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Article
Publication date: 8 September 2017

Achchuthan Sivapalan and Charles Jebarajakirthy

Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal…

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2654

Abstract

Purpose

Enhancing retailing service quality (RSQ) serves as a basic strategy for gaining competitive advantage in the retailing industry and enables retailers to make a loyal customer base. The purpose of this paper is to propose and empirically investigate a comprehensive mechanism for enhancing customer loyalty to retail stores via service quality practices. This study suggests information on retailers can be the antecedent of the RSQ and its dimensions, thereby proposing a comprehensive mechanism for enhancing customer loyalty to retailers.

Design/methodology/approach

The data were collected using questionnaire surveys from 2,375 customers of three main supermarkets in Sri Lanka. After testing the measurement model, two structural models were run to test hypotheses.

Findings

The findings showed that the RSQ positively influenced customer loyalty. From all the RSQ dimensions, the store’s physical aspects, personal interaction and policy had a significant influence on customer loyalty. The findings also demonstrated that information on retailers contributes to enhancing a customer’s favorable evaluation of the supermarket’s physical aspects, personal interaction and retailing policy.

Research limitations/implications

This study was conducted with supermarket customers in one country using the cross-sectional data. Hence, the model should be replicated among retail customers in other countries with the longitudinal data.

Practical implications

Practically, this study recommends to retailers which dimensions of service quality they need to focus to enhance customer loyalty to their business. The study furthermore recommends certain dimensions that need to be emphasized while retailers design their promotional and communication programs.

Originality/value

Information on retailers has been suggested as an antecedent for enhancing supermarkets’ service quality practices. Thus, this study proposes a comprehensive mechanism for enhancing customer loyalty to retailers via service quality practices.

Details

Marketing Intelligence & Planning, vol. 35 no. 7
Type: Research Article
ISSN: 0263-4503

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Article
Publication date: 3 June 2014

Madhurima Deb and Ewuuk Lomo-David

The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a…

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1782

Abstract

Purpose

The deployment of analytic hierarchy process (AHP) to help the retail industry to recognize which retail service quality (RSQ) dimensions require attention to create a sustainable competitive advantage. The purpose of this paper is to use a comparative evaluation model to compare retail stores (supermarkets) across several RSQ dimensions, validated and tested RSQ model in the context of Indian supermarkets and explore the existence of RSQ gap by studying the difference between customers’ perception and expectations.

Design/methodology/approach

This study deploys AHP in which the decision problem is broken down into hierarchy; thus customer preference involves the structuring of a hierarchy in terms of the overall objective, the selection criteria and the decision alternatives. AHP technique allows pairwise comparisons to be made among the alternatives with respect to the service dimensions.

Findings

This study validated the formal RSQ scale developed by Dabholkar et al., (1996) by a modification that led to making it more suitable to the Indian context.

Research limitations/implications

This research does not provide guidance on different course of action to be taken. Though this study identifies which service dimensions require improvement, it does not provide guidance on an appropriate action plan to address deficiencies.

Practical implications

Prospective and existing retailers can use this instrument effectively to measure the quality of their services as perceived by customers in comparison to their competition. This work will not only help the supermarkets to improve their competitive positioning in the marketplace but will help them to identify areas of services needing improvement on priority basis.

Originality/value

Application of AHP to determine the best customer preference is the first ever done in RSQ studies. It does open up another dimension for further studies.

Details

International Journal of Retail & Distribution Management, vol. 42 no. 6
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 11 April 2016

Olof Wahlberg

– The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

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1691

Abstract

Purpose

The purpose of this paper is to explore the qualities of a small town centre and how such centres can enhance their attractiveness.

Design/methodology/approach

A convenience sampling procedure was used to administer a web survey to visitors of a small Swedish town. Importance-performance analysis and statistical methods were used to analyse quality attributes and quality dimensions. Correlation analysis was run to measure the relationship between centre attractiveness and shopping loyalty.

Findings

The variety of retail outlets is what is most valued by visitors to a small town centre, followed by the provision of events and non-commercial activities and the design and maintenance of the physical environment in the centre. Surprisingly, the interpersonal behaviour has less impact on the perceived attractiveness than the aforementioned quality dimensions. Visitors’ shopping loyalty is significantly related to the perceived attractiveness.

