- Log In/Sign Up
- P-ISSN1738-3110
- E-ISSN2093-7717
- SCOPUS, ESCI
ISSN : 1738-3110
Relationship between Store Image, Customer Satisfaction, Behavioral Intention and Fast Distribution in Retails
Abstract
Purpose - The purpose of this paper is to study the relationships among store image, customer satisfaction, behavioral intentions (BI) and fast distribution in shahrvand chain super market in Tehran. Research design, data, and methodology - The 300 samples were from all the customers of Shahrvand chain stores. Since the present study aimed to explore the relationship between store image, customers' satisfaction, customers' behavioral intentions, and the proximity of shops to customers with considering determination for the influence of each factor, the customers of Shahrvand chain stores were randomly asked to comment on this issue. Results - Attitude to services and merchandising are positively associated with their positive store image. Besides, positive store image has a positive relationship with customers' behavioral intentions and customers'satisfaction. The relationship between fast distribution and customers' satisfaction is significantly positive. Conclusions - Several studies have shown that, in general, store image is important to attract and retain customers. This paper depicts the specific influences of image specifically on customer satisfaction and behavioral intention. Factors related to image have been discussed as their attitudes which touch areas of organizational behavior that have been embedded in the model, and it contributes to the originality or the value of the study.
- keywords
- Store Mage, Customer Satisfaction, Consumer Behavior, Distribution
Reference
Anselmsson, J. (2006). Sources of customer satisfaction with shopping malls: A comparative study of different customer segments. International Review of Retail Distribution and Consumer Research, 16(1), 115-138.
Bearden, W. O., & Teel, J. E. (1983). Elected determinants of consumer satisfaction and complaint behavior. Journal of Marketing Research, 20(1), 21-28.
Bigne E. J., Andreu, L., & Gnoth, J. (2005). The theme park experience: An analysis of pleasure, arousal and satisfaction. Tourism Management, 26, 833-844.
Bloemer, J., & Ruyter, K. (1998), On the relationship between store image, store satisfaction, and store loyalty. European Journal of Marketing, 32(5/6), 499-514.
Bloemer, J. M. M., & Oderkerken-Schroder, G. (2002). Store satisfaction and store loyalty explained by customer- and store-related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 15, 68-81.
Burt, S., & Encinas, J. C. (2000). The role of store image in retail internationalization. International Marketing Review, 17(4/5), 433-453.
Chang, C. H., & Tu, C.Y. (2005). Exploring store image, customer satisfaction and customer loyalty relationship: evidence from Taiwanese hypermarket industry. The Journal of American Academy of Business, 7(2), 197-202.
Churchill, G., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19 (4), 491-504.
Darian, J. C., Tucci, L. A., & Wiman, A. R. (2001). Perceived salesperson service attributes and retail patronage intentions. International Journal of Retail & Distribution Management, 29(4/5), 205-213.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behaviour: An introducing to theory and research. Reading, MA: Addison-Wesley.
Gomez, I. M., McLaughlin, W. E., & Wittink, R. D. (2004). Customer satisfaction and retail sales performance: an empirical investigation. Journal of Retailing, 80 (4), 265-278.
Grewal, D., Krishnan, R., Baker, J., & Borin, N. (1998). The effect of store name, brand name and price discounts on consumers’ evaluations and purchase intentions. Journal of Retailing, 74(3), 331-352.
Han, H., & Kim, W. (2009). Outcomes of relational benefits:Restaurant customers’ perspective. Journal of Travel and Tourism Marketing, 26, 820-835.
Han, H., & Ryu, K. (2006). Moderating role of personal characteristics in forming restaurant customers’behavioral intentions:An upscale restaurant setting. Journal of Hospitality and Leisure Marketing, 15(.4), 25-54.
Han, H., Back, K., & Barrett, B. (2009). Influencing factors on restaurant customers’ revisit intention: The role of emotions and switching barriers. International Journal of Hospitality Management, 28, 563-572.
