A structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok, Thailand

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dc.contributor.authorKlankaew, Ratana
dc.contributor.authorPanjakajornsak, Vinai
dc.date.accessioned2026-08-06T10:15:11Z
dc.date.available2026-08-06T10:15:11Z
dc.date.issued2017-01-01
dc.description.abstractThe objectives of this research were: 1) to develop and verify the structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok and 2) to study the influence of perceived service quality (PSQ), perceived price (PP), perceived product quality (PPQ) and customer satisfaction (CS) on customer loyalty (CL). The sample group comprised 400 customers, all of whom were selected on the basis of convenience sampling. A rating scale questionnaire with a reliability score between 0.911 and 0.967 was used as the research tool. The data were analysed using confirmatory factor analysis and causal structural model analysis as inferential statistics. The results revealed that the model fit confirms as appropriate (GFI = 0.956 and RMSEA = 0.035) Causal variables were able to explain the fluctuation in loyalty for Bangkok convenience stores at the rate of 72.9%. This loyalty was directly influenced by CS and PSQ.
dc.identifier.citationJournal for Global Business Advancement, 10(4), 349-369, 2017
dc.identifier.doi10.1504/JGBA.2017.086516
dc.identifier.issn1746966X
dc.identifier.other2-s2.0-85029516185
dc.identifier.urihttps://dspace.kmitl.ac.th/handle/123456789/7250
dc.sourceJournal for Global Business Advancement
dc.subjectCS
dc.subjectCustomer satisfaction
dc.subjectPerceived price
dc.subjectPerceived product quality
dc.subjectPerceived service quality
dc.subjectPP
dc.subjectPPQ
dc.subjectPSQ
dc.subjectStore's customer loyalty
dc.subjectThailand's convenience store industry
dc.titleA structural relationship model of factors affecting customer loyalty for retail convenience store businesses in Bangkok, Thailand
dc.typeArticle

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