The impact of retail store format on the satisfaction-loyalty link: An empirical investigation

Omid Kamran-Disfani, Murali K. Mantrala, Alicia Izquierdo-Yusta and María Pilar Martínez-Ruiz

Journal of Business Research, 2017, vol. 77, issue C, 14-22

Abstract: Maintaining and improving customer loyalty is an important strategic goal for businesses as competition has intensified in almost all sectors of the economy. Retailers, in particular, feel the need to invest in customer loyalty more than ever before as channels and store format alternatives available for consumers to shop at have proliferated. However, current research in marketing provides little guidance to retail managers about developing and sustaining shopper loyalty across different store formats. Toward filling this gap, the present research examines the shopper satisfaction-loyalty link in two different store formats (supermarkets and hypermarkets). Using data from surveys of 505 Spanish shoppers at both types of retail formats, we examined how shoppers' attitudinal and behavioral loyalty develop differently. Our results reveal important differences and offer directions for the pursuit of different strategies by supermarkets and hypermarkets. The specific strategies, and the implications of this research for theory and practice are discussed.

Keywords: Satisfaction-loyalty link; Retail store format; Supermarket; Hypermarket; Structural equation modeling (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (26)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:77:y:2017:i:c:p:14-22

DOI: 10.1016/j.jbusres.2017.04.004

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