Handy, S. (1992). Regional versus local accessibility: variations in suburban form and the implications for nonwork travel, unpublished dissertation, Department of City and Regional Planning. Berkeley, CA. : University of California at Berkeley, Retrieved May 22, 2006, from http://www.uctc.net/papers/235pdf.
Hartman, K. B., & Spiro, R. L. (2005). Recapturing store image in customer-based store equity: a construct conceptualization. Journal of Business Research, 58 (8), 1112-1120.
Heijden, H., & Verhagen, T. (2004). Online store image: conceptual foundations and empirical measurement. Information & Management, 41(5), 609-617.
Hildebrandt, L. (1988). Store image and the prediction of performance in retailing. Journal of Business Research, 17(1), 91-100.
Hsu, M. K., Hung, Y., & Swanson, S. (2010). Grocery store image, travel distribution, satisfaction and behavioral intentions Evidence from a Midwest college town. Journal of Retail & Distribution Management, 38 (2), 115-132.
Hu, H., & Jasper, C. R. (2006). Social cues in the store environment and their impact on store image. Journal of Retail & Distribution Management, 34(1), 25-48.
Kim, J. O., & Jin, B. (2001). Korean consumers’ patronage of discount stores: domestic vs multinational discount store shoppers’ profiles. Journal of Consumer Marketing, 18(3), 236-255.
Koo, D. M. (2003). Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons. Asia Pacific Journal of Marketing and Logistics, 15(4), 42-71.
Kottler, P., & Armestrong, Gary (2000). Marketing management (The millennium edition). Newjersy: Prentice Hall .
Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty –a study of the store as a brand, store brands and manufactured brands. International Journal of Retail & Distribution Management, 35(7), 544-555.
Nevin, J. R., & Houston, M. (1980). Images as a component of attractiveness to intra-urban shopping areas, Journal of Retailing, 56 (1), 77-93.
Normann, R. (1991). Service management: Strategy and leadership in service business, Second Edition. Chichester,NY:John Wiley & Sons.
Ok, C., Back, K., & Shanklin, C. W. (2005). Modeling roles of service recovery strategy: A relationship-focused view. Journal of Hospitality & Tourism Research, 29 (4), 484-507.
Oliver, R. (1980). A cognitive model of the antecedent and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
Oliver, R. L. (1979). Product satisfaction as a function of prior expectation and subsequent disconfirmation: new evidence. In Day, R. L., & Hunt, H. K. (Eds), New Dimensions of Consumer Satisfaction and Complaining Behavior (pp. 61-71). Bloomington, IN: Indiana University.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgements. Journal of Consumer Research, 14(4), 495-507.
Page, C., & Ludling, Y. (2003). Bank managers direct marketing dilemmas-customers attributes and Purchase intention International Journal of Bank marketing, 2(21/3), 147-163.
Prasad, C. J., & Aryasri, A. R. (2011). Effect of shopper attributes on retail format choice behaviour for food and grocery retailing in India. International Journal of Retail &Distribution Management, 39 (1), 68-86.
Stanley, T. J., & Sewall, M. A. (1976). Image inputs to a probabilistic model: predicting retail potential. Journal of Marketing, 40(3), 48-53.
Theodoridis, P. K., & Chatzipanagiotou, K. C. (2009). Store image attributes and customer satisfaction across different customer profiles within the supermarket sector in Greece. European Journal of Marketing, 43(5/6), 708-734
Tian-Cole, S. T., Crompton, J. L., & Willson, V. L. (2002). An empirical investigation of the relationships between service quality, satisfaction and behavioural intentions among visitors to a wildlife refuge. Journal of Leisure Research, 34(1), 1-24.
Wong, A., & Sohal, A. (2003). A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study. Qualitative Market Research: An International Journal, 6(4), 248-62.
Yavas, U., Benkenstein, M., & Stuhldreier, U. (2004). Relationships between service quality and behavioural outcomes:A study of private bank in Germnay. International Journal of Bank marketing, 22(2/3), 144-157.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations