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Impact of Retail Attributes on Store Choice , Customer Satisfaction and Customer Loyalty for Premium Denim
| Content Provider | Semantic Scholar |
|---|---|
| Author | Moore, Marguerite |
| Copyright Year | 2011 |
| Abstract | OWEN, MADISON EVERETT. Impact of Retail Attributes on Store Choice, Customer Satisfaction and Customer Loyalty for Premium Denim. (Under the direction of Dr. Marguerite Moore.) The purpose of the research was to determine the impact of retail attributes on shopping behaviors for the premium denim customer. Specifically, the study examined the influence of retail attributes on store choice, customer satisfaction and customer loyalty in the context of premium denim shopping. This study used a quantitative research design; a questionnaire was distributed to shoppers in an upscale department store retail environment in order to collect data. The questionnaire included four sections: initial screening questions focused on premium denim buying behavior, retail attribute importance, store choice behaviors, satisfaction and loyalty measures and demographic information. The methodology design was designed to target premium denim shoppers in a retail environment in order to gain immediate judgments. A convenience sample of premium denim shoppers by a store intercept technique was used for the study. The sample consisted of 101 female respondents and was collected in an upscale department store in Raleigh, North Carolina. To observe the impact of retail attributes on store choice, customer satisfaction, and customer loyalty for the premium denim shopper, the study used a path model approach. Principal Components Analysis (PCA) was used in a preliminary analysis to evaluate the dimensionality of retail attributes, store choice, satisfaction and loyalty and rotated factor matrices using a varimax method were used to identify three retail attribute factors (Service, Environmental, and Brands/Promotions), four store choice factors (Traditional Department Stores, Boutiques, Online Department Stores/Boutiques, and Upscale Department Stores), and two Satisfaction and Loyalty factors. The path analysis found potential relationships and evaluated the model fit, resulting in a best-fitting model with seven significant paths. Results suggest the Service factor (including sales associates, customer service and store credit cards) and the Brands/Promotions factor (including favorite premium denim brands and the offering of promotions/sales) to be the most influential on store choice (Upscale Department, Boutique and Online Department/Boutique) for the premium denim shopper. Additionally, the following factors had significant relationships: customer satisfaction to customer loyalty, the Environmental factor (store environment, merchandising of premium denim, and easy shopping environment) to customer satisfaction, and the Upscale Department factor led to customer loyalty. Impact of Retail Attributes on Store Choice, Customer Satisfaction and Customer Loyalty for Premium Denim by Madison Everett Owen A thesis submitted to the Graduate Faculty of North Carolina State University in partial fulfillment of the requirements for the degree of Master of Science |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | https://repository.lib.ncsu.edu/bitstream/handle/1840.16/6686/etd.pdf?isAllowed=y&sequence=1 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
