Service quality and customer loyalty perspectives on two levels of retail relationships

Wong, Amy

doi:10.1108/08876040310486285

Cited by 302 publications

(252 citation statements)

References 49 publications

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“…She concluded that service expressiveness value is distinct from the performance value obtained from service delivery. Consumers satisfi ed with service quality are most likely to become and remain loyal ( Wong and Sohal, 2003 ). Kaul (2005) further observes that a store having modern equipment, good and clean physical facilities and ease in transactions would be able to yield satisfaction and patronage intentions.…”

Section: Related Studiesmentioning

confidence: 99%

Customer expectations of store attributes: A study of organized retail outlets in India

Ghosh

Tripathi²,

Kumar³

2010

J Retail Leisure Property

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The phenomenal growth of retail in India is refl ected in the rapid increase in number of supermarkets, departmental stores and hypermarkets in the country. However, this unprecented growth trend has been challenged by the shadow of the current economic slowdown, which has raised a fear of dip in consumption and slowdown of growth for Indian organized retailers. At a time when consumer spending is on decline, success will lie with those retailers that can drive customer loyalty by responding to the demands of the discerning consumer. This study is an attempt to address issues related to store attributes and their relevance in the store selection process. Eleven variables (store attributes) have been identifi ed in this article based on theory and judgment. Factor analysis has yielded three factors: Convenience & Merchandise Mix, Store Atmospherics and Services. The factors identifi ed and recommendations made in the article would be of use to retailers in designing their outlets with store attributes that would meet the expectations of shoppers and thus motivate them towards store patronage decisions.

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Section: Related Studiesmentioning

confidence: 99%

Customer expectations of store attributes: A study of organized retail outlets in India

Ghosh

Tripathi²,

Kumar³

2010

J Retail Leisure Property

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“…According to survey results, level of service is a factor that significantly influences consumer satisfaction in retail stores. This quality is positively associated with customer loyalty [19]. Numerous studies have attempted to shed light on the relationship between service attitude and customer satisfaction.…”

Section: Hypothesismentioning

confidence: 99%

Service Quality Management in Retailing: Theory and Empirical Analysis of Customer Satisfaction with Checkout Services

Hirogaki¹

2014

IJTEF

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Abstract-This study aims to clarify the service attributes that are important to the customer at a supermarket checkout, and the levels of service attributes that are the most desirable from the customer's perspective. In this study, using a questionnaire survey on checkout services for a shopping supermarket chain and using conjoint analysis, the checkout services attributes and levels to which customers attach importance were analyzed. The participants included 415 customers in and around the Tokyo metropolitan area, of which 163 were men and 252 were women. The results show that the expected waiting time is the most influential factor in consumer satisfaction. In particular, the presence of three or more customers already in line is found to significantly reduce customer satisfaction. It was also found that the customer service attitude of employees is an important attribute to the customer. Interestingly, for the bagging services, it is found that it can have a negative impact on consumer satisfaction. On the other hand, the gender and age demographics of an employee have little effect on consumer satisfaction. These results not only give new implications for research but also are useful in practical terms, such as conducting employee training to identify improved ways to serve customers better and guide improvements in the operation of retail stores.

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“…Based on studies by Parasuraman et al [29], not only is service quality defined as a global judgment or attitude related to the superiority of the service, but it is also composed of five dimensions, including tangibility, reliability, responsiveness, assurance and empathy. Many studies in different industries indicate that better service quality has a positive impact on customer trust and brand loyalty [28,[31][32][33][34].…”

Section: Service Quality Brand Trust and Brand Loyaltymentioning

confidence: 99%

Explore the Buffering Effects of Perceived Hidden Inflation on Survival of Mobile Phone Service Providers in Taiwan

2017

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Abstract:The purpose of this study is to examine the moderating role of perceived hidden inflation on the relationships between service quality, brand trust and brand loyalty. All data collected from the target population are analyzed through two-step structural equation modeling (SEM) and moderated multiple regression (MMR) to examine the hypotheses. 1,050 questionnaires are randomly distributed at 21 telecommunication service stores in Taiwan. Findings indicated that service quality has no direct impact on behavioral loyalty but it has a significant indirect impact on behavioral loyalty through brand trust or attitudinal loyalty. Moreover, findings identify perceived hidden inflation as the moderating role in the service quality-brand trust-brand loyalty chain. Besides the need for empirical confirmation of the hypotheses given, finally, there are several practical implications for service marketers and future research directions for scholars.

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Service quality and customer loyalty perspectives on two levels of retail relationships

Cited by 302 publications

References 49 publications

Customer expectations of store attributes: A study of organized retail outlets in India

Customer expectations of store attributes: A study of organized retail outlets in India

Service Quality Management in Retailing: Theory and Empirical Analysis of Customer Satisfaction with Checkout Services

Explore the Buffering Effects of Perceived Hidden Inflation on Survival of Mobile Phone Service Providers in Taiwan

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