Store attributes leading customer satisfaction with unplanned purchases

Martínez–Ruiz, María Pilar; Resino, Juan José Blázquez; Pino, Giovanni

doi:10.1080/02642069.2017.1315409

Cited by 10 publications

(8 citation statements)

References 73 publications

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“…Facilities were measured through eight questions [6,24], Personnel Interaction was measured through five questions [6] [25], Store Ambience was measured through nine questions [26,27], Accessibility was measured through five questions [6,28], Auxiliary Services was measured through five questions [6,29], Advertising was measured through seven questions, Promotion was measured through four questions [6,31], Reliability was measured through ten questions [6,32], and Product Quality was measured through eight questions [17,33].…”

Section: Measurmentmentioning

confidence: 99%

Brand Positioning Fuel Stations on High-Tier Fuel Category

Permana¹,

Balqiah²

2021

Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)

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Companies need to build and maintain a competitive advantage. In the retail industry, the competition landscape will change when global brands enter the market, i.e. gas stations in Indonesia. Hence, it is essential to identify brand positioning in consumers' minds compared to competitor brands. This study examines the positioning of significant gas stations based on some attributes that refer to previous studies and in-depth interviews. The objects are high-tier fuel managed by three major brands, namely Pertamina, Shell, and British Petroleum (BP). Using purposive sampling and online surveys, data were collected from 256 respondents of Pertamina, Shell, and BP, further analyzed by Multi-Dimensional Scaling in developing a perceptual map. The findings indicate that Pertamina is perceived as more related to the station's tangible aspects, while Shell and BP were perceived as related to brand image and services. Even though the products are similar, this study clarifies differences in how consumers perceived these brands.

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Section: Measurmentmentioning

confidence: 99%

Brand Positioning Fuel Stations on High-Tier Fuel Category

Permana¹,

Balqiah²

2021

Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020)

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“…They suggested that all such efforts except the product efforts were positively related to customers’ perceptions of relationship investment (De Wulf et al , 2003). These factors were collectively termed as store-level attributes (Chang et al , 2015; Martínez-Ruiz et al , 2017). Details of each of the attributes are discussed below.…”

Section: Conceptual Model and Hypothesesmentioning

confidence: 99%

Store attributes, relationship investment, culture, religiosity and relationship quality

Deb

2018

IJRDM

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Purpose The purpose of this paper is to investigate the impact of store-level attributes, relationship investment, culture and religiosity on relationship quality. Design/methodology/approach To attain the above objective, data were collected from 350 customers from India and Nigeria. Data were analyzed using SPSS and AMOS. Findings In the present study, empirical evidence was found for the impact of most of the store’s positioning attributes on perceived relationship investment and relationship quality, in India and Nigeria. Factors like personalization and their impact on relationship investment and quality were not supported in Nigeria. Additionally, religiosity was found to impact relationship quality only in case of Nigerian customers. Cultural differences were also found between consumers of both these countries. Originality/value The present study contributes to the theory of consumer behavior and cross-cultural studies by examining the effect of the relationship between various cultural dimensions and religiosity on customer’s commitment with a store, which to the author’s best knowledge is not done before. The present study makes important contribution to the existing literature of relationship quality in three ways: first, by specifying important store-level attributes that impact customer’s perception about relationship investment. By applying these practices, retailers can guide customer’s perception of relationship investment, second, this study confirmed the impact of relationship investment on relationship quality, thus demonstrating the retailers as to why should they invest time and effort in building positive perception about relationship investment, third, this study is first of its kind to have investigated the impact of culture and religiosity on the perception of relationship investment and relationship quality.

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“…A study by Martinez-Ruiz et al [40] reflected the periodic time difference (2008 and 2013) from the economic crisis onwards, and investigated the effect relationship between the shop attributes and customer satisfaction over unplanned buying in Spain. First, the shop attributes were derived to be three each in 2008 and 2013.…”

Section: Literature Reviewmentioning

confidence: 99%

“…In other words, such a result affects customer satisfaction-though differently when considering food versus non-food outlets. In relation, there are many studies on shop attributes and customer satisfaction levels [39][40][41]. When choosing a shop, a consumer considers the facilities/services, environmental factors, accessibility, shop mood, salespersons, and their competencies, and so on, as their main factors.…”

Section: Literature Reviewmentioning

confidence: 99%

“…From previous studies, such as [51,52] etc., this study deduces four factors: convenience, product, atmosphere, and location. Hence the shop and commercial district selection attributes relevant to government business support are as follows: convenience [20,40,[53][54][55], product [20,27,40,[55][56][57], store atmosphere [40,48,55,58,59] and location [20,37,39,40,48,55,[60][61][62].…”

Section: Literature Reviewmentioning

confidence: 99%

See 1 more Smart Citation

Examining the Effectiveness of Government Policy for Retail Districts: Evidence from Korea

2018

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This paper seeks to measure the effects of policy on the self-employed conducting business in traditional retail districts. To verify policy we performed a practical analysis utilizing the multinomial logit model on the relationship between consumption behaviors and the attendant satisfaction level of consumers in the urban commercial districts. We first identified traditional retail districts that had received government policy support and those that had not. We then visited these districts to survey the satisfaction levels of customers. In total, 400 people were surveyed for this study. The results show that political support for the self-employed who conduct business inside the traditional retail districts has a partial effect. Especially, for the policy beneficiaries, the customer's satisfaction level in specific political support has a very important meaning. The study analyzed the factors necessary for the continuous growth of traditional retail districts, considering consumption behaviors and shop selection attributes. We argue that government support can help sustain regional commercial districts and the individual self-employed through consumer behavior and the magnification of satisfaction levels.

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Store attributes leading customer satisfaction with unplanned purchases

Cited by 10 publications

References 73 publications

Brand Positioning Fuel Stations on High-Tier Fuel Category

Brand Positioning Fuel Stations on High-Tier Fuel Category

Store attributes, relationship investment, culture, religiosity and relationship quality

Examining the Effectiveness of Government Policy for Retail Districts: Evidence from Korea

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