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Inter‐relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons

Dong‐Mo Koo (Assistant Professor, Department of e‐Business, Dongseo University, San 69‐1, Jure 2‐Dong, Sasang‐Gu, Busan 617‐716, Republic of Korea)

Asia Pacific Journal of Marketing and Logistics

ISSN: 1355-5855

Article publication date: 18 December 2003

6245

Abstract

This study examines how various characteristics of the discount retail environment and the overall attitude towards a discount retail store, considered to be an abstract and global image component, influence consumers’ satisfaction and how consumers’ satisfaction, in turn, affects store loyalty. The data, collected from a sample of 517 discount retail customers in Daegu, Korea, indicate that: (1) forming the overall attitude is more closely related to in‐store services: atmosphere, employee service, after sales service and merchandising, (2) store satisfaction is formed through perceived store atmosphere and value, (3) the overall attitude has strong influence on satisfaction and loyalty and its impact is much stronger on loyalty than on satisfaction, (4) store loyalty is directly affected by most significantly location, merchandising and after sale service in order, (5) satisfaction is not related to customers’ committed store revisiting behavior. The applications in management and implications for future research are discussed.

Keywords

Citation

Koo, D. (2003), "Inter‐relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons", Asia Pacific Journal of Marketing and Logistics, Vol. 15 No. 4, pp. 42-71. https://doi.org/10.1108/13555850310765033

Publisher

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MCB UP Ltd

Copyright © 2003, MCB UP Limited

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