Factors adversely influencing retail patronage: an empirical investigation in the USA

Michael J. Dotson and Dinesh S. Dave

International Journal of Business Performance Management, 2008, vol. 10, issue 1, 17-29

Abstract: Researchers have shown that there is a relationship between the retail environment and revenue in retail and service outlet stores, satisfaction and product selections and evaluations. A consumer's retail experience is affected by their emotional states, retail store attributes and parking facilities. The purpose of the present study is to identify those factors likely to affect negatively retail patronage. Focus group interviews identified 19 negative attributes. A survey instrument was developed and randomly administered via mall intercept. The factors that adversely influence the retail consumer perceptions of a retail store in order of importance are personnel related, product and pricing related, hygiene related, store ambience, parking convenience and shopping convenience. Factor importance across demographic groups was analysed. The results of this study suggest the areas of potential concern to which retail management should develop proactive strategies. Finally, implications and directions for future research are discussed.

Keywords: customer satisfaction; customer dissatisfaction; customer expectations; retail business performance; retailing; retail patronage; USA; United States; retail management. (search for similar items in EconPapers)
Date: 2008
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=15918 (text/html)
Access to full text is restricted to subscribers.

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:ids:ijbpma:v:10:y:2008:i:1:p:17-29

Access Statistics for this article

More articles in International Journal of Business Performance Management from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().