Research limitations/implications

The study is a one-off study based upon a small Swedish town, but it is indicative of global shopping trends.

Practical implications

Implications for town centre management to enhance the attractiveness of the business district of a small town.

Social implications

Traditional town centres have been props for the surrounding societies, providing anscillary services beside retailing. When retail moves to out-of-town retail locations, this could lead to the erosion of interpersonal communications and central services for citizens.

Originality/value

Pioneering research on small Swedish town shopping.

Details

International Journal of Retail & Distribution Management, vol. 44 no. 4
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 8 April 2019

Christian Nedu Osakwe

Although customer-perceived quality (CPQ) has been studied for years, very little is known about the implications of CPQ to informal retail stores particularly in…

Abstract

Purpose

Although customer-perceived quality (CPQ) has been studied for years, very little is known about the implications of CPQ to informal retail stores particularly in collectivist and high uncertainty avoidance societies like Nigeria. More specifically, this study aims to investigate the indirect implications of CPQ to post-purchase behaviour primarily word-of-mouth (WoM) communication which is even more critical for customer acquisition in the research context. By so doing, it develops a contextualised model in which the emerging concept of commercial friendship (CF) is incorporated to mediate the relationship between CPQ and WoM communication.

Design/methodology/approach

Using a survey-based design, data were gathered from 372 informal merchants’ customers. Structural equation modelling technique primarily PLS-SEM (partial least squares structural equation modelling) was used in analysing the data.

Findings

The data confirm that the multifaceted CPQ construct has an important implication for WoM through the mediation of CF. Supplementary analysis reveals that CF fully mediates one of the sub-components of CPQ, namely, personal interaction in relationship to WoM in addition to acting as a partial mediator between store policy, physical aspect and reliability and WoM.

Originality/value

The value of this study is that it draws attention to the special role that CF plays in the investigation of the relationship between CPQ and WoM communication in the research context. Additionally, it is a step towards extending and contextualising research about service quality perceptions and its outcomes in non-traditional Western contexts.

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Article
Publication date: 23 September 2021

Marie Schill and Delphine Godefroit-Winkel

Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility…

Abstract

Purpose

Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall.

Design/methodology/approach

Structural equation modeling is applied to data from a sample of 706 French consumers to test the hypotheses.

Findings

The results highlight the importance of environmental CSR, luxury and service quality dimensions as stimuli influencing positively consumer emotions, which in turn positively influence consumer attitudes.

Research limitations/implications

This study extends prior work in the field of services marketing and the S-O-R framework while considering environmental CSR, luxury and service quality dimensions as relevant stimuli. It further contributes to the literature of the shopping mall while examining relevant and unexplored antecedents to consumer emotions.

Practical implications

This paper provides tailored recommendations for shopping mall managers. It details how managers can use environmental CSR and luxury dimensions besides service quality as relevant stimuli in their positioning strategies to enhance consumer emotions and attitudes.

Originality/value

This study provides novel insights into shopping mall dimensions, i.e. environmental CSR, luxury and service quality, influencing consumer responses.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 1 August 2004

Valerie Kupke

First feelings and first impressions largely govern and delimit the kinds of experiences one expects and seeks. This paper reviews the application of multidimensional…

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4150

Abstract

First feelings and first impressions largely govern and delimit the kinds of experiences one expects and seeks. This paper reviews the application of multidimensional scaling (MDS) to retail market research and discusses how MDS is able to map these impressions and hence explain the retail centre image held by consumers. It proposes that retail centre image is not just relevant to marketers and retailers, but is also of importance to property managers who need an informed and holistic consumer orientation in order to create and sustain property value. By means of illustration MDS is applied to data based on shopper evaluations of seven retail centre items and an interpretation the results is offered.

