Document Type : Research Article

Authors

• Kadhim Ghaffar Kadhim ¹
• Amran Harun ¹
• Nawzad Majeed Hamawandy ²
• Shorsh Khaild Rahman ³
• Diyar bdulmajeed Jamil ⁴
• Hemn Adl Wali AL . Bewani ⁵

¹ Technology Management and Business, Universiti Tun Hussein Onn, Malaysia

² Department of Business Administration, Administration Technical College, Erbil Polytechnic University. FPTP, Universiti Tun Hussein Onn, Malaysia

³ Department of Public Administration, College of Administrative and Financeial Sciences, Cihan University Erbil - kurdistan – Iraq

⁴ Accounting Department, College of Administration & Financial Sciences, Knowledge University, Kirkuk Road,44001, Erbil, kurdistan region- Iraq.

⁵ Department of Psychology, College of Education, University of Garmian

Abstract

The purpose of this paper is to contribute to knowledge on the influence to the role of hypermarket services in crafting reputation, perceived value, location, convenience, internal environment, and staff to customers, thus creating satisfied and loyal customers (hypermarkets).With the support of empirical evidence and rational arguments, a set of eight (8) hypotheses were proposed for testing. A sample of 384 respondents visiting hypermarket in Kuala Lumpur using a convenience sampling method was used. Statistical analysis was done through SPSS for primary analysis and Smart PLS for analysis of the outer model and testing the relationships hypothesized. Findings revealed that all the hypotheses were significantly supported. The originality and value of this paper is the study of consumer-oriented hypermarket services as a variable that allows competitive differentiation of the company, by improving the relationship with the consumers and the generation of satisfaction and loyalty. One of the major conclusions of the study is that hypermarket services can yield optimal performance for customer satisfaction and customer loyalty if it is combined with the knowledge, experiences, and outstanding abilities in the use of hypermarket services in crafting reputation, perceived value location, convenience, internal environment, and staff to customers, thus creating satisfied and loyal customers

Keywords

• Customer satisfaction
• Customer Loyalty
• hypermarket
• reputation
• Perceived Value
• location
• Convenience
• internal environment
• and staff