The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias

The changing lifestyles of consumers are altering the way they shop and the kinds of experiences they seek when shopping. In particular, the increasing significance of e-commerce and the advancement of internet technology have a direct and fast impact in the multiplicity of goods offerings, designs...

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Bibliographic Details
Main Author:	Alias, Zuraini
Format:	Book Section
Language:	English
Published:	Institute of Graduate Studies, UiTM 2017
Subjects:	Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/19944/ http://ir.uitm.edu.my/id/eprint/19944/1/ABS_ZURAINI%20ALIAS%20TDRA%20VOL%2012%20IGS%2017.pdf

id	uitm-19944
recordtype	eprints
spelling	uitm-199442018-06-11T03:17:31Z http://ir.uitm.edu.my/id/eprint/19944/ The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias Alias, Zuraini Customer services. Customer relations The changing lifestyles of consumers are altering the way they shop and the kinds of experiences they seek when shopping. In particular, the increasing significance of e-commerce and the advancement of internet technology have a direct and fast impact in the multiplicity of goods offerings, designs of the websites, services, and various aspects of information. Despite the advancement of technology that has induced a large majority of consumers to shop online, there are still those who prefer the experience of shopping at the store where they can see, feel, and touch the goods they are buying and experience the environment when shopping. It is on this premise that this study is envisaged to determine whether environmental cues brought about by servicescape developments of department stores in Malaysia do induce loyalty intention among the shoppers. Using experiential values and self-image congruity as the mediating variables, this study addresses the extent that loyalty intention of shoppers to department stores in Malaysia are influenced by servicescape dimensions in getting them to re-patronize or to shop again at specific department stores, thus inferring loyalty intention. Although a few previous studies have addressed the linkage between servicescape and loyalty intention, none has actually integrated experiential values and self-image congruity as mediating variables in the relationship. Institute of Graduate Studies, UiTM 2017 Book Section PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19944/1/ABS_ZURAINI%20ALIAS%20TDRA%20VOL%2012%20IGS%2017.pdf Alias, Zuraini (2017) The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias. In: The Doctoral Research Abstracts. IGS Biannual Publication, 12 (12). Institute of Graduate Studies, UiTM, Shah Alam.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations
spellingShingle	Customer services. Customer relations Alias, Zuraini The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
description	The changing lifestyles of consumers are altering the way they shop and the kinds of experiences they seek when shopping. In particular, the increasing significance of e-commerce and the advancement of internet technology have a direct and fast impact in the multiplicity of goods offerings, designs of the websites, services, and various aspects of information. Despite the advancement of technology that has induced a large majority of consumers to shop online, there are still those who prefer the experience of shopping at the store where they can see, feel, and touch the goods they are buying and experience the environment when shopping. It is on this premise that this study is envisaged to determine whether environmental cues brought about by servicescape developments of department stores in Malaysia do induce loyalty intention among the shoppers. Using experiential values and self-image congruity as the mediating variables, this study addresses the extent that loyalty intention of shoppers to department stores in Malaysia are influenced by servicescape dimensions in getting them to re-patronize or to shop again at specific department stores, thus inferring loyalty intention. Although a few previous studies have addressed the linkage between servicescape and loyalty intention, none has actually integrated experiential values and self-image congruity as mediating variables in the relationship.
format	Book Section
author	Alias, Zuraini
author_facet	Alias, Zuraini
author_sort	Alias, Zuraini
title	The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
title_short	The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
title_full	The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
title_fullStr	The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
title_full_unstemmed	The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias
title_sort	relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in malaysia / zuraini alias
publisher	Institute of Graduate Studies, UiTM
publishDate	2017
url	http://ir.uitm.edu.my/id/eprint/19944/ http://ir.uitm.edu.my/id/eprint/19944/1/ABS_ZURAINI%20ALIAS%20TDRA%20VOL%2012%20IGS%2017.pdf
first_indexed	2023-09-18T23:03:38Z
last_indexed	2023-09-18T23:03:38Z
_version_	1777418337825849344

The relationship between servicescape, experiential values, self-image congruity and loyalty intention of customers towards department stores in Malaysia / Zuraini Alias

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