Retailer behavior as determinant of service quality in Indian retailing

Khare, Arpita; Parveen, Ceeba; Rai, Reena

doi:10.1057/rlp.2010.14

Cited by 20 publications

(20 citation statements)

References 50 publications

(70 reference statements)

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“…In addition to traditional marketing strategies, for example advertising, rewards and promotions, personal communications, and delivering quality service, inviting customers to link numerous loyalty programmes are popular approaches to sustaining such relationships (Prentice, 2013;Zakaria, Rahman, Othman, Yunus, Dsulkipli & Osman, 2013;Stathopoulou & Balabanis, 2016). Service quality and customer satisfaction are regularly considered as determinants of customer loyalty (Disfani et al, & Ruiz, 2017;Durvasula & Lysonski, 2010;Khare et al, 2010;Martinelli & Balboni, 2012;Tang et al, 2015;Yu & Ramanathan, 2012;Yuen & Chan, 2010).…”

Section: Literature Reviewmentioning

confidence: 99%

“…Several researchers (Disfani, Mantrala, Yusta & Ruiz, 2017;Durvasula & Lysonski, 2010;Khare, Parveen & Rai, 2010;Martinelli & Balboni, 2012;Tang, Stanworth, Chen, Huang & Wu, 2015;Yu & Ramanathan, 2012;Veloso, Magueta, Fernandes & Ribeiro, 2017;Yuen & Chan, 2010) suggest that service quality is one of the most important determinants of customer satisfaction and customer loyalty. In this sense, companies seek to improve the quality of service continuously in order to be able to keep their customers not only satisfied but loyal as well.…”

Section: Introductionmentioning

confidence: 99%

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Validation of a scale of measurement of service quality, image, customer satisfaction and loyalty in traditional trade

Veloso

Monte

2019

TMS

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The retail industry's ability to create satisfactory experiences for consumers remains to a considerable degree in the hands of management and retail staff. This research's central purpose was to validate an instrument that assesses the perceived quality of service, brand image, customer satisfaction and loyalty to traditional retail stores in Portugal. The findings suggest that the scale's 28 items can be grouped into four main dimensions and applied to Portuguese traditional retail businesses with good results. In addition, this questionnaire can be a useful tool for traditional retail stores seeking to understand customers' perceptions. The assessment scale also facilitates the ongoing search for customer satisfaction and loyalty by revealing their drivers and moving traditional trade further along the path towards quality service and better brand image. These strategies, in turn, are reflected in excellent organisational performance and higher profitability.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Validation of a scale of measurement of service quality, image, customer satisfaction and loyalty in traditional trade

Veloso

Monte

2019

TMS

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“…Tako je razvijena teorija promišljene akcije (TRA) koja polazi od pretpostavke postojanja lojalnosti potrošača na bazi identifikovanja uzročne veze između stavova, intencija i ponašanja potrošača u odnosu na kvalitet usluge. Ova teorija predstavlja napredak u istraživanjima u smislu da pronalazi direktnu vezu između dimenzija kvaliteta usluge i lojalnosti potrošača, kao zavisne varijable koju deli u tri kategorije: preferencijalnu lojalnost, lojalnost prema cenama i žalbe potrošača (Khare & Parveen, 2010;Sainy, 2010).…”

