NDLI: Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores

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Linking customer loyalty to customer satisfaction and store image: a structural model for retail stores

Content Provider	Springer Nature Link
Author	Thomas, Sam
Copyright Year	2013
Abstract	Customer loyalty has become a major concern for retail stores across the globe. A loyal customer is a source of competitive advantage through repeat purchase and positive word of mouth. India is on the verge of a retail revolution with the government planning to allow the entry of foreign retail giants to set up shops in India. The specific objective of this research was to develop an empirical model linking customer loyalty to customer satisfaction and store image. Based on the data collected from customers with leading supermarkets in India, a structural model was developed explaining 76.2 % of the variance in the customer loyalty. The study validated the measurement model of customer satisfaction and studied its impact on customer loyalty. The store image was also seen to have a positive impact on customer loyalty through the mediating variable customer satisfaction.
Starting Page	15
Ending Page	25
Page Count	11
File Format	PDF
ISSN	03040941
Journal	DECISION
Volume Number	40
Issue Number	1-2
e-ISSN	21971722
Language	English
Publisher	Springer India
Publisher Date	2013-10-18
Publisher Institution	Indian Institute of Management Calcutta
Publisher Place	India
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Retail stores Customer loyalty Customer satisfaction Store image Structural equation models Management/Business for Professionals India
Content Type	Text
Resource Type	Article

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