Understanding the role of service attributes in consumer small retailer relationships: findings from Pakistan

Arsalan Najmi, Syed Fahad Ali, Waqar Ahmed, Kanagi Kanapathy and Azmin Azliza Aziz

International Journal of Management Practice, 2021, vol. 14, issue 2, 198-216

Abstract: The purpose of this study is to identify the impact of service attributes consisting of assortment, service and store environment, on satisfaction and relationships among consumers and small retailers. Further, the impact of satisfaction and relationship was also analysed on loyalty. The sample size for this study was 318 grocery retail customers. Partial least square structural equation modelling has been used as a statistical technique. It was concluded that all independent variables had significant positive impact on dependent variables, except that assortment was found to have no significant impact on the relationship. Findings of the study are discussed whereas practical implications are also highlighted.

Keywords: assortment; service; store environment; satisfaction; relationship; loyalty; Pakistan. (search for similar items in EconPapers)
Date: 2021
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=113832 (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:ijmpra:v:14:y:2021:i:2:p:198-216

Access Statistics for this article

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