Show simple item record

dc.contributor.authorRamnath Srinath
dc.contributor.otherAssumption University. Martin de Tours School of Management and Economics
dc.identifier.citationAU Journal of Management 14, 2 (July-December 2016), 34-43en_US
dc.descriptionIn English ; only abstract in English.en_US
dc.description.abstractThis 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 therefore be increased through creating loyalty through every dimension. In addition, there is a relationship between customer satisfaction and relative attitude. If the customers are satisfied with service, they will develop a favorable and positive attitude and this will create repurchase intention in the future, which is customer loyalty.en_US
dc.format.extent10 pagesen_US
dc.publisherAssumption Universityen_US
dc.rightsThis work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.en_US
dc.subjectService qualityen_US
dc.subjectCustomer satisfactionen_US
dc.subject.otherAU Journal of Management
dc.subject.otherAU Journal of Management -- 2016
dc.titleCustomer satisfaction and loyalty towards cosmetic products: a case study on Bangkok's Boots drug storesen_US
mods.genreJournal Articleen_US[Full Text] (

Files in this item


There are no files associated with this item.

This item appears in the following Collection(s)

Show simple item record