The influence of store image on customer satisfaction: a case study of a shoe store
Knowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a stru...
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| Format: | Article |
| Language: | English |
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FUCAPE Business School
2010-01-01
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| Series: | BBR: Brazilian Business Review |
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| Online Access: | http://www.redalyc.org/articulo.oa?id=123021648004 |
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| _version_ | 1825207357783670784 |
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| author | Tarsis Souza Silva Janaina de Moura Engracia Giraldi |
| author_facet | Tarsis Souza Silva Janaina de Moura Engracia Giraldi |
| author_sort | Tarsis Souza Silva |
| collection | DOAJ |
| description | Knowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty. |
| format | Article |
| id | doaj-art-a4607854d326492683e4554f62508f20 |
| institution | Kabale University |
| issn | 1807-734X |
| language | English |
| publishDate | 2010-01-01 |
| publisher | FUCAPE Business School |
| record_format | Article |
| series | BBR: Brazilian Business Review |
| spelling | doaj-art-a4607854d326492683e4554f62508f202025-02-06T23:39:29ZengFUCAPE Business SchoolBBR: Brazilian Business Review1807-734X2010-01-01726077The influence of store image on customer satisfaction: a case study of a shoe storeTarsis Souza SilvaJanaina de Moura Engracia GiraldiKnowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty.http://www.redalyc.org/articulo.oa?id=123021648004store imageretailingcustomer satisfactionshoe sector |
| spellingShingle | Tarsis Souza Silva Janaina de Moura Engracia Giraldi The influence of store image on customer satisfaction: a case study of a shoe store BBR: Brazilian Business Review store image retailing customer satisfaction shoe sector |
| title | The influence of store image on customer satisfaction: a case study of a shoe store |
| title_full | The influence of store image on customer satisfaction: a case study of a shoe store |
| title_fullStr | The influence of store image on customer satisfaction: a case study of a shoe store |
| title_full_unstemmed | The influence of store image on customer satisfaction: a case study of a shoe store |
| title_short | The influence of store image on customer satisfaction: a case study of a shoe store |
| title_sort | influence of store image on customer satisfaction a case study of a shoe store |
| topic | store image retailing customer satisfaction shoe sector |
| url | http://www.redalyc.org/articulo.oa?id=123021648004 |
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