Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores

Thomas, Sam

doi:10.1007/s40622-013-0007-z

Cited by 60 publications

(57 citation statements)

References 51 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…A loyal customer is a source of a competitive advantage through repeat purchase and positive word of mouth (Thomas, 2013). Thus, the ultimate goal of most traders is to have loyal customers.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Numerous authors (Bloemer & Thomas, 2013) have closely examined the relationship between store image and store loyalty, but only Bloemer and Odekerken-Schröder (2002) examined the relationship between store image and store loyalty indirectly through the positive affect of store satisfaction, store trust and store commitment. Store image is also recognized as an important antecedent of store satisfaction and store loyalty (Bloemer & de Ruyter, 1998).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Customer loyalty represents a competitive advantage of the store (Oliver, 1997; Thomas, 2013), and research results in the past have proved that loyalty is an…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Relationships among Store Image and Store Loyalty in Slovenia

Grah

Tominc

2015

Naše Gospodarstvo/Our Economy

View full text Add to dashboard Cite

Image has become one of the most important factors of stores' survival and development. In this paper, a model of relationships among the multidimensional variables of store image, positive affect, satisfaction with the store, trust and commitment to the store is formed and tested with a sample of 209 customers in three stores in the Pomurje region of Slovenia. The important conclusion of the research is that several interrelations among store image, positive affect, satisfaction, trust and store commitment exist. The results also show significant gender differences in perceptions of store image. These results provide several important insights for managing supermarkets in the Slovenian market and are also important for future research.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Relationships among Store Image and Store Loyalty in Slovenia

Grah

Tominc

2015

Naše Gospodarstvo/Our Economy

View full text Add to dashboard Cite

show abstract

“…Loyal customers generate competitive advantage through on-going purchasing and word-of-mouth recommendations (Thomas, 2013). Loyalty has both behavioral and attitudinal dimensions.…”

Section: Customer Loyaltymentioning

confidence: 99%

Young clients’ attitudes to service quality at retail banks in a developing country

Zungu

Mason

2017

Banks and Bank Systems

View full text Add to dashboard Cite

The aim of this paper is to investigate service quality as perceived by younger customers of retail banks in a developing country. The objectives include identifying customers’ levels of satisfaction and loyalty to their banks and to identify the levels of service quality associated with such satisfaction and loyalty. The instrument used to collect data via a survey of retail bank customers was an adaptation of the SERVQUAL questionnaire. A total of 448 students were surveyed, using a mix of systematic and quota sampling, with data being collected on university campuses. Data were analyzed using descriptive statistical techniques. The main conclusions were that most young customers are reasonably satisfied with, and loyal to, their banks. There was little difference, on all the service quality constructs, between the different banks, and between expectations and perceptions of service quality. However, there was no evidence of any bank providing a service that delighted their customers or exceeded their expectations and so all banks are at risk from a competitor who adopts strategies to meet these goals. The study has contributed to knowledge by focusing on attitudes to service quality of young bank customers in a developing country, an aspect that has been under-researched. Keywords: service quality, retail banking, expectations, perceptions, customer satisfaction, loyalty, SERVQUAL, South Africa. JEL Classification: G21, L84, M31

show abstract

“…Penelitian Tu et al (2012) menemukan bahwa corporate brand image mempengaruhi customer satisfaction secara signifikan sehingga perusahaan harus secara khusus fokus untuk membangun profitabilitas jangka panjang dengan pelanggan sebagai keunggulan kompetitif di pasar. Moraga, et al (2008) mendefinisikan satisfaction sebagai respon awal konsumen terhadap perusahaan yang mengutamakan loyalitas konsumen sehingga customer satisfaction didefinisikan sebagai kepuasan dari dalam diri konsumen diiringi dengan respek kepada gerai ritel (Thomas, 2013). Customer satisfaction dapat juga didefinisikan sebagai hubungan kinerja dari sebuah produk atau jasa dengan ekspektasi pelanggan (Ene dan Özkaya, 2014).…”

Section: Pendahuluanunclassified

Pengaruh Customer’s Perceived Value Terhadap Peningkatan Kinerja Perusahaan

Adiasih

Hatane

2016

pemasaran

View full text Add to dashboard Cite

Abstrak: Peningkatan gerai ritel di Indonesia menimbulkan persaingan yang ketat. Nilai yang dirasakan oleh pelanggan menjadi andil terhadap kinerja perusahaan. Penelitian ini bertujuan untuk mengetahui hubungan nilai yang dirasakan pelanggan dengan kinerja perusahaan. Sampel penelitian adalah 35 convenience store dan 40 fashion industry di Surabaya. Hasil uji dengan partial least square menunjukkan bahwa nilai yang dirasakan pelanggan berpengaruh positif terhadap kinerja perusahaan ritel di Surabaya.

show abstract

Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores

Cited by 60 publications

References 51 publications

Relationships among Store Image and Store Loyalty in Slovenia

Relationships among Store Image and Store Loyalty in Slovenia

Young clients’ attitudes to service quality at retail banks in a developing country

Pengaruh Customer’s Perceived Value Terhadap Peningkatan Kinerja Perusahaan

Contact Info

Product

Resources

About