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Source: www.austrade.gov.au/ArticleDocuments/1418/RTE3-Presentation-Harsh-Puri.pdf.aspx

STORE LOYALTY IN NEW ZELAND

http://smib.vuw.ac.nz:8081/www/ANZMAC2000/CDsite/papers/g/Gendall1.PDF

STORE LOYALTYhttp://eprints.vu.edu.au/364/1/Shoppers.pdf 

ABSTRACT

In this research study, grocery shoppers were interviewed to identify the factors thatinfluence satisfaction with their primary store and the factors that encourage them to

continue patronising this store despite being presented with an inducement to shop at

another store. The study estimated two models; one predicting store satisfaction and theother predicting store loyalty. The results demonstrate that the significant factors that

contribute to store satisfaction have little in common with the factors that impel shoppersto stay store loyal. Moreover, there was no evidence from this study that shoppers' overallstore satisfaction was by itself a significant influence on their continued patronage of the

store. Retail firms often do not recognise that the elements that contribute to customer 

satisfaction are different from those factors that help sustain store loyalty andconsequently do not separate their resources between the two sets. Unless retail firms

remain vigilant to changing consumer behaviour patterns, they will not be able to tell

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apart the elements of the retail mix that could typically insulate their primary customers

from responding to special competitive offers.

Shoppers' satisfaction levels are not the only key to store loyalty

Miranda, Mario J and Konya, Laszlo and Havrila, Inka (2005) Shoppers' satisfaction

levels are not the only key to store loyalty. Marketing Intelligence & Planning, 23 (2).

pp.220 to 231.

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Customer satisfaction in food retailing: comparing specialty and conventional grocery

storesPatricia Huddleston, Judith Whipple, Rachel Nye Mattick , So Jung Lee. International Journal of Retail & Distribution Management  . Bradford: 2009. Vol. 37, Iss. 1; pg. 63

Abstract (Summary)The purpose of this paper is to compare and contrast customer perceptions related to

satisfaction with conventional grocery stores as compared to specialty grocery stores. The

study examines store attributes of product assortment, price, quality, and service in order to determine which attributes have the greatest impact on store satisfaction for each store

format. A mail survey was sent to a sample of specialty and conventional grocery store

customers. The ten state sample was drawn from US households located in postal (ZIP)codes in areas where national specialty stores (e.g. whole foods) were located. Perception

of satisfaction were higher among specialty grocery store customers compared to

conventional grocery store customers. For both store formats, store price, product

assortment, service and quality positively influenced satisfaction. Stepwise regression

indicated that each store attribute contributed differently to store satisfaction for conventional and specialty store formats. The results demonstrate that price, product

assortment, quality, and employee service influence store satisfaction regardless of storetype (conventional stores or specialty stores). However, the degree of influence of these

attributes varied by store type. The results imply that while specialty store shopper 

satisfaction characteristics are clearly delineated, conventional store shopper characteristics are more difficult to pinpoint. Research limitations include a sample that is

more highly educated and has higher incomes than the average American household.

Despite the growth of new product categories and new industry players, few studies haveinvestigated customer satisfaction within the retail food industry. Comparisons of 

specialty and conventional food stores are equally scarce.

A PATH ANALYSIS STUDY OF THE RELATIONSHIPS AMONG CONSUMER

SATISFACTION, LOYALTY, AND MARKET SHARE IN RETAIL SERVICESLarry P Pleshko, Samar M Baqer . Academy of Marketing Studies Journal. Cullowhee: 2008. Vol. 12,Iss. 2; pg. 111, 17 pgs

Abstract (Summary)

