Service quality, customer satisfaction and purchase intention: a study on shopping centre in Sarawak / Faudziah Jamil

In today’s increasingly competitive market, the bottom line of a firm’s marketing strategies and tactics is to make profits and contribute to the growth of the company.Therefore, supermarket is one of the major movers in agrifood market today. In Malaysia, there are several supermarkets such as Giant, Jaya Jusco, The Store, Carrefour, Mydin and Cold Storage (Nor Khalidah and Rosmimah, 2008). Service quality, customer satisfaction and purchase intention are global issues that can affect all organizations, whether it large or small, profit or non-profit, and global or local (Yap and Kew, 2008).