Service Quality Influence Customer Satisfaction and Loyalty
A Study in Organized Food and Grocery Retail
DOI:
https://doi.org/10.25079/ukhjss.v3n1y2019.pp50-61Keywords:
Customer Loyalty, Customer Satisfaction, Food and Grocery, Organized Retail, Service QualityAbstract
Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting new customer and at the same time retain old customers by enhancing Customer satisfaction and Customer Loyalty.
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References
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Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 58(3), 53-66.
Bagozzi, R. P., & Edwards, J. F. (1998). A general approach to construct validation in organizational psychology: Application to the measurement of work values. Organizational Research Methods, 1, 45-87.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Baltas, G., & Papastathopoulou, P. (2003). Shopper characteristics, product and store choice criteria: A survey in the Greek grocery sector. International Journal of Retail and Distribution Management, 31(10), 498-507.
Bateson, J. E. G. (1995). Managing Services Marketing: Text and Reading. 3rd ed. Chicago, IL: The Dryden Press. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. The Journal of Marketing, 54(2), 69-82.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15(3), 156-162.
Cameran, M., Moizer, P. & Pettinicchio, A. (2010). Customer satisfaction, corporate image, and service quality in professional services. The Service Industries Journal, 30, 421-435.
Carmines, E. G., & Zeller, R. A. (1988). Reliability and Validity Assessment. Beverly Hills, CA: SAGE. Chin, W. W. (1998). The partial least squares approach to structural equation modelling. In: Marcoulides, G.A. (Ed.), Modern Business Research Methods. Mahwah, NJ: Lawrence Erlbaum Associates. pp. 295-336.
Chin, W. W. (2001). PLS-Graph User’s Guide. USA: CT Bauer College of Business, University of Houston. Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stories: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
Darian, J. C., Tucci, L. A., & Wiman, A. R. (2001). Perceived salesperson service attributes and retail patronage intentions. International Journal of Retail and Distribution Management, 29(5), 205-213.
Davies, A., Brady, T., & Hobday, M. (2006). Charting a Path toward Integrated Solutions. Sloan Management Review, 47(3), 39-48.
Davison, A. C., Hinkley, D. V., & Young, G. A. (2003). Recent Developments in Bootstrap Methodology. Statistical Science, 18(2), 141-157.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Ellram, L. M., La Londe, B. J., & Webber, M. M. (1999). Retail logistics. International Journal of Physical Distribution and Logistics Management, 29, 477-494.
Fonseca, J. R. (2009). Customer satisfaction study via a latent segment model. Journal of Retailing and Consumer Services, 16(5), 352-359.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. The Journal of Marketing, 56(1), 6-21.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Fox, E., Montgomery, A., & Lodish, L. (2004). Consumer shopping and spending across retail formats. Journal of Business, 77(2), 25-60.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 63(2), 70-87.
Gounaris, S. (2008). Antecedents of internal marketing practice: Some preliminary empirical evidence. International Journal of Service Industry Management, 19(3), 400-434.
Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259-268.
Grewal, R., Cote, J. A., & Baumgartner, H. (2004). Multicollinearity and measurement error in structural equation models: Implications for theory testing. Marketing Science, 24(4), 519-529.
Hair J. F Jr., Anderson, E. R., Tatham, L. R., & Black, C. W. (1998). Multivariate Data Analysis. 5th ed. London: Prentice-Hall.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate Data Analysis. Upper Saddle River: Prentice Hall. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139-151.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27-42.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modelling in international marketing. Advances in International Marketing, 20(1), 277-319.
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty an empirical analysis. Psychology and Marketing, 18(1), 43-66.
Huang, M. (2009). Using service quality to enhance the perceived quality of store brands. Total Quality Management and Business Excellence, 20(2), 241-252.
Huang, M. H. (2009). Using service quality to enhance the perceived quality of store brands. Total Quality Management, 20(2), 241-252.
Huber, F., Herrmann, A., & Wricke, M. (2001). Customer satisfaction as an antecedent of price acceptance: Results of an empirical study. Journal of Product and Brand Management, 10(3), 160-169.
Hui, T. L., Chern, B. H., & Othman, M. (2011). Development of service quality dimensions in Malaysia the case of a multicultural society. SEGi Review, 4, 93-108.
Ihtiyar, A., & Ahmad, F. S. (2012). Impact of intercultural competence on service quality and satisfaction in the grocery retailing: Aconceptual framework. International Journal of Science and Management, 1, 13-28.
Jamal, A., & Adelowore, A. (2008). Customer-employee relationship: The role of self-employee congruence. European Journal of Marketing, 42(11/12), 1316-1345.
