Work

Measuring customer satisfaction with some of the controllable elements of the total retail experience: An exploratory study

Year: 2001

Type: article

Abstract: Total retail experience is, for the purposes of this study, defined as all the elements that encourage or inhibit consumers during their contact with a retailer. This article reports on the influence of three dimensions of consumers’ total retail experience on their satisfaction levels. The items used to measure the theoretical model demonstrate sufficient reliability and discriminant validity. The theoretical model is then tested using a structural equation modeling approach. Although not a test of a comprehensive model of the total retail experience, the study does shows that the personal interaction between retail employee and customer on the one hand, and physical cues on the other hand, impact strongly on customer satisfaction.

Source: South African Journal of Business Management

DOI: 10.4102/sajbm.v32i2.719

Authors: N. S. Terblanche, C. Boshoff

Institution: Stellenbosch University

Language: English

Topic: Consumer Retail Behavior Studies

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: gold

Estimated APC paid: $650

OpenAlex ID: W2968005535

FWCI: 2.333

Cites: 17

Cited by: 36

Related to: 10