Examining the Association Between Consumer Satisfaction, Complain Handling and Loyalty Programs with Consumer Loyalty Towards Hypermarket in Batu Pahat, Johor, Malaysia

Noorazah Binti Kasmon, P. Yukthamarani Permarupan, Abdullah Al-Mamun, Noor Raihani Binti Zainol


The objective of this study is to investigate the association between complain handling, loyalty program and consumer satisfaction with consumer loyalty. This study employed a cross-sectional design and used a self-administered questionnaire and collected quantitative data from 100 AEON BIG consumers from Batu Pahat, Johor, Malaysia. Findings of this study noted that product complain handling, loyalty program and consumer satisfaction have a significant positive association with consumer loyalty. In order to reach its full potential and gain competitive advantages, hypermarkets in Malaysia should therefor focus on developing a proper complain handling system and promote loyalty program in order to build consumer loyalty, which eventually lead to higher sales and profit for the hypermarkets.
Key words: Satisfaction; Complain handling; Loyalty programs;Consumer loyalty; Hypermarket; Malaysia


Satisfaction; Complain handling; Loyalty programs;Consumer loyalty; Hypermarket; Malaysia

Full Text:


DOI: http://dx.doi.org/10.3968/j.ibm.1923842820130801.1090


  • There are currently no refbacks.

Share us to:   


  • How to do online submission to another Journal?
  • If you have already registered in Journal A, then how can you submit another article to Journal B? It takes two steps to make it happen:

1. Register yourself in Journal B as an Author

  • Find the journal you want to submit to in CATEGORIES, click on “VIEW JOURNAL”, “Online Submissions”, “GO TO LOGIN” and “Edit My Profile”. Check “Author” on the “Edit Profile” page, then “Save”.

2. Submission

  • Go to “User Home”, and click on “Author” under the name of Journal B. You may start a New Submission by clicking on “CLICK HERE”.

We only use three mailboxes as follows to deal with issues about paper acceptance, payment and submission of electronic versions of our journals to databases: caooc@hotmail.com; ibm@cscanada.net; ibm@cscanada.org

 Articles published in International Business and Management are licensed under Creative Commons Attribution 4.0 (CC-BY).


Address: 9375 Rue de Roissy Brossard, Québec, J4X 3A1, Canada 
Telephone: 1-514-558 6138 
Website: Http://www.cscanada.net Http://www.cscanada.org 

Copyright © 2010 Canadian Research & Development Centre of Sciences and Cultures