Keillor, B. D., Hult, G. T. M., & Kandemir, D. (2004). Astudy of the service encounter in eight countries. Journal of International Marketing, 12(1), 9-35.
Khare, A. (2013). Retail service quality in small retail sector: The Indian experience. Facilities, 31(5/6), 208-222.
Kline, R. B. (1998). Principles and Practice of Structural Equation Modelling. New York: The Guilford Press. Knox, S. (1998). Loyalty based segmentation and the customer development process. European Management Journal, 16(6), 729-737.
Knox, S. D., & Denison, T. J. (2000). Store loyalty: Its impact on retail revenue. An empirical study of purchasing behaviour in the UK. Journal of Retailing and Consumer Services, 7(1), 33-45.
Lin, C. P., Ding, C. G. (2006). Evaluating the group differences in gender during the formation of relationship quality and loyalty in ISP service. Journal of Organizational and End User Computing, 18(1), 38-62.
Liu, T. C., & Wu, L. W. (2007). Customer retention and cross-buying in the banking industry: An integration of service attributes, satisfaction and trust. Journal of Financial Services Marketing, 12(2), 132-145.
Lowry, P. B., & Gaskin, J. (2014). Partial least squares (PLS) structural equation modelling (SEM) for building and testing behavioural causal theory: when to choose it and how to use it. IEEE TPC, 57(2), 123-146.
Naik, C. N. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231-243.
Nair, G. K., & Nair, H. K. (2013). An analysis on customer perception towards service quality variables in selected organized retail outlets. International Journal of Management and Social Sciences Research, 2(1), 56-61.
Newman, K. (2001). Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139.
Olaru, D., Purchase, S. & Peterson, N. (2008). From customer value to repurchase intentions and recommendations. Journal of Business Industry Marketing, 23, 554-565.
Oliver, R. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48. Oliver, R. (1999). Whence customer loyalty? Journal of Marketing, 63, 33-44.
Omar, N. A. & Musa, R. (2011). Measuring service quality in retail loyalty programmes (LPSQual): Implications for retailers’ retention strategies. International Journal of Retail and Distribution Management, 39, 759-784.
Oyeniyi, O., & Abiodun, A. J. (2012). Measuring retail service quality in Nigerian departmental stores. International Journal of Economic Behavior, 2, 37-45.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Perez, M. S., Abad, G. C. J., Carrillo, M. M. G. & Fernandez, S. R. (2007). Effects of service quality dimensions on behavioural purchase intentions. Managing Service Quality, 17, 134-151.
Peterson, R. A., & Kim, Y. (2013). On the relationship between coefficient alpha and composite reliability. Journal of Applied Psychology, 98(1), 194-198.
Rigopoulou, I. D., Tsiotsou, R. H., & Kehagias, J. D. (2008). Shopping orientation-defined segments based on store-choice criteria and satisfaction: An empirical investigation. Journal of Marketing Management, 24(9-10), 979-995.
Ringle, C. M., Wende, S., Will, A. (2005). Smart PLS 2.0(M3) Beta. Smart PLS, Hamburg. Available from: http://www.smartpls.de. [Last Accessed on 2019 Mar 27].
Roy Dholakia, R., & Zhao, M. (2010). Effects of online store attribute on customer satisfaction and repurchase intentions. International Journal of Retail and Distribution Management, 38(7), 482-496.
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Marketing, 20, 152-175.
Singh, S., & Powell, J. (2002). Shopping from Dusk till Dawn. Marketing Week. Sinha, P. K., & Banerjee, A. (2004). Store choice behaviour in an evolving market. International Journal of Retail and Distribution Management, 32(10), 482-494.
Siu, N. Y. M., & Cheung, J. T. H. (2001). A measure of retail service quality. Marketing Intelligence and Planning, 19(2), 88-96.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73-82.
Solgaard, H. S., & Hansen, T. (2003). A hierarchical Bayes model of choice between supermarket formats. Journal of Retailing and Consumer Services, 10, 169-80.
Swanson, S. R., & Kelley, S. W. (2001). Service recovery attributions and word-of-mouth intentions. European Journal of Marketing, 35(1/2), 194-211.
Tenenhaus, M., Vinzi, V., Chatelin, Y. M., Laura, C. (2005). PLS path modelling. Computational Statistics and Data Analysis, 48(1), 159-205.
Thang, D. C. L., & Tan, B. L. B. (2003). Linking consumer perception to preference of retail stores: An empirical assessment of the multi-attributes of store image. Journal of Retailing and Consumer Services, 10(4), 193-200.
