Store Satisfaction Research Articles

Drivers of formal and informal retail patronage in emerging markets

PurposeThis study examines how formal retail formats (FRFs), and informal retail formats (IRFs) may coexist as substitutes and complements in emerging markets because of store patronage driven by customers’ chronic shopping orientations, and differences in salesperson consultation in the two retail formats.Design/methodology/approachUsing a shopping motivational orientation framework, we develop and test a moderated mediation model using survey data from 515 shoppers of formal and informal grocery retail outlets in India.FindingsWhile task-focused and experiential-focused shopping orientations influence both FRF and IRF patronage, store satisfaction mediates these relationships and crucially attenuates the negative impact of task-focused orientation on FRF patronage. Salesperson consultation moderates the mediating effects of satisfaction in the link between shopping orientation and patronage of both FRFs and IRFs.Research limitations/implicationsThe findings suggest that FRFs and IRFs could coexist as complements and substitutes when patronage is examined as repeated visits determined by shopping orientation, mediated by satisfaction and moderated by salesperson consultation.Practical implicationsFor FRFs and IRFs to be complements, both formats must prioritize their distinctive attributes that satisfy a consumer's chronic shopping orientation. Substitution depends on how both retail formats prioritize salesperson consultation and in-store characteristics that appeal to consumers’ chronic orientation during specific shopping trips.Originality/valueWhilst FRFs must satisfy task-focused shoppers to compete with IRFs, salesperson consultation can inhibit such satisfaction. However, the extent of coexistence between FRFs and IRFs depends on how each format leverages salesperson consultation to enhance satisfaction of experiential-focused shoppers.

Shopping experience and consumer loyalty towards organic food stores: evaluating the moderating role of gender

PurposeThis study delves into the complex realm of consumer behavior by exploring the impact of distinct shopping motives, encompassing status, value and gratification, on store satisfaction within the domain of organic food retail. Moreover, it seeks to decipher the influence of perceptual disparities between male and female patrons on the intricate nexus between shopping experience and consumer loyalty within organic food stores.Design/methodology/approachA comprehensive dataset comprising responses from 400 participants was gathered and subjected to confirmatory analysis and structural equation modeling. These analytical tools were employed to dissect the data, validate the underlying research framework and unveil critical insights.FindingsThe empirical analysis, facilitated by structural equation modeling, substantiates that organic food stores prioritize the organic attribute, primarily centered on healthiness, often to the detriment of broader conceptual and social aspects. This validates the interplay between shopping experience dimensions, customer contentment, loyalty and the intent to revisit. Gender, as a moderator, exerts a discernible influence on these relationships, highlighting distinct shopping behaviors among male and female consumers when gauging the influence of shopping experience dimensions within organic food retail establishments.Practical implicationsThe implications of this research resonate deeply within the organic food retail landscape. The insights garnered provide valuable guidance to organic food retailers aiming to enhance their store ambiance and allure, thereby fostering sustained customer satisfaction. This, in turn, augments the propensity for customer loyalty and repeat patronage, a particularly pressing concern in today's fiercely competitive retail milieu. Furthermore, the study carries significant ramifications for organic food producers and governmental entities, outlining a framework for augmenting the value proposition of organic foods in alignment with customer experiential paradigms.Originality/valueIn a milieu characterized by the emergence of novel product categories and industry entrants, the study fills a critical void by investigating customer satisfaction within the broader retail food sector, with specific focus on organic food stores. Moreover, the research embarks on a pioneering exploration of the prospective trajectory of organic food stores in the Indian context, employing a marketing lens and grounded in the theory of needs satisfaction.

