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Customer Loyalty: Influences On Three Types Of Retail Stores’ Shoppers

Author

Listed:
  • Mei-Lien Li
  • Robert D. Green
  • Farideh A. Farazmand
  • Erika Grodzki

Abstract

Customer loyalty is a major factor for a firm’s success. Loyal customers are less price sensitive. Furthermore, these customers are likely to purchase more frequently, try the firms’ other products and bring new customers tothe firm. This study examines the relationship of shoppers’ characteristics and behavior, and customers’ perception of marketing strategy (product, price, place, promotion), customer value (quality, sacrifice) and relationship quality on customer loyalty. Depending on the type of retail store, convenience, department and hypermarket stores’ loyalty is influenced by several factors, including different marketing strategies (price deals, distribution intensity) and relationship quality (customer satisfaction, trust, commitment). The results have particular implications for further research and for marketing managers.

Suggested Citation

  • Mei-Lien Li & Robert D. Green & Farideh A. Farazmand & Erika Grodzki, 2012. "Customer Loyalty: Influences On Three Types Of Retail Stores’ Shoppers," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 5(1), pages 1-19.
    • Handle: RePEc:ibf:ijmmre:v:5:y:2012:i:1:p:1-19
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    References listed on IDEAS

    as
    1. Hui-Chu Chen & Robert D. Green, 2009. "Marketing Mix And Branding: Competitive Hypermarket Strategies," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 2(1), pages 17-34.
    2. R. Chumpitaz & N. Paparoidamis, 2007. "Service quality, relationship satisfaction, trust, commitment, and business-to-business loyalty," Post-Print hal-00199063, HAL.
    3. Amanda Beatson & Ian Lings & Siegfried Gudergan, 2008. "Employee behaviour and relationship quality: impact on customers," The Service Industries Journal, Taylor & Francis Journals, vol. 28(2), pages 211-223, March.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Hasnan Baber, 2020. "FinTech, Crowdfunding and Customer Retention in Islamic Banks," Vision, , vol. 24(3), pages 260-268, September.
    2. Lucinda Parmer & John Dillard, 2015. "The Relationship Between Personality And Consumer Behavior Buying Patterns Within The Automobile Industry," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 8(1), pages 1-13.

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    More about this item

    Keywords

    Customer loyalty; marketing strategy; perceived value; relationship quality;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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