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Service quality in retail market: effect on attitude, satisfaction and loyalty to the store brands

Service quality in retail market: effect on attitude, satisfaction and loyalty to the store brands This research examines the mediator effects of the general attitude to SB, satisfaction to SB on the relationship between service quality in retailing and loyalty to SB by proposing and testing an integrative model of these factors. The sample consists of 250 customers randomly selected. The study used the SERVQUAL model as the main framework for analysing the quality of service. We used structural equation modelling that it is an adequate solution to the design of theoretical models and to test the research hypotheses. The results show that service quality influences indirectly SB loyalty via the mediation of general attitude to SB and satisfaction to SB. Important findings, and managerial implications are also discussed in the current paper. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Business Performance and Supply Chain Modelling Inderscience Publishers

Service quality in retail market: effect on attitude, satisfaction and loyalty to the store brands

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd
ISSN
1758-9401
eISSN
1758-941X
DOI
10.1504/IJBPSCM.2017.089034
Publisher site
See Article on Publisher Site

Abstract

This research examines the mediator effects of the general attitude to SB, satisfaction to SB on the relationship between service quality in retailing and loyalty to SB by proposing and testing an integrative model of these factors. The sample consists of 250 customers randomly selected. The study used the SERVQUAL model as the main framework for analysing the quality of service. We used structural equation modelling that it is an adequate solution to the design of theoretical models and to test the research hypotheses. The results show that service quality influences indirectly SB loyalty via the mediation of general attitude to SB and satisfaction to SB. Important findings, and managerial implications are also discussed in the current paper.

Journal

International Journal of Business Performance and Supply Chain ModellingInderscience Publishers

Published: Jan 1, 2017

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