A Study on Consumer Behavior and its Impact on Brand Perception and Purchase of Red Tape India Products

Intense competition has been observed within the footwear industry, involving multinational corporations, domestic enterprises, and local businesses. Comprehending the requirements and preferences of consumers is a critical factor, as it serves as an indicator of their potential purchase behavior. This study presents a conceptualized investigation into the impact of various constructs, namely Brand Experience, Convenience, Store Atmosphere, Perceived Risk, and Store Satisfaction, on customers' purchase intention towards Red Tape. The study employs the Stimulus- Organism-Response (SOR) framework to analyze these relationships. The aforementioned constructs were subsequently refined subsequent to our examination of customer reviews on social media platforms such as Twitter, as well as e-commerce websites like Amazon, and online review platforms such as Google Reviews. These reviews pertained to RedTape, its products, and its stores located in the Zirakpur region of Punjab. A word cloud was created in order to narrow down the potential constructs. The data collection process involved the utilization of a convenience random sampling technique, whereby a sample size of 200 respondents was selected. These respondents were chosen from various local locations, representing diverse classes. The data analysis and interpretation involved the utilization of parametric tests such as Factor Analysis and Regression, which were conducted using the Measurable Package for the Social Sciences (SPSS). The findings of the study contribute to the identification of key variables that warrant increased consideration when formulating strategies pertaining to customers' purchasing intentions. Keywords — Consumer behavior, Brand Experience, Satisfaction, Perception, Red Tape, Footwear,

Happy to see you: the positive effects of in-store service encounters on the satisfaction of older consumers

ABSTRACT Although older consumers constitute a growing consumer segment with substantial buying power, not much is known about their satisfaction with retail stores and its antecedents. This study examines how having in-store, face-to-face service encounters with store personnel affects the store satisfaction of older consumers, focusing on the moderating role of consumer age and the mediating role of positive emotions. An empirical study demonstrates positive effects of service encounters with store employees on the store satisfaction and positive emotions of older consumers. Consumer age moderates these effects, so that there are no similar positive effects of in-store service encounters on store satisfaction or positive emotions for the younger consumers. Positive emotions also mediate the effects of in-store service encounters on store satisfaction for the older consumers, but not for the younger consumers.

서울시 집합상가 임차 점포주의 입점만족도 영향요인 연구

This study was conducted with the aim of finding important influencing factors for Entrance satisfaction of rental stores in Seoul's collective shopping mall, and the main research results are as follows. First, economic characteristics were derived as variables that had the greatest impact on store satisfaction. Second, facility characteristics ranked second in influence. Third, commercial district characteristics, location characteristics, and institutional characteristics, which are the external environment and conditions of collective shopping malls, were found to affect store satisfaction, but their influence was not significant. Finally, it was found that the characteristics of management and operation did not affect store satisfaction. This study can find the significance of the study in that it was conducted from the perspective of rental store owners in research related to collective shopping malls in the field of real estate.

Cognitive load during planned and unplanned virtual shopping: Evidence from a neurophysiological perspective

Cognitive load during planned and unplanned virtual shopping: Evidence from a neurophysiological perspective

Generating loyalty towards fast fashion stores: a cross-generational approach based on store attributes and socio-environmental responsibility

Research background: Faced with multiple media scandals concerning the pollution resulting from manufacturing activities, and encouraging the overconsumption of clothing, international fast fashion retailers have often had to resort to the elaboration and implementation of sustainable strategies aimed at environmental protection and reducing resource consumption. Generating customer satisfaction and loyalty depends increasingly on the extent to which retailers manage to employ socio-environmental responsibility besides the traditional retail store attributes. The purpose of this article: The objective of the paper is to evaluate the influence of consumer-oriented store attributes in generating satisfaction and loyalty towards the fast fashion store, highlighting the influence of socio-environmental responsibility on the two constructs. Methods: Based on the literature review, a conceptual model considering the effects of stores? attributes on store satisfaction and store loyalty and influenced by socio-environmental responsibility is proposed. Data were collected with the help of face-to-face administrated questionnaires before the outbreak of the COVID-19 pandemic in an emerging market (Romania). The data were analyzed via structural equation modeling in SmartPLS, for the three considered consumer generations: Generation X, Millennials and Generation Z. Findings & value added: For all consumer generations, all store attributes contribute to the direct generation of fast fashion store satisfaction and store loyalty; nevertheless, the intensity varies in levels of significance. Socio-environmental responsibility does not significantly determine store satisfaction, but does have a strong influence on fast fashion store loyalty. The results detailed according to the generations indicate a similar situation: each store attribute influences the satisfaction of one or other generation, apart from socio-environmental responsibility. This work makes an essential contribution to the extension of the generational theory, highlighting the various individualities, perceptions, and behaviors. This cross-generational research broadens knowledge on how different consumer generations behave when shopping from fast fashion stores. The research also extends the S-O-R model, which is used to understand the relationship between store attributes (stimulus), consumer satisfaction (organism), and consumer loyalty (response) towards fast fashion stores.

