- The study examined factors that influence retailer satisfaction and repurchase intention at a wholesale fashion mall in Bangkok. Surveys were distributed to 400 retailers who buy clothes to resell.
- Most retailers were satisfied with product quality and price but unwilling to provide positive word-of-mouth referrals to avoid new competitors learning their wholesale source.
- Product quality and design had the strongest influence on retailer satisfaction, while geographic proximity and honesty had low but significant impacts. Retailer satisfaction correlated highly with repurchase intention but did not correlate with positive word-of-mouth.
- To maintain retailer satisfaction and repurchase intention, wholesalers should focus on product quality, design, latest fashions, and relationships with
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
This document discusses customer satisfaction in the context of a public sector bank in Karachi, Pakistan. It provides definitions of customer satisfaction and examines its key components. The author aims to measure customer satisfaction levels at a large public sector bank and identify the effects of various factors like employees, service quality, processes, environment, and location on satisfaction. The research methodology involves measuring the dependent variable of customer satisfaction and examining how it is predicted by independent variables like employees, service quality, and other bank factors.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
THE IMPACT OF SERVICE QUALITY AND BRAND AWARENESS ON BRAND LOYALTY: (A STUDY ...paperpublications3
Abstract: The study investigate the impact of service quality and brand awareness on brand loyalty. The participants of the survey were 400 mobile telecommunication subscribers from the fourteen local government areas of Zamfara state derived using Taro Yamane sample size formula. Regression analysis was the statistical tools used to test for the two hypotheses using version 22 SPSS. The findings suggested that that there exist significant positive influence between brand awareness and brand loyalty, service quality and brand loyalty. The present research provides resourceful and clear findings for telecommunication companies which can be harnessed in their effort to create and implement successful customer loyalty strategies. Future research can also look into other sub-variables under brand awareness like traditional advertisement, non-traditional advertising, sales promotion, leveraging on the web, sponsoring local and social events and their ratio of relative significance on brand loyalty.
Comparison on ads or not? Influence of Referent on Advertising EffectivenessWaqas Tariq
This study explores how consumers distinguish different products and how to achieve advertising effectiveness. An experiment of 2(high/low ideal brands)x2(with/without comparisons)=4 mixed designs was conducted to verify the advertising effect influenced by the present of comparisons on ads with respect to high/low ideal brands. 50 subjects per design and 200 effective samples were evaluated under descriptive statistics and two-way ANOVA test. The study concludes: the present of comparisons on ads ameliorates Brand Attitude and Advertising Attitude regardless of high/low ideal brand. However, Purchase Intention was not significantly influenced by comparisons on ads.
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
Customer satisfaction and brand loyalty in the hotel industrySamaan Al-Msallam
Abstract
Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both
satisfaction constructs with Brand loyalty have mostly been studied separately.
The purpose of this study is to explore the effects of three customer perceptions (brand image , price fairness) on customer satisfaction and Brand
loyalty. A combination of a convenience and judgmental sample survey of 584 guests of three different hotels in Damascus was used to the test the
hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty . Also, the factors of brand image and price
fairness affect Brand loyalty. Customer perception of brand image and price fairness are almost equally to build up the satisfaction . We suggest
that managers should consider price fairness as foundations to build up customer satisfaction , Brand loyalty and, also to improve brand image as an
added on value for customers .
Key words: customer satisfaction, brand loyalty, brand image, price fairness.
The Effects of the Determinants of Customer Satisfaction on Brand LoyaltySamaan Al-Msallam
ABSTRACT:- Most of marketing literature recognizes customer satisfaction as a significant antecedent to Brand loyalty. Further, the relationships between both satisfaction constructs with Brand loyalty have mostly been studied separately. The purpose of this study is to explore the effects of three customer perceptions (perceived quality, brand image, price fairness) on customer satisfaction and Brand loyalty. A combination of a convenience and judgmental sample survey of 584 mobile phone users, from undergraduate students of major universities in Damascus, was used to the test the hypotheses. The results illustrate that customer satisfaction significantly affects customer loyalty. Also, the factors of perceived quality , brand image and price fairness affect Brand loyalty. Customer perception of perceived quality, brand image and price fairness are almost equally to build up the satisfaction. We suggest that managers should consider perceived quality and price fairness as foundations to build up customer satisfaction, Brand loyalty and, also to improve brand image as an added on value for customers.
The relationship between customer satisfaction and customer loyalty in the ba...Samaan Al-Msallam
Abstract
A large number of studies on customer satisfaction and customer loyalty have been conducted in marketing over
the years. Customer satisfaction is a crucial factor for bank success and it has the possibility to influence
customer loyalty. From a theoretical perspective it is very important to investigate which factors influence
customer satisfaction. This paper analyzes the basic factors which affects customer satisfaction towards services
of Bank. This study adopted empirical research design on the sample size of 401 respondents who were
customers of different banks in Syria. Data is collected through survey questionnaires related to customer
expectation ,price fairness , customer satisfaction and customer loyalty towards services of banks . Data is
analyzed by using AMOS 18. The research reviews the current academic marketing literature and tries to
identify antecedents of customer satisfaction and customer loyalty. The findings from this study also provide
important managerial implications.
Keywords: bank, customer satisfaction, customer loyalty.
This document discusses customer satisfaction in the context of a public sector bank in Karachi, Pakistan. It provides definitions of customer satisfaction and examines its key components. The author aims to measure customer satisfaction levels at a large public sector bank and identify the effects of various factors like employees, service quality, processes, environment, and location on satisfaction. The research methodology involves measuring the dependent variable of customer satisfaction and examining how it is predicted by independent variables like employees, service quality, and other bank factors.
