A Study on Corporate Image, Customer Satisfaction and Brand Loyalty in the Context of Retail Stores

Abstract

In the intense competitive environment, in order for a retail store to gain strength and competitive edge, it needs to possess a strong corporate image and to keep and satisfy its customers. The retail store will create a successful brand loyalty due to its ability to be equipped with a strong corporate image and to increase customer satisfaction.Key elements that are effective in creating brand loyalty that enables the retail store to have a competitive edge, have an order of corporate image of the business, customer satisfaction, customer expectations, the product or the service quality that is perceived and perceived value. Setting from this point on, this study addresses corporate image and customer satisfaction elements that effect brand loyalty and surveys have been conducted with customers who shop from the retail stores in Istanbul and the relationship between customer satisfaction and brand loyalty is examined with regression analysis.

Comparing The Loyalty Of Two Mini Markets’ Customers: The Role Of Store Image And Satisfaction

“…In both cases, the hypotheses were accepted. These findings were significant with prior studies (Beneke et al, 2011;Ene & Özkaya, 2014;Ryu et al, 2008). In many cases, satisfied customers will be loyal.…”

“…Store image was measured using indicators adapted from Collins-Dodd and Lindley (2003) and Hsu, Huang, and Swanson (2010). Customer satisfaction and customer loyalty were measured using indicators adapted from Ene and Özkaya (2014). A five-point Likert's scale was employed for each variable.…”

The Antecedent and Consequences of Brand Image in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender

“…Five items of perceived value (overall higher value and service value compared to price, good choice, good reputation, and positive emotion) [22], five items of brand image (positive reaction of people, confident brand image, unique brand image, and desirable brand name) [23], three items of customer satisfaction (overall satisfaction with product, price, and quality) [24], and five items of customer loyalty (continuous use, positive word of mouth, recommendation, and revisit intention) [22] were modified through reviewing previous studies.…”

Students’ Quality Learning Experience: Key to further studies in the same university

“…While Stoica, Radu, Dobrescu, and Orzan (2014) describes satisfaction as referring to a consumer's statement of quality experience; while using or after using a product or service in comparison to their expectations before consuming the product or service. Ene and Özkaya (2014) describes satisfaction from a customer's perspective; that it depends on the comparison of the client of what they have obtained from their expectations before experiencing it. This means that if customers' experience meets their expectations, they will be satisfied; if not, they feel disappointed and will not be satisfied.…”