The Impact of Consumer Confidence and Store Attributes on Store Satisfaction and Store Loyalty

Ayesha Tariq,Mehwish Fiaz,Afza Afzal

doi:10.4172/2168-9601.1000200

Abstract

For retail managers it is being to understand the relationships between customers’ store attribute, store satisfaction, consumer confidence, and store loyalty as well as how these relationships change over time. In this study relationships have been investigated by using survey technique. A questionnaire developed to check consumer’s point of view about different stores in Faisalabad market. Result of our findings indicate that consumer confidence and store satisfaction have no relationship whereas store satisfaction did not play a role of mediator in between consumer confidence and store loyalty. Instead, our study shows that the relationship between services attributes and store satisfaction is stronger and positive in periods with low consumer confidence.

Highlights

Consumers can be changes frequently as more and more new thing becomes available in the market
Retail managers would use information about these relationships so that they can allocate their resources across stores in order to improve store satisfaction and store sales [2]
In case of a retail manager it is difficult task to understand the relationship between customer store attributes, consumer confidence, satisfaction level, store loyalty and how these relationship changes over the period of time [4]

Summary

Introduction

Consumers can be changes frequently as more and more new thing becomes available in the market. Many retailers have been develop different customer satisfaction (CS) management programs with which they routinely collect information about how customers evaluates the store attributes and check their overall satisfaction across stores and changes that occur over time. While considering Satisfaction it has often been regarded as an example of the store loyalty, but Store satisfaction can be defined as; “the outcome of the subjective evaluation that the chosen alternative (the store) meets or exceeds expectations.”. This definition would been used within the conceptualizations tradition being related satisfaction that are used in the product literature. To the extent of consumer comparison, an explicit comparison can made between expectations and performance, so that the consumer is likely to be aware of the outcome of this evaluation

Literature Review

Methodology

Limitations