Retail service quality as a key activator of grocery store loyalty

Elisa Martinelli and Bernardo Balboni

The Service Industries Journal, 2011, vol. 32, issue 14, 2233-2247

Abstract: This paper demonstrates the crucial role of retail service quality as a key activator in the formation of customer loyalty to the store; the latter is understood in a conative and action sense. Applying a modified version of the RSQS scale, a model is tested by administering a questionnaire to 450 customers in an under-investigated retail setting, i.e. supermarkets, within the Italian context. Structural equation modelling was employed. The results prove that customers consider retail service quality as a second-order dimension and recognize the main contribution of physical aspects and reliability first-order dimensions. Findings corroborate the crucial role played by perceived service quality and the mediating role of customer satisfaction and conative loyalty within the relationship between service quality and action loyalty.

Date: 2011
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DOI: 10.1080/02642069.2011.582499

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