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How store attributes impact shoppers’ loyalty in emerging countries: An investigation in the Indian retail sector

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  • Grosso, Monica
  • Castaldo, Sandro
  • Grewal, Anjana

Abstract

This paper takes a first step towards verifying a loyalty building model in the Indian retail sector. The results show that the intensity of some core loyalty model paths in developed countries, are confirmed within the Indian retail sector. One such path refers to the relationship between store loyalty and its main driver, customer satisfaction. Satisfaction comes mainly from the store environment and the perceived value according to customers, which is influenced by the retailers’ product assortment decisions. Surprisingly, promotions don’t have an impact on the perceived value, while the perceived value has only a small and negative impact on store loyalty.

Suggested Citation

  • Grosso, Monica & Castaldo, Sandro & Grewal, Anjana, 2018. "How store attributes impact shoppers’ loyalty in emerging countries: An investigation in the Indian retail sector," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 117-124.
    • Handle: RePEc:eee:joreco:v:40:y:2018:i:c:p:117-124
    DOI: 10.1016/j.jretconser.2017.08.024
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    6. Mirza Mohammad Didarul Alam & Nor Azila Mohd Noor, 2020. "The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh," SAGE Open, , vol. 10(2), pages 21582440209, May.
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