Performance logistique, image du magasin, satisfaction et fidélisation des consommateurs dans la grande distribution au Gabon

Abstract

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Impact of logistics performance on the store image, consumer satisfaction and loyalty: a quantitative case study

“…(1996) and Ndjambou (2018); consumer satisfaction by the instrument used by Olivier (1997) and Ndjambou (2018); store image by the instrument developed by Semeijn et al . (2004) and Ndjambou (2018), while the logistics performance was measured by Garrouche et al . (2011) and Ndjambou (2018)’s instrument (Table 1).…”

“…(2004) and Ndjambou (2018), while the logistics performance was measured by Garrouche et al . (2011) and Ndjambou (2018)’s instrument (Table 1).…”

“…The second category, in its conceptualization, considers satisfaction as a whole or a part of this process and essentially reflects its comparative character, from one state (of the consumer) to another (Evrard, 1993). In this sense, Ndjambou (2018) has announced that consumer satisfaction can be described in terms of four points: (1) cognitive state, (2) emotional response, (3) evaluation and (4) judgment on satisfaction combining cognitive judgment and emotional response. Chiguvi and Guruwo (2017) have affirmed that consumer satisfaction represents a fundamental prerequisite for creating and strengthening long-term relationships with consumers.…”

“…The latter, more plausible, is both attitudinal and behavioral. According to Lehu (2004), Bouzaâbia and Boumaiza (2013) and Ndjambou (2018), consumer loyalty can be defined as a conscious or unconscious attachment of the consumer to a product, a brand, a company or a distribution mode. For Leclercq-Machado et al (2022), consumer loyalty means that the consumer repurchases a product or service consistently and repeatedly in the future, despite marketing efforts that could potentially divert him to another product or service.…”

“…2.3.2 Logistics performance and consumer satisfaction. The literature on consumer behavior rarely analyses the influence of logistics performance on consumer satisfaction (Ndjambou, 2018). Grace and O'Cass (2004) have focused on the idea of retailer service provision, a concept aimed to facilitate purchase through the way in which the goods are presented.…”