Details

Journal of Property Investment & Finance, vol. 22 no. 4
Type: Research Article
ISSN: 1463-578X

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Article
Publication date: 5 November 2018

Sérgio Dominique-Ferreira

The insurance market has high churn rates because customers’ purchase decision-making process and claims management rely heavily on intermediaries. The purpose of this…

Abstract

Purpose

The insurance market has high churn rates because customers’ purchase decision-making process and claims management rely heavily on intermediaries. The purpose of this paper is to investigate the role played by insurers and intermediaries in customer satisfaction, as well as in the preferences of customers regarding the purchase decision-making process.

Design/methodology/approach

The first step was to select the most important attributes for Portuguese insurance customers. Three focus groups were conducted (using B2C and B2B markets), and data from Portuguese car insurance customers were gathered through an ad hoc questionnaire. Structural equation models and the multidimensional scaling unfolding model were applied.

Findings

Intermediaries play a key role in the retail insurance distribution channels by influencing customer satisfaction, claims management and the purchasing process (premium acceptance).

Practical implications

Because of the influence that intermediaries have on customer satisfaction, insurers should improve their partnerships (back office support) with intermediaries.

Originality/value

The study contributes to the retail distribution literature of the insurance sector by providing empirical evidence of the impact of intermediaries on customers’ satisfaction.

Details

International Journal of Retail & Distribution Management, vol. 46 no. 11/12
Type: Research Article
ISSN: 0959-0552

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Article
Publication date: 23 July 2021

Gurmeet Singh, Neale J. Slack, Shavneet Sharma, Asheefa Shaheen Aiyub and Alberto Ferraris

This study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food…

Abstract

Purpose

This study examines the influence of service quality dimensions (food quality, physical environment quality and employee service quality) and brand image of fast-food restaurants on price fairness and its consequence on customer retention.

Design/methodology/approach

This survey collected 331 responses using the public intercept method. Data analysis involved performing confirmatory factor analysis (CFA) on the measurement model, followed by structural equation modeling. Moderation analysis was performed using SPSS (model1 in process macro), while mediation was performed using model 4 in process macro.

Findings

Empirical results of this study revealed the positive effect of restaurant service quality dimensions on price fairness and price fairness on customer retention. It also revealed that brand image strengthened the restaurant service-quality/price fairness interrelationship, and that customer satisfaction partially mediated the price fairness/customer retention interrelationship.

Research limitations/implications

Findings of this study are useful to marketers and fast-food restaurateurs in establishing the right combination of service quality dimensions and brand image that increase perceptions of price fairness and increase customer satisfaction and retention.

Originality/value

This study contributes to advancing the theoretical foundations of customers' perceived price fairness and retention research, specifically in the understudied fast-food sector of emerging economies. It extends the application of the equity theory to expose the direct and indirect influences on customer perceived price fairness and customer retention. The findings provide a better understanding of price fairness perceptions.

Details

British Food Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0007-070X

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Article
Publication date: 2 March 2015

Harsh V Verma and Ekta Duggal

Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct…

Abstract

Purpose

Service quality is a perceptual construct that is likely to differ across industries, customer segments and markets. The purpose of this paper is to explore the construct of retail service quality in the Indian context, and identifies quality components as a precursor to developing a quality measure.

Design/methodology/approach

Initially, the construct comprehension was done using exploratory research involving customer depth probes and juxtaposing it with the available literature. After defining the broad contours of retail service quality and surface considerations, the study attempted to discover retail service quality dimensions by factor analyzing the collected data.

Findings

It was found that retail service quality construct is composed of seven critical dimensions – ambience and layout, salespeople, merchandise, convenience, services, prices and customer care.

Research limitations/implications

The specific quality component structure found in this study highlights the need for managers to prioritise their retail operation and marketing efforts in sync with the uncovered quality dimensions.

Originality/value

This paper explored the quality phenomenon in the Indian retail context using a bottom-up approach. This paper provides the much-needed insights to firms that are entering the Indian market on what the quality means and the components it is made up of.

Details

South Asian Journal of Global Business Research, vol. 4 no. 1
Type: Research Article
ISSN: 2045-4457

Keywords

Content available
Article
Publication date: 3 June 2014

Neil Towers

Downloads
89

Abstract

Details

International Journal of Retail & Distribution Management, vol. 42 no. 6
Type: Research Article
ISSN: 0959-0552

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