What are the factors affecting customer satisfaction and loyalty intention of home decorative products?

Abstract

The home decorative market has been competitive globally, as it covers a wide range of products. It makes the researcher would like to understand more about the industry. A vague understanding of customer attitudes and habits causes the business to struggle, and this incident may cause the company to withdraw from the market. Therefore, the researcher would like to conduct the research and determine what variables will affect the customer’s satisfaction and loyalty intention of home decorative products. This research has 3 main objectives: to study the vital influential drivers of customer intention that lead to customer satisfaction on home decorative products, to explore the significant barriers of consumer intention, and to investigate the potential of consumers’ loyalty toward home decorative products. In order to obtain the results, this research uses the quantitative research method. The researcher uses the population sample who has bought home decorative products within 1 year to know and measure customer satisfaction and loyalty. It also ensures that the respondents who the researcher collects data from have experience with home decorative products and providing useful information. The finding shows that there are 3 variables affecting home decorative products' satisfaction: perceived quality, salesperson, and product design. Lastly, perceived quality, salesperson, product design, and customer satisfaction positively influence loyalty intention.