Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets

Martínez-Ruiz, María Pilar, Jiménez-Zarco, Ana Isabel and Alicia Izquierdo-Yusta
Authors registered in the RePEc Author Service: María Pilar Martínez-Ruiz

Journal of Retailing and Consumer Services, 2010, vol. 17, issue 4, 278-285

Abstract: The marketing literature has shown how certain attributes of the store are key for grocery retailers to differentiate themselves in the final markets. From this preliminary consideration the present work proposes a step forward by ascertaining the main factors that underlie the attributes of the store which have already been identified in the literature. All of this is taken into account with the object to examine which of these factors presents a greater influence on customer satisfaction. To test the proposed analysis, a sample of 358 Spanish customers that had carried out their purchase in different types of grocery stores (in particular, hypermarkets and supermarkets) has been analyzed considering a key variable of retail patronage behavior: the store format in which the purchase had been carried out. This study has enabled us to obtain interesting conclusions about the variables that have the most influence on customer satisfaction, providing useful managerial recommendations for decision-making in grocery retailing.

Keywords: Customer satisfaction; Grocery stores; Store attribute perceptions; Retail patronage behavior (search for similar items in EconPapers)
Date: 2010
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:17:y:2010:i:4:p:278-285

DOI: 10.1016/j.jretconser.2010.02.005

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