This study examines the relationship between customer expectation, perceived service quality, and customer satisfaction in the banking sector in Damascus, Syria. The author conducted a survey of 250 customers from 5 banks. The results of the regression analysis found that customer expectation and perceived service quality both have a positive effect on customer satisfaction. Specifically, customer expectation explained 18% of the variance in customer satisfaction, while perceived service quality explained 36% of the variance. The findings indicate that meeting or exceeding customer expectations and improving perceptions of service quality can increase customer satisfaction in the banking industry. Bank managers should understand customer expectations and focus on strengthening service quality to enhance customer satisfaction and retention.
THE IMPACT OF SERVICE QUALITY AND BRAND AWARENESS ON BRAND LOYALTY: (A STUDY ...paperpublications3
Abstract: The study investigate the impact of service quality and brand awareness on brand loyalty. The participants of the survey were 400 mobile telecommunication subscribers from the fourteen local government areas of Zamfara state derived using Taro Yamane sample size formula. Regression analysis was the statistical tools used to test for the two hypotheses using version 22 SPSS. The findings suggested that that there exist significant positive influence between brand awareness and brand loyalty, service quality and brand loyalty. The present research provides resourceful and clear findings for telecommunication companies which can be harnessed in their effort to create and implement successful customer loyalty strategies. Future research can also look into other sub-variables under brand awareness like traditional advertisement, non-traditional advertising, sales promotion, leveraging on the web, sponsoring local and social events and their ratio of relative significance on brand loyalty.
Comparison on ads or not? Influence of Referent on Advertising EffectivenessWaqas Tariq
This study explores how consumers distinguish different products and how to achieve advertising effectiveness. An experiment of 2(high/low ideal brands)x2(with/without comparisons)=4 mixed designs was conducted to verify the advertising effect influenced by the present of comparisons on ads with respect to high/low ideal brands. 50 subjects per design and 200 effective samples were evaluated under descriptive statistics and two-way ANOVA test. The study concludes: the present of comparisons on ads ameliorates Brand Attitude and Advertising Attitude regardless of high/low ideal brand. However, Purchase Intention was not significantly influenced by comparisons on ads.
Effect of customer satisfaction on performance of the hotel industryAlexander Decker
This document discusses a study on the effect of customer satisfaction on the performance of the hotel industry in western Kenya. The study aims to assess customer perceptions of hotel services, identify strategies used to enhance satisfaction, and determine if satisfaction strategies have improved performance. The literature review discusses how customer satisfaction is linked to customer expectations and experiences. It also examines the concepts of customer loyalty, length of stay, and retention. The conceptual framework outlines how customer satisfaction can influence hotel industry metrics like profits, sales, market share, and image through moderating factors such as hotel age and size.
A causal study on the antecedents of retail shoppers’Alexander Decker
This document summarizes a study that investigated the impact of several factors (perceived service quality, perceived product quality, store assortment, price perception, trust, and commitment) on shoppers' satisfaction and repatronage intention at retail stores in Bangladesh. A survey was administered to 210 shoppers. The results of the structural equation modeling found that perceived product quality, price perception, perceived service quality, and product assortment significantly impacted shoppers' satisfaction. Shoppers' satisfaction was also found to have the strongest impact on their repatronage intention. The study suggests these factors are important for retailers to focus on to encourage repeat patronage.
This document summarizes a research study that examined how limited edition products, consumer culture, and perceived product value influence purchase intention of Magnum Filter's limited edition cigarettes in Indonesia. The study involved a survey of 100 cigarette consumers in Bandung, Indonesia. The results of the study found:
1) Limited edition product packaging and consumer culture significantly influence perceived product value.
2) Limited edition product packaging and perceived product value significantly influence purchase intention, but consumer culture does not significantly influence purchase intention.
3) Perceived product value significantly influences purchase intention.
The study provides insights into factors that drive the success of limited edition products in the tobacco industry in Indonesia.
This document presents a conceptual model examining the relationship between customer satisfaction and customer retention. It begins with an overview of previous research showing only a weak direct relationship between satisfaction and retention. The proposed model incorporates the customer's quality perception as a central moderating variable. It distinguishes between different types of quality perception and suggests nonlinearity in how satisfaction impacts retention. The model positions relationship quality, which includes trust and commitment, as predicting customer retention in a nonlinear way. The goal is to provide a more comprehensive understanding of the satisfaction-retention relationship.
- High levels of customer dissatisfaction with service quality in restaurants poses a challenge for the industry. One proposed approach is for restaurants to offer service guarantees to demonstrate they will deliver a satisfying dining experience.
- Previous studies have identified key criteria customers use in choosing restaurants, such as food quality, service, price, and atmosphere. However, these studies did not examine whether service guarantees impact customer choice.
- The literature discusses theories on how service guarantees may increase customer satisfaction by improving business focus and standards. However, guarantees may not benefit all restaurants and could reduce perceptions of lower-quality establishments. This study aims to address the gap in understanding how service guarantees influence customer choice.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
Brand image and Consumer psyche by continuous change in Brand Packaging. Hasnain Iqbal
The document summarizes a research report on the effect of continuous changes in brand packaging on consumer buying behavior, brand image, and consumer psyche. It includes an introduction outlining the study, literature review on key concepts, research methodology using a questionnaire for 30 respondents, results of data analysis in SPSS accepting all 3 hypotheses, and conclusion with recommendations for future research.
