Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade
The retail industry’s ability to create satisfactory experiences for consumers remains to a considerable degree in the hands of management and retail staff. This research’s central purpose was to validate an instrument that assesses the perceived quality of service, brand image, customer satisfa...
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| Format: | Article |
| Language: | English |
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University of Algarve, ESGHT/CINTURS
2019-07-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://www.tmstudies.net/index.php/ectms/article/view/1161/pdf_136 |
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| _version_ | 1832570478711013376 |
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| author | Cláudia Miranda Veloso Ana Paula Monte |
| author_facet | Cláudia Miranda Veloso Ana Paula Monte |
| author_sort | Cláudia Miranda Veloso |
| collection | DOAJ |
| description | The retail industry’s ability to create satisfactory experiences for
consumers remains to a considerable degree in the hands of
management and retail staff. This research’s central purpose was to
validate an instrument that assesses the perceived quality of service,
brand image, customer satisfaction and loyalty to traditional retail
stores in Portugal. The findings suggest that the scale’s 28 items can
be grouped into four main dimensions and applied to Portuguese
traditional retail businesses with good results. In addition, this
questionnaire can be a useful tool for traditional retail stores seeking
to understand customers’ perceptions. The assessment scale also
facilitates the ongoing search for customer satisfaction and loyalty by
revealing their drivers and moving traditional trade further along the
path towards quality service and better brand image. These
strategies, in turn, are reflected in excellent organisational
performance and higher profitability. |
| format | Article |
| id | doaj-art-1d13fc0e0848422db05d850ebe568376 |
| institution | Kabale University |
| issn | 2182-8466 |
| language | English |
| publishDate | 2019-07-01 |
| publisher | University of Algarve, ESGHT/CINTURS |
| record_format | Article |
| series | Tourism & Management Studies |
| spelling | doaj-art-1d13fc0e0848422db05d850ebe5683762025-02-02T15:18:03ZengUniversity of Algarve, ESGHT/CINTURSTourism & Management Studies2182-84662019-07-01153273410.18089/tms.2019.150303Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional tradeCláudia Miranda Veloso0Ana Paula Monte 1GOVCOPP, UNIAG, ESTGA, University of Aveiro, Polytechnic Institute of Bragança, Portugal UNIAG, Polytechnic Institute of Bragança, PortugalThe retail industry’s ability to create satisfactory experiences for consumers remains to a considerable degree in the hands of management and retail staff. This research’s central purpose was to validate an instrument that assesses the perceived quality of service, brand image, customer satisfaction and loyalty to traditional retail stores in Portugal. The findings suggest that the scale’s 28 items can be grouped into four main dimensions and applied to Portuguese traditional retail businesses with good results. In addition, this questionnaire can be a useful tool for traditional retail stores seeking to understand customers’ perceptions. The assessment scale also facilitates the ongoing search for customer satisfaction and loyalty by revealing their drivers and moving traditional trade further along the path towards quality service and better brand image. These strategies, in turn, are reflected in excellent organisational performance and higher profitability.https://www.tmstudies.net/index.php/ectms/article/view/1161/pdf_136servperfimagesatisfactionloyaltyportuguese retail industry |
| spellingShingle | Cláudia Miranda Veloso Ana Paula Monte Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade Tourism & Management Studies servperf image satisfaction loyalty portuguese retail industry |
| title | Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade |
| title_full | Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade |
| title_fullStr | Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade |
| title_full_unstemmed | Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade |
| title_short | Validation of a measurement scale of service quality, image, customer satisfaction and loyalty in traditional trade |
| title_sort | validation of a measurement scale of service quality image customer satisfaction and loyalty in traditional trade |
| topic | servperf image satisfaction loyalty portuguese retail industry |
| url | https://www.tmstudies.net/index.php/ectms/article/view/1161/pdf_136 |
| work_keys_str_mv | AT claudiamirandaveloso validationofameasurementscaleofservicequalityimagecustomersatisfactionandloyaltyintraditionaltrade AT anapaulamonte validationofameasurementscaleofservicequalityimagecustomersatisfactionandloyaltyintraditionaltrade |