Browsing AU Journal of Management: Vol. 14, No. 2 (July-December 2016) by Author "Ramnath Srinath"
Customer satisfaction and loyalty towards cosmetic products: a case study on Bangkok's Boots drug stores Ramnath Srinath (Assumption University, 2016)
This research focuses on the effects of customer satisfaction and loyalty at a well-known cosmetics store chain in Bangkok, Thailand: Boots stores. Questionnaires were distributed to collect information from 400 respondents who had received the services from the cosmetics departments of Boots stores. The results show that there is a relationship between customer satisfaction and loyalty. Every dimension of service quality namely responsiveness, tangibility, empathy, assurance and reliability has an impact on customer satisfaction, which can ...