웨딩 산업체 특성이 개별 고객 마음 충성도에 미치는 영향

This study was conducted to investigate the effect of the store characteristics of a wedding enterprise on the loyalty of individual customers. By identifying the loyalty perceived by consumers, an efficient management strategy for the wedding industry was presented, and the basis for establishing an empirical strategy for forming customer loyalty. We want to provide data. First, as a result of examining the effect of the store characteristics of wedding enterprises on the loyalty of individual customers, it was found that physical characteristics, environmental characteristics, and technical characteristics had a statistically significant positive effect on loyalty. Therefore, it can be seen that physical characteristics, environmental characteristics, and technical characteristics are important factors among the sub-factors of store characteristics in the loyalty of individual customers of wedding companies. Second, as a result of examining the effect of customer satisfaction on loyalty, it was found that store satisfaction and product satisfaction had a statistically significant positive effect on loyalty. Therefore, it can be seen that product satisfaction and store satisfaction are important factors for each sub-factor of customer satisfaction in customer loyalty of wedding companies. It will be helpful for the effectiveness of empirical marketing strategies that evaluate the characteristics that customers value by wedding details and utilize the characteristics that are decisive for customer loyalty.

웨딩업체 점포특성이 고객 만족에 미치는 영향

The purpose of this study is to investigate the effect of store characteristics of wedding enterprises on customer satisfaction, and the final 302 questionnaires were analyzed for customers who visited or received wedding services in Seoul and the metropolitan area. The purpose of this study is to provide basic data for wedding service quality selection criteria and marketing strategies by understanding the satisfaction perceived by consumers. The research results are as follows. As a result of examining the effect of store characteristics of wedding enterprises on customer satisfaction, it was found that physical characteristics and technical characteristics had a statistically significant positive effect on product satisfaction, and technical characteristics, physical characteristics, and environmental characteristics on store satisfaction. This was found to have a statistically significant positive effect. Therefore, it can be seen that physical characteristics and technical characteristics of each sub-factor of store characteristics are important factors for product satisfaction of wedding companies, and technical characteristics, physical characteristics, and environmental characteristics of each sub-factor of store characteristics are important factors for store satisfaction of wedding companies. Detailed marketing strategies considering the characteristics of each company's products and immediate marketing should be effectively applied to various social environment changes and wedding trends.

Managerial Practices and (Post) Pandemic Consumption of Private Labels: Online and Offline Retail Perspective in a Portuguese Context

Currently, given the different dynamics of competition, food retailers are increasingly betting on private labels as a strategy of differentiation and retention of competitive advantages. To this extent, this study aims to assess the antecedents of the purchase intention of food retailers’ private labels, as well as to understand the managerial practices and (post) pandemic consumption retail perspective in a Portuguese context. The results obtained, through a quantitative analysis by means of multiple linear regressions, on a random sample of customers (n = 300) indicate that customer satisfaction and attitude towards his/her own brand are quite favourable, as demonstrated by the existence of a high loyalty to his/her own brand. Additionally, they reveal that the purchase experience, the private-label image, the perceived risk, and the COVID-19 pandemic are prior attitudes towards the private label and its mediation in the purchase intention and recommendation of its products. Finally, loyalty to the private label, store satisfaction and, through these, also the shopping experience were confirmed as determinants of loyalty. These results provide insights to food retailers on aspects to be improved and considered in the design of commercial strategies that promote the intention to purchase private-label products and that win and retain customers and achieve competitive advantages and profitability. Regarding the COVID-19 pandemic, the study reveals that some consumers changed their purchasing patterns, choosing to buy more private-label products at this stage.