Impact of Brand Image, Trust and Affect on Consumer Brand Extension Attitude:...fahidsohail
This document summarizes a research study that examined the impact of brand image, trust, and affect on consumer brand extension attitudes, with a focus on the mediating role of brand loyalty. The study tested relationships between these variables using data from 200 female respondents regarding their use of cosmetic brands. Key findings included:
1) Brand image, trust, and affect were positively associated with brand extension attitude.
2) Brand image, trust, and affect were positively associated with brand loyalty.
3) Brand loyalty was positively associated with brand extension attitude.
4) Brand loyalty was found to mediate the relationships between brand image, trust, and affect with brand extension attitude. Specifically, brand loyalty partially mediated the impact
FACTORS AFFECTING THE SERVICES QUALITY AND REPURCHASE INTENTIONIAEME Publication
This study aim is to examine the factors effecting the consumer satisfaction and
repurchase intention. The population is consumer from all 22 branches of One Mart
mini market in Bengkulu Province. Samples are 200 respondents. Data were collected
using a five-point Likert scale. The data analysis tool used is Structural Equation
Model (SEM) using AMOS 22 software. The research shows the following results.
First, service quality does not affect on customer satisfaction. Second, good service
quality affects on customer value. Third, good customer value affect on customer
satisfaction. Fourth, customer satisfaction does not affect on repurchase intention.
Fifth, good customer satisfaction affects on brand choices. Sixth, a good brand choice
affect on consumer repurchase.
The document discusses brand loyalty of curry powder brands in Angadippuram, Kerala, India. It analyzes brand loyalty among customers of four major brands - Eastern, Nirapara, Malayil, and Supernova. The study aims to understand factors influencing customers' buying decisions such as quality, price, and taste. It finds that 50% of respondents select brands based on quality, while 30% choose based on taste and 8% based on variety of products. Customers become aware of brands mainly through television (40%) and friends/relatives (30%).
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
Managing changing attitudes of consumer on buying preferences a strategic eva...Dr. Juturu Viswanath
This document discusses managing changing consumer attitudes toward buying preferences. It finds that income is a key factor influencing purchases, while media, family pressures, price variations, substitutes, sales, and social status also impact preferences. Quality concerns have the highest influence on choices. The study recommends that marketers understand dynamic buying preferences, address variables affecting attitudes, maintain quality-service to sustain demand, match prices with quality, and consider income levels when making strategic decisions.
The study titled, “A Study On Brand Perception In Electronics Industry” focuses on the level of awareness and perception customers have about for a brand. For the purpose of the study, an electronics company „s customers were surveyed for a period of two months. The tools used for analysis are frequencies test, mean analysis, independent sample T – Test and ANOVA. At the end of the study, it was found that factors such as quality, warranty, brand image influenced customer‟s perception of the brand. Some findings about the customer demographics were also found
Production Quality control in fashion industry -Part 1 by Rajesh Sharma, Chan...raje9s
The document discusses different definitions and perspectives of quality. It notes that quality is a complex concept with no single definition addressing all its dimensions. Quality can be defined from holistic, organizational, consumer, and value-based perspectives. The document also examines how consumers evaluate and develop expectations of quality, the challenges of measuring consumer satisfaction with textiles due to rapid fashion changes, and the importance of quality within the textile industry.
The document discusses the impact of economic recession on customer loyalty to retail outlets. It provides background on customer loyalty and discusses how the recent recession in Zimbabwe affected consumer preferences, incomes, and unemployment. The objective is to assess how customer loyalty to retail has changed during the recession by exploring customer satisfaction and loyalty patterns. Prior studies found recession decreased loyalty as company performance worsened. The document outlines the research methodology, which will use questionnaires and quantitative analysis to understand how demographic factors like age, gender, and education influence customer loyalty trends during economic downturns.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
This document presents a research paper on components of brand credibility that drive consumer loyalty in the garment industry. The paper aims to identify key determinants and consequences of brand credibility specifically for the garment industry. A literature review is presented on topics like word-of-mouth, customer satisfaction, brand, brand value, brand innovativeness, and their relationship to brand credibility and consumer loyalty. The paper describes the research methodology used, including a sample survey of 100 customers of major garment showrooms. Preliminary results indicate that Reliance Trends is the most top-of-mind brand for respondents when thinking of clothes.
This document summarizes a research study that examined the relationships between brand awareness, perceived quality, brand loyalty, and purchase intention. The study collected data from cellular phone users and used regression analysis and mediation tests. The results showed that: (1) brand awareness, perceived quality, and brand loyalty all had significant positive effects on purchase intention; (2) perceived quality had a positive effect on brand loyalty; (3) perceived quality mediated the relationship between brand awareness and purchase intention; and (4) brand loyalty mediated the relationship between brand awareness and purchase intention. The study suggests that companies build brand awareness through marketing to increase brand loyalty and positively influence perceived quality and purchase intention.
Brand Recall in of Color Coated Roofing Sheet Market of Bangaloreijsrd.com
This document discusses brand recall of color coated roofing sheets in the Bangalore business-to-business market. It begins by defining key terms like brand recall, brand awareness, brand recognition, and brand loyalty. It then describes a study conducted with 27 roofing sheet retailers in Bangalore to understand their suppliers and market shares. The results found that JSW had the highest market share at 52% for galvanized sheets and 48% for galvalume sheets. When asked about brand quality, profitability, and performance, 12 retailers rated JSW as excellent while only 2 rated JSW as average. In general, the document examines factors that influence brand recall and market share for different roofing sheet brands in the B2B
Changing Dynamics of IT and Marketing Teams in the Procurement of Marketing T...Anurag Anwariya
With the increase of digitization in marketing, marketers are steering towards the purchase of technologies which enables them to make informed decisions. Initially marketers in association with their agencies were making the purchase decision of these marketing technologies without defining technical specifications. This ultimately led to the role conflict between IT and Marketing due to implementation challenges and lack of IT compliance. This white paper tries to bring forth the necessary viewpoints on how IT can play a vital role in executing marketing strategies and be the revenue generator of the organization. By collaborating both IT and Marketing teams can define each other’s responsibilities, draw a strategy road map and work towards the shared goal of the organization.