Section: Merenje Kvaliteta Uslugaunclassified

Retail service quality as a base in purchasing decision

Sokolov-Mladenović¹,

Ćuzović²

2015

Marketing

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Članci/Papers 26Prethodno saopštenje, UDK 339.162.4 UVODUsluge su nerazdvojni deo "paketa" ponude maloprodajnih lanaca, ali i njihov instrument marketing miksa. Pored asortimana proizvoda, usluge pružaju mogućnost kompanijama da se diferenciraju od konkurencije povećanjem poslovnih performansi i kreiranjem dodate vrednosti za potrošače. Iako su usluge bile stalno dežurna tema marketing menadžmen-ta maloprodajnih kompanija, njihov značaj posebno dolazi do izražaja u uslovima globalizacije tržišta i internacionalizacije trgovine. Maloprodajni lanci, "lokomotive" internacionalizacije, nastoje da kroz usluge kao "nematerijalni" subinstrument marketing miksa zadrže postojeće i kreiraju nove potrošače. Pri tome, usluge koje se pružaju potrošačima mogu biti brojne i raznovrsne, kao što su: spoljni izgled i unutrašnje uređenje prodajnih objekata, pripremljenost robe za prodaju, izgled i ponašanje prodajnog osoblja, kultura komuniciranja sa potrošačima, ali i usluge koje se pružaju završetkom prodajnog procesa. Ovim se ne iscrpljuje lista usluga koje utiču na odluke o kupovini robe. U kompleksu tražnje nalaze se i zahtevi potrošača u vezi sa očekivanim i isporučenim kvalitetom usluge. U meri u kojoj potrošač ima izgrađen ukus, kvalitativne komponente usluge i estetska svojstva imaju veći ponder u strukturi tražnje. Svaka zaboravnost marketing menadžmenta maloprodaje u pogledu kvaliteta usluge biva "kažnjena" odustajanjem potrošača od kupovine. Zato se kvalitet usluga u teorijskoj literaturi ubraja u osnovni i polazni instrument trgovinskog marketinga. U savremenoj literaturi iz oblasti marketinga kvalitet usluge sintetizuje personalizovan i standardizovan pristup korisnosti, udobnosti, ljubaznosti, lepoti i estetizaciji "isporučene vrednosti". U tom svetlu, kvalitet usluge u maloprodaji se može shvatiti kao jedinstvo: opipljivosti, pouzdanosti, osećajnosti, sigurnosti i empatije koje svi učesnici u procesu prometa i kreiranja ,,paketa" ponude treba da ugrade u ,,isporučenu vrednost" potrošačima. Zato je poznavanje potreba potrošača sa aspekta kvaliteta usluge, tj. (,,nematerijalne") vrednosti ,,paketa" ponude, značajno za donošenje odluka o kupovini robe. Hronološki posmatrano, kvalitet usluga u trgovini dolazi do izražaja pri izboru trgovinskih kompanija kao poslovnih partnera (poslovnost i poslovna kultura), a kada je u pitanju maloprodaja, pri izboru prodavnica (spoljni izgled i unutrašnje uređenje prodajnog objekta, pripremljenost Abstrakt: Maloprodaja je uslužna delatnost i usluge su nešto po čemu se maloprodajne kompanije razlikuju od proizvodnih. Maloprodajni lanci nastoje da diferenciraju "paket" ponude, izgrade lojalnost potrošača i pozicioniraju se kroz pružanje visokokvalitetnih usluga. Pri tome, usluge koje se pružaju mogu biti brojne i raznovrsne, kao što su: spoljni izgled i unutrašnje uređenje prodajnih objekata, pripremljenost robe za prodaju, izgled i ponašanje prodajnog osoblja, kultura komuniciranja sa potrošačima, ali i usluge koje se pružaju završetkom prodajnog procesa. Potrošači, pored cena i kvali...

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“…26 Contrary, concluded that in (offline) retailing services, customer satisfaction would be dependent on the relationships retailers build with their customers through interactions. 27 In the online shopping context, the interaction between personnel and costumer is an obstacle course, while the customers needed a mechanism to met information. There states that online retailers need to provide more information (e.g.…”

Section: Online Shoppingmentioning

confidence: 99%

The Footwear Online Shopping Experience: Word of Mouse Tell How e-Service Quality Enhance Customer Satisfaction and Loyalty

Susanti¹

2013

IOSR-JBM

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Retailer behavior as determinant of service quality in Indian retailing

Cited by 20 publications

References 50 publications

Validation of a scale of measurement of service quality, image, customer satisfaction and loyalty in traditional trade

Validation of a scale of measurement of service quality, image, customer satisfaction and loyalty in traditional trade

Retail service quality as a base in purchasing decision

The Footwear Online Shopping Experience: Word of Mouse Tell How e-Service Quality Enhance Customer Satisfaction and Loyalty

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