Customer satisfaction and loyalty towards cosmetic products: a case study on Bangkok's Boots drug stores

dc.contributor.author Ramnath Srinath
dc.contributor.other Assumption University. Martin de Tours School of Management and Economics
dc.date.accessioned 2017-09-14T05:40:34Z
dc.date.available 2017-09-14T05:40:34Z
dc.date.issued 2016
dc.description In English ; only abstract in English. en_US
dc.description.abstract 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 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.extent 10 pages en_US
dc.format.mimetype application/pdf en_US
dc.identifier.citation AU Journal of Management 14, 2 (July-December 2016), 34-43 en_US
dc.identifier.issn 1686-0039
dc.identifier.uri https://repository.au.edu/handle/6623004553/19843
dc.language.iso eng en_US
dc.publisher Assumption University en_US
dc.rights This 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.subject Service quality en_US
dc.subject Customer satisfaction en_US
dc.subject Loyalty en_US
dc.subject Cosmetics en_US
dc.subject.other AU Journal of Management
dc.subject.other AU Journal of Management -- 2016
dc.title Customer satisfaction and loyalty towards cosmetic products: a case study on Bangkok's Boots drug stores en_US
dc.type Text en_US
mods.genre Journal Article en_US
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