Customers’ Satisfaction Towards 99Speedmart based on Product Quality and Service Quality in Bangsar, Kuala Lumpur

Abstract

Convenience stores have been providing basic needs for their customers and have become one of the customer’s pleasure to come to shop the essential needs for the household. This study focuses on the customer’s satisfaction towards 99Speedmart by looking into two variables, which are Service Quality (SERVQUAL) and product quality. These two variables are vital to any business as it would affect its loyal customers if any of these did not meet their expectations. A survey was conducted by distributing the adapted questionnaire to 238 respondents that comprise three sections. The data was analysed quantitatively by using SPSS SPSS. It was found that many respondents showed positive results towards 99Speedmart which they are partly agreed that 99Speedmart provides good quality products and services.