PENERAPAN METODE AHP UNTUK PEMILIHAN TOKO ONLINE TAS WANITA PADA PLATFORM SHOPEE

Abstract: Today shopping online for daily needs has become a culture for some of our society, especially with the Covid-19 pandemic condition that has been going on for a long time, making us to do more activities at home. This has increased the interest in online shopping, especially for women who like to shop, making online stores an alternative to still being able to shop. With conditions like this, many new online shops or online stores that come from these non-online stores have joined in an e-commerce platform. As online stores increase, the competition among online stores are getting tighter and a little bit confusing for consumers to determine which online store to shop for. We need a decision support system that can help assess and compare one store with another. Researchers will use the AHP (Analytic Hierarchy Process) method that works based on a hierarchical structure in determining criteria using the Multi-criteria Decision Making (MCDM) concept that utilizes the results obtained from eigenvectors through iterations to minimize differences in the assessments of a number of respondents. The results will prove that the decision support system for choosing a trustworthy online shop for women's bags is appropriate based on the dimensions of online store satisfaction. The results of this study will be obtained which online shop for women's bags that are selected or in demand for online shopping transactions.
 
 Keywords: Analytical hierarchy process (AHP), e-commerce, eigenvector, decision support system, online shop

CONSUMER CHOICE AND EVALUATIONS: THE IMPACT OF VALUE CONSCIOUSNESS ON TRUST AND STORE SATISFACTION

A major priority for retailers, it is important to explore the relationships between customers’ value consciousness, trust, and satisfaction. This research explores the relationships among customers’ value consciousness, trust, and satisfaction using a field dataset for hard discounter grocery chains Turkey. The data gathered from consumers was investigated by using partial least squares (PLS) and the SmartPLS (v.3.3.9). The findings demonstrate that value concioussness directly and positively effects trust and satisfaction of consumers. Also trust directly and positively effects store satisfaction of consumers in hard discounter grocery retail domain.

Overall satisfaction formation across channels: an empirical study

PurposeNo other research analyzes the formation of overall satisfaction across channels, including the reciprocal interactions between store and website satisfaction and the factors that moderate them. Therefore, the aim of the present study is to examine how overall customer satisfaction is formed from the image and perceived congruence of the two main existing channels and the satisfaction induced by each.Design/methodology/approachThe online study covers 909 customers of a French mortar-to-click retailer specializing in women's and children's clothing. The conceptual model incorporates reciprocal interdependence between store satisfaction and website satisfaction. This model is tested using the procedure specific to non-recursive structural equation model.FindingsOverall satisfaction with the retailer is not only generated by satisfaction with the store and the website, but also directly and indirectly by the image of each channel. The contribution of the variables depends on the personal and situational characteristics of the customer. Not only is the relationship confirmed from store satisfaction to website satisfaction, but for the first time, in rarer cases the reverse is also observed. On the other hand, while the perceived congruence of channels can improve satisfaction with the channel for certain types of customers, in other cases the congruence can also worsen customers' overall satisfaction.Research limitations/implicationsThe detailed analysis of the formation of this satisfaction shows the pre-eminence of the customer over the retailer's initiatives. A retailer may facilitate or encourage virtuous interaction between retailer's channels by making the transfer of information and products more fluid (click and collect for example); but in the end, the customer is the one who decides whether or not to bring the channels closer together.Originality/valueContrary to what the literature assumes, in some cases, the retailer's attempt to integrate the channels may even reduce overall satisfaction if customers do not want this integration, just as a high level of satisfaction on the website can reduce in-store satisfaction.

The effect of touch simulation in virtual reality shopping

This study aims to explore the effect of touch simulation on virtual reality (VR) store satisfaction mediated by VR shopping self-efficacy and VR shopping pleasure. The moderation effects of the autotelic and instrumental need for touch between touch simulation and VR store satisfaction are also explored. Participants wear a head-mounted display VR device (Oculus Go) in a controlled laboratory environment, and their VR store experience is recorded as data. All participants’ responses (n = 58) are analyzed using SPSS 20.0 for descriptive statistics, reliability analysis, exploratory factor analysis, and the Process macro model analysis. The results show that touch simulation positively influences VR store satisfaction, which is mediated by the self-efficacy and by the dual path of the self-efficacy and the pleasure. Furthermore, the relation between touch simulation and pleasure is moderated by need for touch. For individuals with a high level of autotelic need for touch, the effect of touch simulation on the pleasure is heightened. However, instrumental need for touch does not moderate the path of touch simulation on the self-efficacy.