Torlak, O., Uzkurt, C., & Ozmen, M. (2010). Dimensions of service quality in grocery retailing: A case from Turkey. Management Research Review, 33(5), 413-422.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 204-212.
Vazquez, R., R. D. Bosque, I. A., Ma Daz, A., & Ruiz, A.V. (2001). Service quality in supermarket retailing: Identifying critical service experiences. Journal of Retailing and Consumer Services, 8, 1-14.
Vazquez, R., Rodrı́guez-Del Bosque, I. A., Dı́az, A. M., & Ruiz, A. V. (2001). Service quality in supermarket retailing: Identifying critical service experiences. Journal of Retailing and Consumer Services, 8(1), 1-14.
Vazquez-Carrasco, R., & Foxall, G.R. (2006). Positive vs. Negative switching barriers: The influence of service consumers’ need for variety. Journal of Consumer Behaviour, 2, 367-379.
Westbrook, R. A. (1981). Sources of consumer satisfaction with retail outlets. Journal of Retailing, 57(3), 68-85. Westland, J. C. (2010). Lower bounds on sample size in structural equation modelling. Electronic Commerce Research and Applications, 9(6), 476-487.
Wetzels, M., Odekerken-Schroder, G., & Van Oppen, C. (2009). Using PLS path modelling for assessing hierarchical construct models: Guidelines and empirical illustration. MISQ, 33(1), 177-195.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495-513.
Yan, R. N., Yurchisin, J., & Watchravesringkan, K. (2011). Does formality matter? Effects of employee clothing formality on consumers’ service quality expectations and store image perceptions. International Journal of Retail and Distribution Management, 39(5), 346-362.
Yoo, C., Park, J., & Mac Innis, D. J. (1998). Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research, 42(3), 253-263.
Zehir, C., Muceldili, B., & Zehir, S. (2012). The moderating effect of ethical climate on the relationship between job satisfaction and organizational commitment: Evidence from large companies in Turkey. Procedia Social and Behavioural Sciences, 58, 734-743.
Zia, A., & Azam, K. A. (2013). Unorganized retail shopping experience in India: An empirical investigation. Pacific Business Review International, 5(7), 7-16.
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 58(3), 53-66.
Bagozzi, R. P., & Edwards, J. F. (1998). A general approach to construct validation in organizational psychology: Application to the measurement of work values. Organizational Research Methods, 1, 45-87.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Baltas, G., & Papastathopoulou, P. (2003). Shopper characteristics, product and store choice criteria: A survey in the Greek grocery sector. International Journal of Retail and Distribution Management, 31(10), 498-507.
Bateson, J. E. G. (1995). Managing Services Marketing: Text and Reading. 3rd ed. Chicago, IL: The Dryden Press. Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. The Journal of Marketing, 54(2), 69-82.
Bodet, G. (2008). Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships. Journal of Retailing and Consumer Services, 15(3), 156-162.
Cameran, M., Moizer, P. & Pettinicchio, A. (2010). Customer satisfaction, corporate image, and service quality in professional services. The Service Industries Journal, 30, 421-435.
Carmines, E. G., & Zeller, R. A. (1988). Reliability and Validity Assessment. Beverly Hills, CA: SAGE. Chin, W. W. (1998). The partial least squares approach to structural equation modelling. In: Marcoulides, G.A. (Ed.), Modern Business Research Methods. Mahwah, NJ: Lawrence Erlbaum Associates. pp. 295-336.
Chin, W. W. (2001). PLS-Graph User’s Guide. USA: CT Bauer College of Business, University of Houston. Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail stories: Scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3-16.
Darian, J. C., Tucci, L. A., & Wiman, A. R. (2001). Perceived salesperson service attributes and retail patronage intentions. International Journal of Retail and Distribution Management, 29(5), 205-213.
Davies, A., Brady, T., & Hobday, M. (2006). Charting a Path toward Integrated Solutions. Sloan Management Review, 47(3), 39-48.
Davison, A. C., Hinkley, D. V., & Young, G. A. (2003). Recent Developments in Bootstrap Methodology. Statistical Science, 18(2), 141-157.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Ellram, L. M., La Londe, B. J., & Webber, M. M. (1999). Retail logistics. International Journal of Physical Distribution and Logistics Management, 29, 477-494.
Fonseca, J. R. (2009). Customer satisfaction study via a latent segment model. Journal of Retailing and Consumer Services, 16(5), 352-359.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. The Journal of Marketing, 56(1), 6-21.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Fox, E., Montgomery, A., & Lodish, L. (2004). Consumer shopping and spending across retail formats. Journal of Business, 77(2), 25-60.
Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. The Journal of Marketing, 63(2), 70-87.
Gounaris, S. (2008). Antecedents of internal marketing practice: Some preliminary empirical evidence. International Journal of Service Industry Management, 19(3), 400-434.
Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259-268.
Grewal, R., Cote, J. A., & Baumgartner, H. (2004). Multicollinearity and measurement error in structural equation models: Implications for theory testing. Marketing Science, 24(4), 519-529.
Hair J. F Jr., Anderson, E. R., Tatham, L. R., & Black, C. W. (1998). Multivariate Data Analysis. 5th ed. London: Prentice-Hall.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate Data Analysis. Upper Saddle River: Prentice Hall. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing Theory and Practice, 19(2), 139-151.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27-42.
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460-478.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modelling in international marketing. Advances in International Marketing, 20(1), 277-319.
Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty an empirical analysis. Psychology and Marketing, 18(1), 43-66.
Huang, M. (2009). Using service quality to enhance the perceived quality of store brands. Total Quality Management and Business Excellence, 20(2), 241-252.
Huang, M. H. (2009). Using service quality to enhance the perceived quality of store brands. Total Quality Management, 20(2), 241-252.
Huber, F., Herrmann, A., & Wricke, M. (2001). Customer satisfaction as an antecedent of price acceptance: Results of an empirical study. Journal of Product and Brand Management, 10(3), 160-169.
Hui, T. L., Chern, B. H., & Othman, M. (2011). Development of service quality dimensions in Malaysia the case of a multicultural society. SEGi Review, 4, 93-108.
Ihtiyar, A., & Ahmad, F. S. (2012). Impact of intercultural competence on service quality and satisfaction in the grocery retailing: Aconceptual framework. International Journal of Science and Management, 1, 13-28.
Jamal, A., & Adelowore, A. (2008). Customer-employee relationship: The role of self-employee congruence. European Journal of Marketing, 42(11/12), 1316-1345.
Keillor, B. D., Hult, G. T. M., & Kandemir, D. (2004). Astudy of the service encounter in eight countries. Journal of International Marketing, 12(1), 9-35.
Khare, A. (2013). Retail service quality in small retail sector: The Indian experience. Facilities, 31(5/6), 208-222.
Kline, R. B. (1998). Principles and Practice of Structural Equation Modelling. New York: The Guilford Press. Knox, S. (1998). Loyalty based segmentation and the customer development process. European Management Journal, 16(6), 729-737.
Knox, S. D., & Denison, T. J. (2000). Store loyalty: Its impact on retail revenue. An empirical study of purchasing behaviour in the UK. Journal of Retailing and Consumer Services, 7(1), 33-45.
Lin, C. P., Ding, C. G. (2006). Evaluating the group differences in gender during the formation of relationship quality and loyalty in ISP service. Journal of Organizational and End User Computing, 18(1), 38-62.
Liu, T. C., & Wu, L. W. (2007). Customer retention and cross-buying in the banking industry: An integration of service attributes, satisfaction and trust. Journal of Financial Services Marketing, 12(2), 132-145.
Lowry, P. B., & Gaskin, J. (2014). Partial least squares (PLS) structural equation modelling (SEM) for building and testing behavioural causal theory: when to choose it and how to use it. IEEE TPC, 57(2), 123-146.
Naik, C. N. K., Gantasala, S. B., & Prabhakar, G. V. (2010). Service quality (servqual) and its effect on customer satisfaction in retailing. European Journal of Social Sciences, 16(2), 231-243.
Nair, G. K., & Nair, H. K. (2013). An analysis on customer perception towards service quality variables in selected organized retail outlets. International Journal of Management and Social Sciences Research, 2(1), 56-61.
Newman, K. (2001). Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139.
Olaru, D., Purchase, S. & Peterson, N. (2008). From customer value to repurchase intentions and recommendations. Journal of Business Industry Marketing, 23, 554-565.
Oliver, R. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25-48. Oliver, R. (1999). Whence customer loyalty? Journal of Marketing, 63, 33-44.
Omar, N. A. & Musa, R. (2011). Measuring service quality in retail loyalty programmes (LPSQual): Implications for retailers’ retention strategies. International Journal of Retail and Distribution Management, 39, 759-784.
Oyeniyi, O., & Abiodun, A. J. (2012). Measuring retail service quality in Nigerian departmental stores. International Journal of Economic Behavior, 2, 37-45.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Perez, M. S., Abad, G. C. J., Carrillo, M. M. G. & Fernandez, S. R. (2007). Effects of service quality dimensions on behavioural purchase intentions. Managing Service Quality, 17, 134-151.
