Does quality differentiation strategies enhance competitive advantage and customer satisfaction? a strategic management perspective / Arawati Agus and Za'faran Hassan

Agus, Arawati and Hassan, Za'faran (2005) Does quality differentiation strategies enhance competitive advantage and customer satisfaction? a strategic management perspective / Arawati Agus and Za'faran Hassan. Malaysian Journal of Quality, 1. pp. 1-17. ISSN 1823-7347

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Abstract

This study examines the impact of competitive quality differentiation strategies of Malaysian manufacturing companies and its impact on the enhancement of customer satisfaction. The findings demonstrate that consumer satisfaction can be influenced substantially by the product attribute structure, price and personnel differentiations. It also suggests that richer theories of competitive advantage may be constructed by formally integrating the "behavioral" view of consumer decision-making into concepts of marketing strategy.

Item Type: Article
Creators:
CreatorsEmail
Agus, ArawatiUNSPECIFIED
Hassan, Za'faranUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Personnel management. Employment management > Job satisfaction
H Social Sciences > HF Commerce > Personnel management. Employment management > Manpower planning
Divisions: Institute of Quality & Knowledge Advancement (InQKA)
Journal or Publication Title: Malaysian Journal of Quality
ISSN: 1823-7347
Volume: 1
Item ID: 16173
Uncontrolled Keywords: Customer satisfaction; Marketing strategy; Consumer decision-making
Last Modified: 10 Mar 2017 09:19
Depositing User: Staf Pendigitalan 5
URI: http://ir.uitm.edu.my/id/eprint/16173

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