The influence of store image on customer satisfaction: a case study of a shoe store

Knowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a stru...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autores principales:	Tarsis Souza Silva, Janaina de Moura Engracia Giraldi
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2010
Materias:	store image retailing customer satisfaction shoe sector Business HF5001-6182
Acceso en línea:	https://doaj.org/article/a4607854d326492683e4554f62508f20
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:a4607854d326492683e4554f62508f20
record_format	dspace
spelling	oai:doaj.org-article:a4607854d326492683e4554f62508f202021-11-11T15:48:04ZThe influence of store image on customer satisfaction: a case study of a shoe store1807-734Xhttps://doaj.org/article/a4607854d326492683e4554f62508f202010-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123021648004https://doaj.org/toc/1807-734XKnowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty.Tarsis Souza SilvaJanaina de Moura Engracia GiraldiFUCAPE Business Schoolarticlestore imageretailingcustomer satisfactionshoe sectorBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 7, Iss 2, Pp 60-77 (2010)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	store image retailing customer satisfaction shoe sector Business HF5001-6182
spellingShingle	store image retailing customer satisfaction shoe sector Business HF5001-6182 Tarsis Souza Silva Janaina de Moura Engracia Giraldi The influence of store image on customer satisfaction: a case study of a shoe store
description	Knowledge of customers' image of a store is an essential factor in the management of retail outlets. This article presents a case study of the effect of the image customers have of a shoe store on their satisfaction, based on a descriptive and quantitative survey, with the application of a structured questionnaire. We then employed factor analysis to obtain seven store image factors: assortment, convenience, reputation, price, atmosphere, layout and service. The results show that the factor that most affects customer satisfaction in the store studied is service, and that atmosphere and layout have no effect in this respect. The results provide a better understanding of the role store image plays in customer satisfaction and loyalty.
format	article
author	Tarsis Souza Silva Janaina de Moura Engracia Giraldi
author_facet	Tarsis Souza Silva Janaina de Moura Engracia Giraldi
author_sort	Tarsis Souza Silva
title	The influence of store image on customer satisfaction: a case study of a shoe store
title_short	The influence of store image on customer satisfaction: a case study of a shoe store
title_full	The influence of store image on customer satisfaction: a case study of a shoe store
title_fullStr	The influence of store image on customer satisfaction: a case study of a shoe store
title_full_unstemmed	The influence of store image on customer satisfaction: a case study of a shoe store
title_sort	influence of store image on customer satisfaction: a case study of a shoe store
publisher	FUCAPE Business School
publishDate	2010
url	https://doaj.org/article/a4607854d326492683e4554f62508f20
work_keys_str_mv	AT tarsissouzasilva theinfluenceofstoreimageoncustomersatisfactionacasestudyofashoestore AT janainademouraengraciagiraldi theinfluenceofstoreimageoncustomersatisfactionacasestudyofashoestore AT tarsissouzasilva influenceofstoreimageoncustomersatisfactionacasestudyofashoestore AT janainademouraengraciagiraldi influenceofstoreimageoncustomersatisfactionacasestudyofashoestore
_version_	1718433976335466496

The influence of store image on customer satisfaction: a case study of a shoe store

Ejemplares similares