oa South African Journal of Economic and Management Sciences - The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers
|Article Title||The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers|
|© Publisher:||University of Pretoria|
|Journal||South African Journal of Economic and Management Sciences|
|Affiliations||1 *Department of Business Management, University of Stellenbosch **Department of Business Management, University of Port Elizabeth|
|Publication Date||Mar 2001|
|Pages||99 - 117|
|Keyword(s)||Customer satisfaction, Fast food restaurants, JEL, L 81, Retail experience, Retail shopping, Shopping experience and Supermarket retailers|
ISI Social Science
Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.
Article metrics loading...