A causal study on the antecedents of retail shoppers’Alexander Decker
This document summarizes a study that investigated the impact of several factors (perceived service quality, perceived product quality, store assortment, price perception, trust, and commitment) on shoppers' satisfaction and repatronage intention at retail stores in Bangladesh. A survey was administered to 210 shoppers. The results of the structural equation modeling found that perceived product quality, price perception, perceived service quality, and product assortment significantly impacted shoppers' satisfaction. Shoppers' satisfaction was also found to have the strongest impact on their repatronage intention. The study suggests these factors are important for retailers to focus on to encourage repeat patronage.
This document summarizes a research study that examined how limited edition products, consumer culture, and perceived product value influence purchase intention of Magnum Filter's limited edition cigarettes in Indonesia. The study involved a survey of 100 cigarette consumers in Bandung, Indonesia. The results of the study found:
1) Limited edition product packaging and consumer culture significantly influence perceived product value.
2) Limited edition product packaging and perceived product value significantly influence purchase intention, but consumer culture does not significantly influence purchase intention.
3) Perceived product value significantly influences purchase intention.
The study provides insights into factors that drive the success of limited edition products in the tobacco industry in Indonesia.
This document presents a conceptual model examining the relationship between customer satisfaction and customer retention. It begins with an overview of previous research showing only a weak direct relationship between satisfaction and retention. The proposed model incorporates the customer's quality perception as a central moderating variable. It distinguishes between different types of quality perception and suggests nonlinearity in how satisfaction impacts retention. The model positions relationship quality, which includes trust and commitment, as predicting customer retention in a nonlinear way. The goal is to provide a more comprehensive understanding of the satisfaction-retention relationship.
- High levels of customer dissatisfaction with service quality in restaurants poses a challenge for the industry. One proposed approach is for restaurants to offer service guarantees to demonstrate they will deliver a satisfying dining experience.
- Previous studies have identified key criteria customers use in choosing restaurants, such as food quality, service, price, and atmosphere. However, these studies did not examine whether service guarantees impact customer choice.
- The literature discusses theories on how service guarantees may increase customer satisfaction by improving business focus and standards. However, guarantees may not benefit all restaurants and could reduce perceptions of lower-quality establishments. This study aims to address the gap in understanding how service guarantees influence customer choice.
A Research Proposal- The Relationship between Customer SatisfactJiana Daikh
This document presents a research proposal that examines the relationship between customer satisfaction and consumer loyalty. It provides background on the topics of customer satisfaction and consumer loyalty based on prior literature. The purpose of the study is to specifically examine the correlations between consumer satisfaction and consumer loyalty in the financial services industry. A prior study on bank loan services in Kuwait will be used as a reference point. The proposed research will include definitions, instrumentation, sampling, data collection, hypotheses, discussion of results, and references.
Brand image and Consumer psyche by continuous change in Brand Packaging. Hasnain Iqbal
The document summarizes a research report on the effect of continuous changes in brand packaging on consumer buying behavior, brand image, and consumer psyche. It includes an introduction outlining the study, literature review on key concepts, research methodology using a questionnaire for 30 respondents, results of data analysis in SPSS accepting all 3 hypotheses, and conclusion with recommendations for future research.
Impact of Brand Image, Trust and Affect on Consumer Brand Extension Attitude:...fahidsohail
This document summarizes a research study that examined the impact of brand image, trust, and affect on consumer brand extension attitudes, with a focus on the mediating role of brand loyalty. The study tested relationships between these variables using data from 200 female respondents regarding their use of cosmetic brands. Key findings included:
1) Brand image, trust, and affect were positively associated with brand extension attitude.
2) Brand image, trust, and affect were positively associated with brand loyalty.
3) Brand loyalty was positively associated with brand extension attitude.
4) Brand loyalty was found to mediate the relationships between brand image, trust, and affect with brand extension attitude. Specifically, brand loyalty partially mediated the impact
FACTORS AFFECTING THE SERVICES QUALITY AND REPURCHASE INTENTIONIAEME Publication
This study aim is to examine the factors effecting the consumer satisfaction and
repurchase intention. The population is consumer from all 22 branches of One Mart
mini market in Bengkulu Province. Samples are 200 respondents. Data were collected
using a five-point Likert scale. The data analysis tool used is Structural Equation
Model (SEM) using AMOS 22 software. The research shows the following results.
First, service quality does not affect on customer satisfaction. Second, good service
quality affects on customer value. Third, good customer value affect on customer
satisfaction. Fourth, customer satisfaction does not affect on repurchase intention.
Fifth, good customer satisfaction affects on brand choices. Sixth, a good brand choice
affect on consumer repurchase.
The document discusses brand loyalty of curry powder brands in Angadippuram, Kerala, India. It analyzes brand loyalty among customers of four major brands - Eastern, Nirapara, Malayil, and Supernova. The study aims to understand factors influencing customers' buying decisions such as quality, price, and taste. It finds that 50% of respondents select brands based on quality, while 30% choose based on taste and 8% based on variety of products. Customers become aware of brands mainly through television (40%) and friends/relatives (30%).
