A Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmacies

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dc.contributor.authorChan, Suz Jack
dc.date.accessioned2016-09-19T01:50:27Z
dc.date.available2016-09-19T01:50:27Z
dc.date.issued2015-10
dc.description.abstractThe aim of this study was to: (a) examine the direct effect of Service Quality and Customer Experience; (b) understand the direct effect of Store Attributes and Customer Experience; (c) examine the direct effect of Service Quality and Business Performance; (d) investigate the direct effect of Store Attributes and Business Performance; (e) understand the direct effect of Customer Experience and Business Performance; and (f) investigate the mediation effect of Customer Experience on Service Quality, Store Attributes and Business Performance. Business Performance was conceptualized into a single dimension of financial performance. Store Attributes were operationalized into two dimensions of store atmosphere and store convenience while Service Quality was operationalized into five dimensions of information, security and reliability, empathy, appearance and time commitment. The mediator of customer experience was illustrated into single dimension of emotion experience. Six broadly hypotheses were postulated and tested using a sample of 97 (owner/pharmacist/manager) and 194 (customer) retail pharmacy representing 32.3 percent response rate in this study. Data were collected using self-administered questionnaires. Smart PLS and SPSS analysis was conducted to test the validity of proposed hypotheses. The result shows that out of the 22 sub-hypotheses, 6 sub-hypotheses were supported while remaining sub-hypotheses were not supported. The conclusion of this study was to provide theoretical and practical implication of the tested hypotheses. There were some suggestions presented for future research study for retail pharmacy industry in Malaysia.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/2514
dc.subjectService Qualityen_US
dc.subjectBusiness Performanceen_US
dc.titleA Model Linking Store Attributes, Service Quality, Customer Experience And Business Performance: A Study Among Community Pharmaciesen_US
dc.typeThesisen_US
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