Abstract
The purpose of the study is to investigate the relationships among service quality, satisfaction, trust, and store loyalty in a retailing context. All these variables have considerable importance on store performance, measured by financial indicators or market ones. The data were collected from a sample of 258 students at two universities in Albania, during the first quarter of 2012. The items included in the survey measured the variables of the study as well as demographic characteristics of the sample. Confirmatory factor analysis (CFA) and structural equation modeling (SEM) were used to evaluate the hypotheses regarding relationships among model constructs. All the hypotheses developed in the study were positively confirmed, reinforcing the theory and previous research on this field. The study also reveals interesting implications in service quality, satisfaction, trust, and store loyalty, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies’ performance.
Highlights
In response to the increasingly competitive marketplace, retailers are continually seeking strategies to insulate and increase profit
The focus of this study is to identify what consumers consider to be important in terms of the services they receive in a retail setting, and to explore possible explanations of consumer attitudes and intentions due to the perceived services quality
The study aims to explore the possible relationships between perceived service quality and consumers’ behavioral attitudes and intentions in the context of retailing. This will lead to an integrated model which provides a clear structure of service quality and its impacts on customer satisfaction, customer trust, and customer loyalty in the retailing setting
Summary
In response to the increasingly competitive marketplace, retailers are continually seeking strategies to insulate and increase profit. The focus of this study is to identify what consumers consider to be important in terms of the services they receive in a retail setting, and to explore possible explanations of consumer attitudes and intentions (customer satisfaction, customer trust, and customer loyalty) due to the perceived services quality. The study aims to explore the possible relationships between perceived service quality and consumers’ behavioral attitudes and intentions (i.e., customer satisfaction, customer trust, and customer loyalty) in the context of retailing. This will lead to an integrated model which provides a clear structure of service quality and its impacts on customer satisfaction, customer trust, and customer loyalty in the retailing setting. It permits a development of practical retailers’ service improvement programs based on the suggested Service Quality- Satisfaction-Trust-Loyalty model
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