The influence of store image on customer satisfaction: a case study of a shoe store

Tarsis Souza Silva and Janaina de Moura Engracia Giraldi
Additional contact information
Tarsis Souza Silva: University of São Paulo - USP
Janaina de Moura Engracia Giraldi: University of São Paulo -USP

Brazilian Business Review, 2010, vol. 7, issue 2, 60-77

Abstract: Knowledge of customers’ image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty. Classification-JEL:

Keywords: Store image; retailing; customer satisfaction; shoe sector. (search for similar items in EconPapers)
Date: 2010
References: View complete reference list from CitEc
Citations: View citations in EconPapers (4)

Downloads: (external link)
http://bbronline.com.br/index.php/bbr/article/download/342/517 Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:bbz:fcpbbr:v:7:y:2010:i:2:p:60-77

Access Statistics for this article

Brazilian Business Review is currently edited by Emerson Mainardes

More articles in Brazilian Business Review from Fucape Business School Fucape Business School Brazilian Business Review Av. Fernando Ferrari, 1358, Boa Vista CEP 29075-505 Vitória-ES. Contact information at EDIRC.
Bibliographic data for series maintained by Sarah Lasso ( this e-mail address is bad, please contact ).