Assessing the effects of self‐congruity, attitudes and customer satisfaction on customer behavioural intentions in retail environment

Abstract

PurposeThis paper aims to develop a model that will include self‐image congruence, attitudes, satisfaction and explain their role on behavioural intentions.Design/methodology/approachA qualitative survey was carried out. It was followed by a quantitative study, conducted in two stages to clarify the self‐congruity scale. Results were used to lead an exploratory investigation of a conceptual model of behavioural intentions.FindingsIdeal self‐image congruity had a stronger direct effect on attitudes, than did actual self‐image congruity. Indeed, there was evidence in this study that behavioural intentions were directly or indirectly influenced by shopper's self‐congruity, attitudes, and satisfaction.Research limitations/implicationsNo research has ever simultaneously compared the relative influence of these important constructs on service encounter outcomes. The obvious implication is the need for further consideration of similar composite models. Indeed, it would be instructive in future research to assess the extent to which individual characteristics and demographic variables mediate self‐congruity, attitudes and satisfaction, and their influence on behavioural intentions.Practical implicationsRetailers need to realize that positioning their store to enhance the likelihood of self‐congruity with target shoppers and improve their attitudes, is important but not enough. The goal for improving self‐congruity and attitudes is to make sure shoppers have received the benefit they expect to find. The benefits received directly influence shoppers' decisions on whether they will want to come back in the future and what they will say about the store to others.Originality/valueThis research provides an improved understanding of the role of self‐congruity, attitudes and satisfaction on behavioural intentions. The inclusion of self‐congruity and attitudes in the proposed model as antecedents of behavioural intentions is one of the unique aspects of the study.