Creating Customer Loyalty in MUJI to Boost Customer Satisfaction with Service Quality – Take Switching Cost as the Moderator

Abstract

The aspects of psychological and physiological constructs have rarely been adopted in retail sale in non-specialized stores. This study investigated dimensions of psychological and physiological constructs among service quality, customer satisfaction, and customer loyalty, with switching cost serving as a moderator in the case of MUJI Co., Ltd. To examine the research model, this study allocated questionnaires and analyzed the collected data with regression analysis. The results indicated that service quality has a positive effect on customer satisfaction, customer satisfaction has a positive effect on customer loyalty, and service quality has a positive effect on customer loyalty in psychological and physiological constructs. Moreover, switching cost has a moderating effect between service quality and customer loyalty. These findings were relevant to non-specialized retail sales.