Abstract:

This paper measures the satisfaction models in a two closely related but distinct countries—Malaysia, a developing country, and Singapore, a developed country—and identifies whether managing profitable businesses through satisfaction is unique to each context or is generic. Using a systematic and step-by-step hierarchical-moderated regression approach from data collected, this study tries to understand the relationship between repurchase intention and satisfaction and trust, moderated by firm size. The findings show that managing profitable businesses is dependent on country’s economic development. Prior studies on managing businesses through satisfaction have been conducted independently and do not employ proper and systematic steps.