Peterson, R. A., & Kim, Y. (2013). On the relationship between coefficient alpha and composite reliability. Journal of Applied Psychology, 98(1), 194-198.
Rigopoulou, I. D., Tsiotsou, R. H., & Kehagias, J. D. (2008). Shopping orientation-defined segments based on store-choice criteria and satisfaction: An empirical investigation. Journal of Marketing Management, 24(9-10), 979-995.
Ringle, C. M., Wende, S., Will, A. (2005). Smart PLS 2.0(M3) Beta. Smart PLS, Hamburg. Available from: http://www.smartpls.de. [Last Accessed on 2019 Mar 27].
Roy Dholakia, R., & Zhao, M. (2010). Effects of online store attribute on customer satisfaction and repurchase intentions. International Journal of Retail and Distribution Management, 38(7), 482-496.
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Marketing, 20, 152-175.
Singh, S., & Powell, J. (2002). Shopping from Dusk till Dawn. Marketing Week. Sinha, P. K., & Banerjee, A. (2004). Store choice behaviour in an evolving market. International Journal of Retail and Distribution Management, 32(10), 482-494.
Siu, N. Y. M., & Cheung, J. T. H. (2001). A measure of retail service quality. Marketing Intelligence and Planning, 19(2), 88-96.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail and Distribution Management, 28(2), 73-82.
Solgaard, H. S., & Hansen, T. (2003). A hierarchical Bayes model of choice between supermarket formats. Journal of Retailing and Consumer Services, 10, 169-80.
Swanson, S. R., & Kelley, S. W. (2001). Service recovery attributions and word-of-mouth intentions. European Journal of Marketing, 35(1/2), 194-211.
Tenenhaus, M., Vinzi, V., Chatelin, Y. M., Laura, C. (2005). PLS path modelling. Computational Statistics and Data Analysis, 48(1), 159-205.
Thang, D. C. L., & Tan, B. L. B. (2003). Linking consumer perception to preference of retail stores: An empirical assessment of the multi-attributes of store image. Journal of Retailing and Consumer Services, 10(4), 193-200.
Torlak, O., Uzkurt, C., & Ozmen, M. (2010). Dimensions of service quality in grocery retailing: A case from Turkey. Management Research Review, 33(5), 413-422.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 204-212.
Vazquez, R., R. D. Bosque, I. A., Ma Daz, A., & Ruiz, A.V. (2001). Service quality in supermarket retailing: Identifying critical service experiences. Journal of Retailing and Consumer Services, 8, 1-14.
Vazquez, R., Rodrı́guez-Del Bosque, I. A., Dı́az, A. M., & Ruiz, A. V. (2001). Service quality in supermarket retailing: Identifying critical service experiences. Journal of Retailing and Consumer Services, 8(1), 1-14.
Vazquez-Carrasco, R., & Foxall, G.R. (2006). Positive vs. Negative switching barriers: The influence of service consumers’ need for variety. Journal of Consumer Behaviour, 2, 367-379.
Westbrook, R. A. (1981). Sources of consumer satisfaction with retail outlets. Journal of Retailing, 57(3), 68-85. Westland, J. C. (2010). Lower bounds on sample size in structural equation modelling. Electronic Commerce Research and Applications, 9(6), 476-487.
Wetzels, M., Odekerken-Schroder, G., & Van Oppen, C. (2009). Using PLS path modelling for assessing hierarchical construct models: Guidelines and empirical illustration. MISQ, 33(1), 177-195.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495-513.
Yan, R. N., Yurchisin, J., & Watchravesringkan, K. (2011). Does formality matter? Effects of employee clothing formality on consumers’ service quality expectations and store image perceptions. International Journal of Retail and Distribution Management, 39(5), 346-362.
Yoo, C., Park, J., & Mac Innis, D. J. (1998). Effects of store characteristics and in-store emotional experiences on store attitude. Journal of Business Research, 42(3), 253-263.
Zehir, C., Muceldili, B., & Zehir, S. (2012). The moderating effect of ethical climate on the relationship between job satisfaction and organizational commitment: Evidence from large companies in Turkey. Procedia Social and Behavioural Sciences, 58, 734-743.
Zia, A., & Azam, K. A. (2013). Unorganized retail shopping experience in India: An empirical investigation. Pacific Business Review International, 5(7), 7-16.
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2019-06-24
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How to Cite
Service Quality Influence Customer Satisfaction and Loyalty: A Study in Organized Food and Grocery Retail. (2019). UKH Journal of Social Sciences, 3(1), 50-61. https://doi.org/10.25079/ukhjss.v3n1y2019.pp50-61
