Scale for Service Quality and Customer Loyalty in Groceries
Background: Local trade is currently under the threat of competition from department stores; thus, it is crucial to concentrate on satisfaction and loyalty. Aims: to develop an instrument to evaluate satisfaction and loyalty in delicatessens and to study the influence of socio-demographic variables...
| Autor Principal: | Fornieles, Albert; Universitat Autònoma de Barcelona (Spain) |
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| Otros Autores: | Penelo, Eva; Universitat Autònoma de Barcelona (Spain), Berbel, Gaspar; Universitat Autònoma de Barcelona (Spain), Prat, Remei; Universitat Autònoma de Barcelona (Spain) |
| Formato: | info:eu-repo/semantics/article |
| Idioma: | spa |
| Publicado: |
Pontificia Universidad Javeriana
2014
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| Materias: | |
| Acceso en línea: |
http://revistas.javeriana.edu.co/index.php/revPsycho/article/view/5413 |
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| Sumario: |
Background: Local trade is currently under the threat of competition from department stores; thus, it is crucial to concentrate on satisfaction and loyalty. Aims: to develop an instrument to evaluate satisfaction and loyalty in delicatessens and to study the influence of socio-demographic variables on these aspects. Method: A personal interview was applied that was composed of 36 items grouped into six dimensions: treatment of costumers, facilities, product, services, loyalty and value added, conducted with 712 participants. Results: Positive and homogenous overall scores were obtained, specially product, loyalty and handling of customer scales, the latter being the most explicative factor of satisfaction. Men and the 21-35 year age group show low satisfaction. Conclusions: Three scales are positively associated with the loyalty scale. |
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