Consumer attitudes toward facial recognition payment: an examination of antecedents and outcomes

PurposeFacial recognition payment (FRP) has been recently introduced as a new cashless payment method in retail store context. Anchored on information systems and consumer theories, this research aims to investigate the key antecedents and outcomes of consumer attitudes toward this innovative payment method.Design/methodology/approachThis research used a survey method to obtain data from 795 consumers at retail stores in China. The data were then analyzed by different statistical methods, including descriptive statistics, reliability analysis and structural equation modeling.FindingsResults show that perceived usefulness, perceived ease of use and perceived innovativeness positively affect consumer attitudes toward FRP, while perceived risk negatively impacts such attitudes. In addition, consumer attitudes enhance store satisfaction, and hedonic shopping value plays a mediating role in this relationship.Practical implicationsThis study encourages retailers to adopt FRP that can enhance consumer hedonic shopping value and satisfaction.Originality/valueThis study contributes to the literature by explaining both the antecedents and the outcomes of consumer attitudes toward FRP in retail context. The study also provides fresh insights into how such attitudes can improve consumers' shopping values and satisfaction in an emerging market.

패션 복합문화 스토어의 체험마케팅 요소가 중국 소비자의 쇼핑몰입, 스토어 만족과 구매 의도에 미치는 영향 : 상하이를 중심으로

패션 복합문화 스토어의 체험마케팅 요소가 중국 소비자의 쇼핑몰입, 스토어 만족과 구매 의도에 미치는 영향 : 상하이를 중심으로

The effect of mobile application-driven customer participation on bakery purchase behavior: Evidence from a field experiment

The effect of mobile application-driven customer participation on bakery purchase behavior: Evidence from a field experiment

Retail store community and its impact on store success

PurposeThe purpose of the study was to examine the potential outcomes of consumers' intention to engage retail store community. The research question focused on: what impact will intention to engage retail store community have on store satisfaction, store commitment, shopping enjoyment and store employee trust?Design/methodology/approachSurvey data were collected from a national panel of 232 adult consumers in the USA. The theoretical model and hypotheses were tested using path analysis in AMOS.FindingsThe model was supported. Intention to engage retail store community had a significant impact on store employee trust, shopping enjoyment, store satisfaction and store commitment. In addition, store employee trust and store satisfaction had a significant impact on store commitment.Research limitations/implicationsThe study identified a breadth of outcomes that result from an intention to engage with retail store community. Furthermore, the study is limited to a grocery shopping retail store context and only outcomes are identified.Practical implicationsManagerially, retailers want to find innovative ways to compete in the marketplace, and the findings of this study highlight the benefits that can accrue to retailers who want to pursue a community strategy.Originality/valueFew papers have examined retail store brand communities, and none has identified the outcomes of intention to engage with retail store community.

The impact of hard discounter presence on store satisfaction and store loyalty

Hard discounters, such as Aldi and Lidl, have become more important in the last decade. Recent research suggests that the presence of a hard discounter (HD) decreases customers’ share of wallet. In this study, we aim to understand why this occurs, by considering how HD presence affects store attributes and store satisfaction. In particular, we investigate whether HD presence affects store satisfaction formation as well as the effect of store satisfaction on share of wallet. We analyze Dutch data on store attribute evaluations, store satisfaction and share of wallet. Our results show that HD presence decreases convenience evaluations of a store, satisfaction and share of wallet. Moreover, we show that the relationship between convenience and store satisfaction becomes more important when a HD is present, while we then also find a stronger positive relationship between satisfaction and share of wallet. Simulations based on our model estimations show that especially price-oriented retailers should fear decreases in share of wallet when a HD is present.

Self-service technology in supermarkets – Do frontline staff still matter?

Self-service technology in supermarkets – Do frontline staff still matter?