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...inventionjournals
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
Managing changing attitudes of consumer on buying preferences a strategic eva...Dr. Juturu Viswanath
This document discusses managing changing consumer attitudes toward buying preferences. It finds that income is a key factor influencing purchases, while media, family pressures, price variations, substitutes, sales, and social status also impact preferences. Quality concerns have the highest influence on choices. The study recommends that marketers understand dynamic buying preferences, address variables affecting attitudes, maintain quality-service to sustain demand, match prices with quality, and consider income levels when making strategic decisions.
The study titled, “A Study On Brand Perception In Electronics Industry” focuses on the level of awareness and perception customers have about for a brand. For the purpose of the study, an electronics company „s customers were surveyed for a period of two months. The tools used for analysis are frequencies test, mean analysis, independent sample T – Test and ANOVA. At the end of the study, it was found that factors such as quality, warranty, brand image influenced customer‟s perception of the brand. Some findings about the customer demographics were also found
Production Quality control in fashion industry -Part 1 by Rajesh Sharma, Chan...raje9s
The document discusses different definitions and perspectives of quality. It notes that quality is a complex concept with no single definition addressing all its dimensions. Quality can be defined from holistic, organizational, consumer, and value-based perspectives. The document also examines how consumers evaluate and develop expectations of quality, the challenges of measuring consumer satisfaction with textiles due to rapid fashion changes, and the importance of quality within the textile industry.
The document discusses the impact of economic recession on customer loyalty to retail outlets. It provides background on customer loyalty and discusses how the recent recession in Zimbabwe affected consumer preferences, incomes, and unemployment. The objective is to assess how customer loyalty to retail has changed during the recession by exploring customer satisfaction and loyalty patterns. Prior studies found recession decreased loyalty as company performance worsened. The document outlines the research methodology, which will use questionnaires and quantitative analysis to understand how demographic factors like age, gender, and education influence customer loyalty trends during economic downturns.
Impact of Service Quality on Customer Loyalty of Domestic Pumpspaperpublications3
Abstract: Service quality deals with the customer expectation and actual treatment. Better the service quality, higher will be the customer satisfaction. This can gain more and more customers and more loyal customers. The major advantage of loyal customers is that these customers will not leave because of any small reason or any minor fluctuations in company’s performance. This study is restricted to a single product domestic pump and will investigate the role of service quality in creating loyal customers.
Keywords: Service quality, Customer loyalty, Domestic pumps.
Title: Impact of Service Quality on Customer Loyalty of Domestic Pumps
Author: FAZEEN RASHEED A K
ISSN 2349-7807
International Journal of Recent Research in Commerce Economics and Management (IJRRCEM)
Paper Publications
This document presents a research paper on components of brand credibility that drive consumer loyalty in the garment industry. The paper aims to identify key determinants and consequences of brand credibility specifically for the garment industry. A literature review is presented on topics like word-of-mouth, customer satisfaction, brand, brand value, brand innovativeness, and their relationship to brand credibility and consumer loyalty. The paper describes the research methodology used, including a sample survey of 100 customers of major garment showrooms. Preliminary results indicate that Reliance Trends is the most top-of-mind brand for respondents when thinking of clothes.
This document summarizes a research study that examined the relationships between brand awareness, perceived quality, brand loyalty, and purchase intention. The study collected data from cellular phone users and used regression analysis and mediation tests. The results showed that: (1) brand awareness, perceived quality, and brand loyalty all had significant positive effects on purchase intention; (2) perceived quality had a positive effect on brand loyalty; (3) perceived quality mediated the relationship between brand awareness and purchase intention; and (4) brand loyalty mediated the relationship between brand awareness and purchase intention. The study suggests that companies build brand awareness through marketing to increase brand loyalty and positively influence perceived quality and purchase intention.
Brand Recall in of Color Coated Roofing Sheet Market of Bangaloreijsrd.com
This document discusses brand recall of color coated roofing sheets in the Bangalore business-to-business market. It begins by defining key terms like brand recall, brand awareness, brand recognition, and brand loyalty. It then describes a study conducted with 27 roofing sheet retailers in Bangalore to understand their suppliers and market shares. The results found that JSW had the highest market share at 52% for galvanized sheets and 48% for galvalume sheets. When asked about brand quality, profitability, and performance, 12 retailers rated JSW as excellent while only 2 rated JSW as average. In general, the document examines factors that influence brand recall and market share for different roofing sheet brands in the B2B
Changing Dynamics of IT and Marketing Teams in the Procurement of Marketing T...Anurag Anwariya
With the increase of digitization in marketing, marketers are steering towards the purchase of technologies which enables them to make informed decisions. Initially marketers in association with their agencies were making the purchase decision of these marketing technologies without defining technical specifications. This ultimately led to the role conflict between IT and Marketing due to implementation challenges and lack of IT compliance. This white paper tries to bring forth the necessary viewpoints on how IT can play a vital role in executing marketing strategies and be the revenue generator of the organization. By collaborating both IT and Marketing teams can define each other’s responsibilities, draw a strategy road map and work towards the shared goal of the organization.
