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

Author

Listed:
  • Tarsis Souza Silva

    (University of São Paulo - USP)

  • Janaina de Moura Engracia Giraldi

    (University of São Paulo -USP)

Abstract

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. Classification-JEL:

Suggested Citation

  • Tarsis Souza Silva & Janaina de Moura Engracia Giraldi, 2010. "The influence of store image on customer satisfaction: a case study of a shoe store," Brazilian Business Review, Fucape Business School, vol. 7(2), pages 60-77, May.
    • Handle: RePEc:bbz:fcpbbr:v:7:y:2010:i:2:p:60-77
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    Citations

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    Cited by:

    1. Hussain, Riaz & Ali, Mazhar, 2015. "Effect of Store Atmosphere on Consumer Purchase Intention," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7(2), pages 35-43.
    2. Shuai Yang & Lei Li & Jiemin Zhang, 2018. "Understanding Consumers’ Sustainable Consumption Intention at China’s Double-11 Online Shopping Festival: An Extended Theory of Planned Behavior Model," Sustainability, MDPI, vol. 10(6), pages 1-19, May.
    3. K. Balaji & R. Maheswari, 2021. "Impact of Store Image Dimensions on Shopper’s Attitude, Perceived Value, and Purchase Intention," SAGE Open, , vol. 11(1), pages 21582440219, February.

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