamawandy; Shorsh Khaild Rahman; Diyar bdulmajeed Jamil; Hemn Adl Wali AL . Bewani

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 2, Pages 5243-5263
DOI: 10.47750/cibg.2021.27.02.534

The purpose of this paper is to contribute to knowledge on the influence to the role of hypermarket services in crafting reputation, perceived value, location, convenience, internal environment, and staff to customers, thus creating satisfied and loyal customers (hypermarkets).With the support of empirical evidence and rational arguments, a set of eight (8) hypotheses were proposed for testing. A sample of 384 respondents visiting hypermarket in Kuala Lumpur using a convenience sampling method was used. Statistical analysis was done through SPSS for primary analysis and Smart PLS for analysis of the outer model and testing the relationships hypothesized. Findings revealed that all the hypotheses were significantly supported. The originality and value of this paper is the study of consumer-oriented hypermarket services as a variable that allows competitive differentiation of the company, by improving the relationship with the consumers and the generation of satisfaction and loyalty. One of the major conclusions of the study is that hypermarket services can yield optimal performance for customer satisfaction and customer loyalty if it is combined with the knowledge, experiences, and outstanding abilities in the use of hypermarket services in crafting reputation, perceived value location, convenience, internal environment, and staff to customers, thus creating satisfied and loyal customers

Corporate Social Responsibility Activities Factors and Their Affecting on Maintaining Customer Satisfaction and Loyalty in Hypermarket Industry in Malaysia

Kadhim Ghaffar Kadhim; Amran Harun; Nawzad Majeed Hamawandy; Khowanas Saeed Qader; Diyar Abdulmajeed Jamil; Farman Badran Jalal; Sarhang H. M. Sorguli

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 1, Pages 1090-1106

The purpose of this paper is to contribute to knowledge on the impact of corporate social responsibility (CSR) activities (community support, environmentally friendly, sell locally produced products, treating employees) on customer satisfaction and loyalty (hypermarkets). This study aims to examine the influence of CSR on customer satisfaction and customer loyalty of Malaysian consumers and whether they consider CSR for hypermarket before making purchase decisions of the products and services. With the support of empirical evidence and rational arguments, a set of eleven (4) hypotheses were proposed for testing. A sample of 384 respondents loyal to hypermarket has been used to collect the data using a convenience sampling method. Data was collected from the hypermarket in Kuala Lumpur. Statistical analysis was done through SPSS for primary analysis and Smart PLS for analysis of the outer model and testing the relationships hypothesized. Findings revealed that all the hypotheses were significantly effective. The originality and value of this paper is the study of consumer-oriented CSR as a variable that allows competitive differentiation of the company, by improving the relationship with the consumers and the generation of satisfaction and loyalty. One of the major conclusions of the study is that CSR and can only yield optimal performance for the customer satisfaction and customer loyalty if it is combined with the knowledge, experiences, and outstanding abilities in the use CSR activities dimensions.

Communication of Corporate Social Responsibility and Loyalty of Customer’s In Kuala Lumpur Hypermarket Industry

Kadhim Ghaffar Kadhim; Amran Harun; Nawzad Majeed Hamawandy; Khowanas Saeed Qader; Rizgar Abdullah Sabir jaf; Diyar Abdulmajeed Jamil; Jwan Sadallah Rashid

Journal of Contemporary Issues in Business and Government, 2021, Volume 27, Issue 1, Pages 1071-1089

Purpose of the study
This study aims at contributing to assessing the impact of corporate social responsibility communications on the loyalty of customers in the Hypermarket Industry in Kuala Lumpur. It focuses on deterioration and the lack of quality service in the hypermarket.
Design/methodology/approach
The hypotheses of the study are to recognize the relationships between variables CSR communications (corporate website, public relations, advertising, social media) and customer loyalty. Each of them was tested for study scope by regression equation using the SPSS and Smart PLS software. This study enhances its empirical validity by collecting data from 384 respondents in Kuala Lumpur of Malaysia.
Findings
Results of the statistical analysis show that acceptance of central research hypothesis the existence of a positive relationship between variables CSR communications (corporate website, public relation, advertising, social media) and customer loyalty and this means the corporate social responsibility communications in the applied hypermarket are to
understand the importance of quality services. Quality services from the hypermarket contribute to making the organization's effectiveness more positive to achieve organizational goals and improve overall performance. This results in increased customer loyalty, which requires a joint action starting from the hypermarket management to the simplest employee.
Social implications
The research has been concluded with several recommendations. The most important one is that hypermarkets must-have experiences, knowledge, and outstanding abilities to work together for the best performance by the impact on customers to make them more loyal to the hypermarket.
Originality/value
This paper establishes the role of variables CSR communications and customer loyalty for the hypermarket industry in Malaysia. Additionally, the empirical results focus on analyzing CSR's impact on customer behavior and strongly encourage hypermarkets to continue investing; CSR communication (corporate website, public relations, advertising, social media) can be strategic marketing tools to promote customer loyalty of hypermarket