A Structural Equation Model Of Customer Satisfaction And Future Purchase Of M...Kim Daniels
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1. 92
FACTORS AFFECTING POSITIVE WORD OF MOUTH AND REPURCHASE
INTENTION:
A CASE STUDY OF CLOTHING RETAILERS IN BANGKOK
Kornrawit Itsarintr
Abstract: This study aims to test the factors that affect retailers’ satisfaction and may create
repurchase intentions and positive word of mouth. The survey method was applied and questionnaires
were distributed to 400 respondents. The target population consists of retailers or customers who buy
clothes for resale from wholesalers. The results contribute to identifying how wholesalers have
improved shop performance to maintain retailers’ satisfaction. Most retailers were satisfied with the
Platinum Fashion Mall Wholesale. They have a positive impression with regard to the quality and
price of the clothes. However, they will not say positive words of mouth about the place as they would
like to avoid for other retailers to know their source of wholesale purchase. Since there is not
significant relationship between retailer satisfaction and positive word of mouth, Platinum Fashion
Mall Wholesalers should use advertising and sales promotion through various media such as radio,
T.V., billboards, fashion shows and perhaps even organizes designer contests.
Key words: Product quality, product design, geographic proximity, honesty, retailer satisfaction,
positive word of mouth, repurchase intention, retailer and wholesaler.
Introduction
This study investigates the impact of
retailer satisfaction on positive word of mouth
and customers repurchase intention at the
Bangkok-based Platinum Fashion Mall.
Located in the center of Bangkok, The
Platinum Fashion Mall is designed as a
national wholesale shopping place. It has
many facilities for fashion traders, retailers
and visitors, such as inventory cargo,
outbound and inbound transportations, car
parks, and elevators. These make shopping or
trading more convenient for everyone. The
Platinum Fashion Mall is considered the
largest wholesale shopping center and the
most one in Bangkok Metropolitan. It is a one
stop wholesale shopping store with excellent
floor plan design. The mall can accommodate
more than 10,000 customers per day and has a
food court. (http://www.platinumfashionmall
.com, on February 21th
, 2010). Retaining
customers is very important, and firms must
deploy more resources for defensive marketing
(Patterson, 2004). Thus, it is important for
them to understand customer repurchase
intentions. Behavioral intention can be defined
as what customers intend to do specifically
with respect to engaging in repurchase and
positive word of mouth (Oliver, 1993).
Anderson and Sullivan (1993) considered
satisfaction to be the most important factor in
creating repurchases intention. Thus, product
design, product quality, geographic proximity
and honesty will be included in this
research as components of customer
satisfaction.
1. Literature Review
- Purchase Intention
Douglas et al., (1983) determined that
purchase behavior is a part of the transaction
that is influenced by the buyer’s intention and
other special conditions that exist in the
market place. In addition, Dodd et al., (1991)
defined purchase intention or willingness to
buy as the likelihood of a consumer
purchasing a product or service. As Nevin et
al., (1980) showed in their study, purchase
intention has been widely used as a predictor
of subsequent purchase. Purchase intention is a
commonly-used effectiveness measure often
employed to anticipate a response behavior (Li
et al. 2002). Monroe et al. (1985)
characterized it as a behavioral tendency that
the consumer will purchase the product.
- Word of Mouth
It has been argued that positive word of
mouth is a behavioral intention much like
repurchase, but one that deals with the
intention to recommend (Fornell et al., (1987).
Firm profitability results from positive word of
mouth because people talk about their good
experiences with products and services to their
families, friends, co-workers, and others,
influencing other possible customers to
purchase (Reichheld et al., 1990).
According to Frenzen et al., (1993), the
effect of customer satisfaction on positive
2. 93
word of mouth is one of the important
antecedents of positive word of mouth. Gotlieb
et al., (1994) confirmed that customer
satisfaction is positively correlated with
positive word of mouth. Additionally,
Swanson and Davis (2003) mentioned that
word of mouth communication is recognized
as a very common and important form of
communication for service marketers, and for
maintaining a base of long-term customers.
Consistent with these researchers, Patterson et
al., (1997) found that there is a positive link
between customer satisfaction and positive
word of mouth. Therefore, the relationship
between these two variables is included in this
study.
- Customer Satisfaction
Customer satisfaction pertains to the
satisfaction of a customer’s need and desire. It
also relates to the evaluation of the surprise
inherent in a product acquisition and/or
consumption experience. Hunt (1977)
suggested that satisfaction means that the
product experience was at least as good as it
was supposed to be. Customer satisfaction has
also be defined as the buyer’s cognitive state
of being adequately or inadequately rewarded
for the sacrifice he has undergone (Howard
and Sheth, 1969). It is the paramount outcome
of marketing for use in business (Patterson,
2003).
There is general agreement that customer
satisfaction should be conceptualized as a
multi-dimensional construct (LaBarbera and
Mazursky, 1983). Several dimensions have
received considerable attention. They include
satisfaction judgment with the produce itself,
evaluations of the product performance such
as the dollar value of the product, and
interpersonal interaction with sales personnel
or agency (Iacobucci and Ostro, 1995).
Anderson and Sullivan (1993)
demonstrated that customer satisfaction
positively affected his/her repurchase
intention. They considered satisfaction to be
the most important factor in creating
repurchases intention. Therefore,
customer satisfaction is selected as one of the
factors explaining repurchase intention in this
study.
- Product Quality
Product quality depends on the expectation
of each customer, which is unique. Quality can
be defined in broad terms as the combination
of product attributes, real or imagined, which
are held to be most important in the opinion of
the customer in arriving at a subjective
assessment of a product worth (Anderson et
al., 1994). While, this definition may appear
unsatisfactory in that it fails to be sufficiently
precise, similar difficulties are encountered by
the consumer himself in measuring quality,
regardless of how he chooses to define it.
Customer perceptions of quality and value in
terms of customer behavioral intentions can
lead to changes in the firms’ profitability (Rust
et al., 1995).
