The DOI matches its Crossref record; 4 of the 4 references it cites were found in a registry or an index.
An examination of the relationship between service quality, customer satisfaction, and store loyalty
Abstract
Using a national random telephone survey of 542 shoppers, examines the relationship between service quality, customer satisfaction, and store loyalty within the retail department store context. Tests two complementary models that examine this interrelationship. Empirically examines the relative attitude construct put forth by Dick and Basu. The results indicate that service quality influences relative attitude and satisfaction with department stores. Satisfaction influences relative attitude, repurchase, and recommendation but has no direct effect on store loyalty. Fostering favorable relative attitude and getting customers to recommend the product or service holds key to fostering store loyalty. Results also indicate support for Oliver’s four‐stage cognitive‐affective‐conative‐action model of loyalty.
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Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
Construct Validity: A Review of Basic Issues and Marketing Practices
Peter, J. P. (1981) · Journal of Marketing Research · doi:10.2307/3150948 · Cited by 1,189
Cited by
Service quality and customer loyalty perspectives on two levels of retail relationships
Wong, A., & Sohal, A. (2003) · Journal of Services Marketing · doi:10.1108/08876040310486285 · Cited by 406
The influence of brand experience and service quality on customer engagement
Prentice, C., Wang, X., & Loureiro, S. M. C. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.04.020 · Cited by 367
The effect of website features in online relationship marketing: A case of online hotel booking
Bilgihan, A., & Bujisic, M. (2015) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2014.09.001 · Cited by 308
Priporas, C.-V., Stylos, N., Rahimi, R., & Vedanthachari, L. N. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-08-2016-0420 · Cited by 228
A comprehensive model of customer trust in two retail stores
Guenzi, P., Johnson, M. D., & Castaldo, S. (2009) · Journal of Service Management · doi:10.1108/09564230910964408 · Cited by 191
Metadata
- Authors
- Sivadas, E., & Baker‐Prewitt, J. L.
- Venue
- International Journal of Retail & Distribution Management
- Publisher
- Emerald
- Published
- 2000-03-01
- Volume
- 28
- Issue
- 2
- Pages
- 73-82
- ISSN
- 0959-0552 (ISSN-L)
- OpenAlex
- W1983883977
- Cited by
- 833
- References
- 4
- FWCI
- 19.95
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
