Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets

Martínez–Ruiz, María Pilar; Jiménez‐Zarco, Ana Isabel; Izquierdo‐Yusta, Alicia

doi:10.1016/j.jretconser.2010.02.005

Cited by 57 publications

(33 citation statements)

References 44 publications

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“…Many firms use customer satisfaction as a criterion for diagnosing product or service performance and even tie customer satisfaction ratings to executive and employee compensation (Anderson and Sullivan, 1993). Retailers therefore recognise that customer satisfaction plays a key role in a successful business strategy (Gomez et al, 2004) and it is therefore crucial for managers to understand what drives customer satisfaction (Martinez-Ruiz et al, 2010).…”

Section: Literature Review Customer Satisfactionmentioning

confidence: 99%

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Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

et al. 2012

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Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: Purpose: Post Apartheid, the South African supermarket sector has rapidly increased in size and stature, yet customer satisfaction and fostering goodwill don't appear to have kept pace with growth. This research considers which aspects of retail service quality impact upon customer satisfaction and, ultimately, pay dividends in terms of generating store loyalty amongst urban shoppers in the middle to upper market segments.Design/methodology/approach: A survey approach was used to collect data from 307 respondents within a major metro pole area, as well as through an online interface. This was used to test our path model using Partial Least Squares (PLS) analysis. Findings:The results from the analysis concluded that two constructs, namely Physical Aspects and Personal Interaction, had a direct relationship with Customer Satisfaction. Customer satisfaction was also confirmed to be positively linked to store loyalty. Originality/Value:This research uncovers which aspects of service are most coveted by consumers in an emerging market context, as well as their effect on generating repeat business. If supermarket chains are to move beyond mere profit generation and build meaningful relationships with customers, they would best be advised to focus on the attributes of service that have a direct bearing on customer satisfaction and, in turn, long-term repeat patronage.

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Section: Literature Review Customer Satisfactionmentioning

confidence: 99%

“…In South Africa, saturation in the grocery sector has meant that the competition for customers is particularly fierce. As room for organic growth dissipates, these retailers are being forced to turn their attention sharply towards fostering goodwill and customer loyalty (Martinez-Ruiz et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

et al. 2012

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“…The world economy is currently in the phase of retailer domination (Loebbecke, 2005) primarily retail trade, compared to other members of the marketing channel (McGoldrick, 1998;Lovreta et al, 2000). Retail has gained this status on the basis of proximity to customers (Martínez-Ruiz et al, 2010) and with this availability of adequate information, positioning itself as their agent, with its capital intensity and disposition of currently the most rudimentary resource in the market -place on the sales aisle.…”

Section: Theoretical Background and Literature Reviewmentioning

confidence: 99%

The impact of legislation on retail food prices in Serbia

Matović¹,

Knežević²

2016

Industrija

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“…In fact, customers are part of banks' asset and everything starts from customer and ends to customer. What is important in new marketing is cooperation and move in from of customer veneration (Saifuddin Khondaker, 2010;Martínez-Ruiz et al, 2010).…”

Section: Introductionmentioning

confidence: 99%

Prioritizing the effective factors for customers attraction: A case study of Sepah Bank

Zarei¹,

Hemati²,

Rafeeian³

2012

MSL

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During the past few years, privatization has recently changed banking industry and there has been an increase competition in this industry. New banks try to present better services to absorb customers and traditional banks attempt to improve their services to retain their existing customers. In such environment and with limited amount of resources, there is a necessity to prioritize different influencing factors on the quality of the services. The proposed study of this paper presents a multi criteria decision making method along with Kano method to prioritize the most influencing factors of service quality. The proposed study of this paper is implemented for one of the oldest banks in Iran called Sepah. We have gathered different factors influencing customer satisfaction for all Sepah banks located in Semnan, Iran and using, analytical hierarchy process we provide a detailed ranking.

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Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets

Cited by 57 publications

References 44 publications

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

Examining the effect of retail service quality dimensions on customer satisfaction and loyalty: The case of the supermarket shopper

The impact of legislation on retail food prices in Serbia

Prioritizing the effective factors for customers attraction: A case study of Sepah Bank

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