Product quality from a consumer’s
perspective is associated with the capacity of a
product to satisfy consumer needs (Archibald
et al., 1983). Quality is a measure of how well
a product performs and how long it performs
well. It is common sense that if quality is too
low, the buyer will not repurchase. But if
quality is too high, it will also hurt sales
because buyers may not be willing to pay the
higher price it commands.
Gotlieb et al., (1994) explained that
perceived quality and satisfaction have also
been evaluated as antecedents of behavioral
intentions, and purchase intentions. Quality is
a relatively global value judgment (Zeithaml,
1988). Satisfaction and Quality are often used
interchangeably. Still, even though the two
appear to be highly similar, they are two
different constructs (Iacobucci et al., 1995).
Quality can be defined as excellence or
superiority (Zeithaml, 1988). It depends on
customers’ experience with the physical
attributes and use of the product.
Brucks et al., (2000) reported that customer
satisfaction and product quality are positively
correlated. In order words, customers will be
more satisfied with the product when they
perceive the high quality of that product. Berry
et al., (1994) confirmed that there is a positive
relationship between product quality and
customer satisfaction.
- Product Design
Vonderembse and Raghunathan (1997)
found that product design is one of the most
important factors affecting customer
satisfaction. A study about the quality
relationship between buyers and suppliers,
conducted at the Dongdaemun fashion market
in Seoul, Korea, shows that there is a positive
relationship between product design and
customer satisfaction (Choo et al., 2009).
A good design contributes to a product’s
usefulness as well as to its looks (Armstrong et
3. 94
al., 1995). Also, good style and design can
attract attention, improve product
performance, cut production costs and give the
product a strong competitive advantage in the
target market. It also affects the decisions of
the purchasing agents as well as that of the
ultimate consumers. Some consumers buy the
products of professional designers in an effort
to achieve such goals as ease of use, enhance
eye appeal or satisfaction. The design can be a
basis of product differentiation or a variety of
products. Vonderembse and Raghunathan
(1997) found that product design is one of the
most important factors that affect the
formation of customer satisfaction.
Geographic Proximity
Geographic proximity is the place rather
than the location (Clark, 1995). The central
concern is with the distribution of products
from producer to end-user: that is, with
complete channels of distribution, of which
retailing is but the last link in the chain. The
treatment of retailing is essentially spatial and
the focus is on the type of outlets that are used
rather than their location relative to their
market. The nature of the location decision-
making processes itself, the form it takes, what
influences it, and how it varies are all
important related issues. Processes such as
closure, acquisition and refitting, are all
important activities of network management.
Honesty
Honesty is the belief that the seller will
keep his/her words and that he/she has the
capacity to do so (Moorman et al., 1993). It is
also the belief that one’s partner stands by
his/her words (Covey, 1989). Steenkamp et
al., (1999) found that there is a relationship
between honesty and customer satisfaction. It
has also been observed that integrity includes
but goes beyond honesty. While honesty is
telling the truth and conform our words to
reality, integrity is conforming reality to our
words or keeping promises.
One gauge of a person’s ethics is the
discrepancy between the promises made and
the promises fulfilled. One must constantly
guard against the tendency of our words
surpassing our ability to meet expectations. It
must not only stand the test of experience, but
also stand the test of time. For example, during
election campaigns, politicians often attempt
to solicit votes by promising everything to
everybody; once elected, the social
commitments made to their constituents are
often quickly forgotten (McCormack, 1989).
2. Conceptual Framework and Research
Hypotheses
The conceptual framework focuses on the
variables that affect customer’s purchase
intention. One of the factors affecting purchase
intention is the attitudes of customers towards
the product attributes (Phau and Leng, 2008).
Another is perceived quality, one the attributes
accounting for customer purchase intention
(Yoo et al., 2000). There is a positive
relationship between emotional value and
customer purchase intention and perceived
quality is positively correlated with emotional
value (Lee et al., 2001).
Figure 1: Conceptual framework
Source: Created by the author of this study
Based on the conceptual framework, the
researchers developed six hypotheses in order
to investigate the main determinants of
positive word of mouth and repurchase
intention among retailers at the Platinum
Fashion Mall Wholesale. These hypotheses
fall into two groups:
- Group1 (H1-H4) tests the relationship
among the four factors that affect
retailer satisfaction (product quality,
product design, geographic proximity
and honesty).
- Group2 consists of two hypotheses
(H5-H6) and tests the relationship
between retailer satisfaction and the
two dependent variables (positive
word of mouth and repurchase
intention).
This research adopted the descriptive
research method whose main purpose of
descriptive is to describe the characteristics
H5
H6H4
H3
H2
H1
Product
Product Design
Geographic
proximity
Honesty
Retailer
Satisfaction
Positive
Word of
Mouth
Repurchase
Intention
Product Oriented
Supplier Oriented
4. 95
and details of the population such as who,
what, when, where and how (Yin, 1994).
Moreover, the researcher applied the survey
methods for gathering the data. According to
Pickard (2007), the survey method is the most
popular and common technique which many
researchers use for collecting data for business
research purposes. Pickard (2007) also
mentioned that one of the common collection
tools for survey is a questionnaire.
The target population is customers who buy
all kinds of products for resale or for retail at
the Platinum Fashion Mall Wholesale.
3. Results and Conclusion
The descriptive analysis of the
demographic factors in Table 1 (See Appendix
one) shows that most of the respondents were
females (79.5%), which means that most of the
sellers at the Mall are females. Since there is
more demand for female products and since it
makes sense for females to sell female clothes,
this is a logical consequence of the high
demand for women clothing. Most of the
respondents were single, accounting for 60%
of the total. Since most of them were between
20 and 30 years old (58%), this is
understandable. They are young so they are
not married yet. Regarding their education
level, most of the respondents hold a bachelor
degree (69.8%).