This study investigates, using path analyses methodology, the relationships among customer satisfaction, customer loyalty, and market share in a sample of users of four retailer-types: healthclubs, convenience stores, medical clinics, and fast-food burger outlets. The authors show thatcustomer satisfaction exhibits a significant and negative relationship to buyer loyalty. Also buyer loyalty

is shown to exhibit a significant and positive relationship with market share. However, satisfaction isfound to have no direct effects on market share. Additionally, satisfaction has no indirect effect onshare through the mediation effects of buyer loyalty. Finally, the covariate, type of retail store, is foundto be related to satisfaction and loyalty, but not to market share. Thus, the levels of consumer satisfaction and loyalty differ across retail categories. [PUBLICATION ABSTRACT]

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Exploring the relationships between retail brands andconsumer store loyaltyAnne-Sophie Binninger . International Journal of Retail & Distribution Management  . Bradford:2008. Vol. 36, Iss. 2; pg. 94

Abstract (Summary)

Purpose - Retail brands (RBs) have become a strategic feature of the grocery industry. Their role inbuilding consumer loyalty is usually taken for granted and yet has not been completely identified. Thepurpose of this paper is to raise the question of the relationship between RBs and store loyalty.Design/methodology/approach - Correlations, simple and multiple regressions were carried out, andthe mediating and moderating nature of two variables was verified according to Baron and Kenny'srecommendations. Findings - The results show that the increase in RB satisfaction and loyaltyinfluences store loyalty, and that attitude toward RB products has a moderating effect on therelationships between RB satisfaction and loyalty. They also show that this moderating influence isgreater for an identifiable retail brand than for an unidentifiable retail brand. Researchlimitations/implications - Further research would consist in probing the relationship between acustomer and different types of RBs. It would be appropriate to assess this relationship by pinningdown the influence of product categories and working in other psychological variables like attachment,trust or price sensitivity as well as behavioral data. Practical implications - These findings highlight thevalue of consumer RB satisfaction and loyalty, and suggest that managers develop marketing insights

to enhance the loyalty-building capacity of their own brands, by specifically addressing whether or notthese are clearly identified as brands of a store. Originality/value - The idea of analyzing the influenceof RBs on store loyalty using three classic dimensions of brand management (satisfaction, loyalty, andattitude) yet untapped in the specific case of RBs, and distinguishing between two specific types of RBs. [PUBLICATION ABSTRACT]

SATISFACTION SURVEY SOURCE: 

http://www.qualitydigest.com/pdfs/2007retailsurvey.pdf 

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Retail store loyalty: a comparison of two customer segmentsUgur Yavas, Emin Babakus. International Journal of Retail & Distribution Management  . Bradford:

2009. Vol. 37, Iss. 6; pg. 477

Abstract (Summary)

Purpose - The purpose of this paper is to determine if various measures of loyalty (satisfaction,continued patronage and share of wallet) converge or diverge. A related objective of the study is toexamine the relative efficacies of merchandise quality, interaction quality, price and store environmentin inducing store loyalty for two customer segments of a national automotive parts and accessoriesretailer in the USA. The two segments are the do-it-yourself customers and the professionalcustomers. Design/methodology/approach - Data for the study are collected via mail questionnaires.Usable responses are obtained from 17,034 customers. In operationalizing store loyalty, affective,conative and action-related measures are used. Findings - The results altogether suggest thatmerchandise quality is an effective predictor of loyalty but perhaps not as critical or dominant asinteraction quality. Results also show that similar factors consistently exert like influence in generatingloyalty for the two customer segments. Research limitations/implications - The efficacies of other 

antecedent variables (e.g. perceived value/value for money) as drivers of store loyalty should beexamined. Also, it would be worthwhile to investigate the possible moderating role of demographiccharacteristics (e.g. gender) and situational characteristics (e.g. critical incident recovery) inattenuating the relationships between the antecedent variables and store loyalty. Practicalimplications - To reinforce loyalty among its both do-it-yourself and professional customers, the focalretailer should continue to enhance the interaction skills of current and prospective employees viacareful selection, training and motivation. Originality/value - The paper shows that the three measuresof loyalty (satisfaction, continued patronage and share of wallet) converge. The strongest correlationsare between affective and conative loyalty.