Shoppers' satisfaction levels are not the only key to store loyalty

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http://eprints.org/relation/isVersionOf https://vuir.vu.edu.au/id/document/333 http://eprints.org/relation/isVolatileVersionOf https://vuir.vu.edu.au/id/document/333 http://eprints.org/relation/isCoversheetVersionOf https://vuir.vu.edu.au/id/document/333 archive 34 disk0/00/00/03/64 2006-02-27 2021-08-27 14:07:26 2008-08-19 20:04:13 article show Miranda Mario J Miranda, Mario J Konya Laszlo Konya, Laszlo Havrila Inka Havrila, Inka Shoppers' satisfaction levels are not the only key to store loyalty pub 350000 AppliedEconomics FOR_2008_150500 ResPubID9191, customer loyalty, customer satisfaction, marketing intelligence, strategic planning In this research study, grocery shoppers were interviewed to identify the factors that influence satisfaction with their primary store and the factors that encourage them to continue patronising this store despite being presented with an inducement to shop at another store. The study estimated two models; one predicting store satisfaction and the other predicting store loyalty. The results demonstrate that the significant factors that contribute to store satisfaction have little in common with the factors that impel shoppers to stay store loyal. Moreover, there was no evidence from this study that shoppers' overall store satisfaction was by itself a significant influence on their continued patronage of the store. Retail firms often do not recognise that the elements that contribute to customer satisfaction are different from those factors that help sustain store loyalty and consequently do not separate their resources between the two sets. Unless retail firms remain vigilant to changing consumer behaviour patterns, they will not be able to tell apart the elements of the retail mix that could typically insulate their primary customers from responding to special competitive offers. 2005 published Emerald 10.1108/02634500510589958 https://www.emerald.com/insight/content/doi/10.1108/02634500510589958/full/html 69930 2 2410263 dark_document 69930 Miranda Mario.pdf application/pdf cd0276c3752d1403042a10e460842662 MD5 56775 2020-10-16 03:03:51 364 8 8 application/pdf text Generic Permission Form en staffonly

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other public Marketing Intelligence & Planning 23 2 220-232 UNSPECIFIED TRUE 0263-4503 Includes bibliographical references: pp. 231-232 FALSE 83 2-s2.0-20144381989 2023-07-01 04:03:11