The Pearson Correlation was used to
analyze each hypothesis to determine if there
were significant relationships between the four
independent variables (product quality,
product design, geographic proximity and
honesty) and the moderating variable (retailer
satisfaction), which in turn affects two
dependent variables (positive word of mouth
and repurchase intention). Five hypotheses in
this research were rejected and one hypothesis
failed to reject. The results show no
relationship between retailer satisfaction and
positive word of mouth but a relationship
between retailer satisfaction and repurchase
intention, which was highly positive.
The results from hypotheses one (H1) and two
(H2) indicate that product quality and product
design are significantly associated with retailer
satisfaction. The average mean is quite high, in
turn, influencing the creation of retailer
satisfaction.
As to hypotheses three (H3) and four (H4),
the results show that geographic proximity and
honesty were positively associated with
retailer satisfaction, but have a low significant
level, which means that the supplier-oriented
factors, geographic proximity and honesty,
still need further improvement.
Regarding hypothesis five (H5), the results
indicate that the null hypothesis failed to
reject, inferring that there is no relationship
between retailer satisfaction and positive word
of mouth. In comparison with other variables
such as product quality, product design,
geographic proximity, honesty and repurchase
intention, positive word of mouth has the least
impact on retailer satisfaction with a
correlation coefficient of 0.011. The null
hypothesis five failed to reject because the
retailers want to keep their benefit and do not
want to have new entry competitors so they do
not give a positive word of mouth about
Platinum Fashion Mall Wholesale or their
wholesale source.
Finally, the results from hypothesis six (H6)
show that the null hypothesis was rejected
indicating that there is a high positive
relationship between retailer satisfaction and
repurchase intention with a correlation
coefficient of 0.814. The data from the
descriptive analysis indicates that most
retailers when satisfied will buy the clothes
again. This confirms that the retailers will
purchase the products again if they are
satisfied with them.
Based on the descriptive analysis of this study,
the researcher can conclude that most of the
respondents were satisfied with the Platinum
Fashion Mall Wholesale. They have a positive
impression with regard to quality and pricing.
However, the respondents are reluctant to give
a positive word of mouth about the Platinum
Fashion Mall Wholesale to other retailers.
Recommendations
On the basis of the research findings,
several recommendations can be made:
- The research findings show that product
orientation, which includes product quality
and product design, is the most important
factor influencing the level of retailer
satisfaction, which in turn influence the
retailers’ repurchase intentions. Since retailer
satisfaction is still a strong predictor of
product oriented factors, the Platinum Fashion
Mall Wholesale should focus on product
oriented factors. Wholesalers have to maintain
good quality and also, try to get good designs.
First and foremost, they should make sure they
5. 96
offer the latest fashions or offer new fashion
trends. Also, designers should design clothes
to fit with Thais’ style and also, foreigners’
style to serve the needs of both types of
customers’ better. They should also maintain
good relationships with retailers. For
examples, wholesalers should give special
discount to retailers who keep buying from
them or give discount if the retailers buy large
quantities or give them some gifts on special
days such as, for example, for New Year,
Songkarn day, or Christmas.
- Positive word of mouth, however, had no
effect on retailer satisfaction. The results show
that the respondents are reluctant to give a
positive word of mouth about the Platinum
Fashion Mall Wholesale to other retailers.
Therefore, the management of Platinum
Fashion Mall Wholesale should consider
improving positive word of mouth of retailers.
This study demonstrated that oftentimes
retailers not want to see others get the same
benefits as them so they will not say positive
word of mouth in respect of their wholesale
market to other retailers because they would
like to avoid other retailers to know their
source of wholesale purchase. Therefore, the
Platinum Fashion Mall wholesale should use
advertising to let others know about the
benefits of the place. They could use radio,
T.V., or billboards, promotions. They could
also organize designer contests or fashion
shows to spread the good words and improve
the relationship between retailer satisfaction
and positive word of mouth.
- Finally, as shown by the results from
hypotheses three (H3) and four (H4),
geographic proximity and honesty, still need
further improvement. Management should thus
focus on retailers’ satisfaction and help
retailers feel that it is convenient to go to the
Platinum Fashion Mall Wholesale. They
should add more facilities, deliver product to
retailers free of charge if retailers buy large
quantities and give free parking. Management
should also concentrate on interpersonal
aspects of wholesalers such as building
wholesalers’ image, establishing more trust
with retailers and keeping promises.
At present, the Platinum Fashion Mall
Wholesale is the largest wholesale mall in
Bangkok. Yet, it is located downtown in an
area heavily populated and with intense traffic.
Many retailers who have limited time and
come in the early morning and then go back to
their shops late morning face major traffic
jams. A location more convenient to reach and
with lots of parking places would probably
attract more retailers as some of them may be
reluctant to deal with slow-moving traffic
around that area, not to mention the lack of
parking space.
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Websites
Accessed on February 21th
, 2010
http://www.platinumfashionmall.com
Accessed on March 6th
, 2010
http://www.platinumfashionmall.com/aboutus.php
Accessed on September 20th
, 2010
http://www.shoppingwebthailand.com/platin
um/en/index.html
Appendix One
Table 1: Summary of Majority in Frequency and
Percentage of the Respondents
Customer
Profile
Majority in Frequency and
Percentage
Variable
Frequency
(f)
Percentage
(%)
Gender Female 318 79.5
Age Level
20 to 30
years old
232 58.0
Marital
Status
Single 240 60.0
Education
Level
Bachelor
Degree
279 69.8