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Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry

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  • Dheeraj Sharma

Abstract

This paper explores perceptions of service quality in the small retail business context. Specifically, the study applies the extant SERVQUAL models (Parasuraman et al., 1988; Dabholkar et al., 1996) in a convenience store (c-store) context. The study examines the reliability and validity of the service quality measure in a c-store context and, additionally, models the implication of perceived service quality on customer satisfaction and patronage intentions in c-store context. Additionally, this study examines which dimensions of service quality are most important in c-store context. The results suggest that perceived service quality positively influences customer satisfaction and patronage intentions in the convenience store industry. Further, availability of merchandise and courtesy are strongest determinants of patronage intentions and customer satisfaction. The study offers prescriptive and descriptive insights for c-store operators.

Suggested Citation

  • Dheeraj Sharma, 2015. "Examining the influence of service quality on customer satisfaction and patronage intentions in convenience store industry," International Journal of Business and Globalisation, Inderscience Enterprises Ltd, vol. 15(2), pages 152-170.
    • Handle: RePEc:ids:ijbglo:v:15:y:2015:i:2:p:152-170
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    Cited by:

    1. Vannucci, Virginia & Dasmi, Costanza & Nechaeva, Olga & Pizzi, Gabriele & Aiello, Gaetano, 2023. "WHY do YOU care about me? The impact of retailers’ customer care activities on customer orientation perceptions and store patronage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
    2. Andriani Kusumawati & Sari Listyorini & Suharyono & Edy Yulianto, 2020. "The Role of Religiosity on Fashion Store Patronage Intention of Muslim Consumers in Indonesia," SAGE Open, , vol. 10(2), pages 21582440209, May.
    3. Ahmad Saifalddin Abu-Alhaija & Hosni Shareif Hussein & Almothanna Jamil Abu Allan, 2019. "Relationship between Customer Satisfaction and Customer Loyalty: A Review and Future Directions of its Nature and Approaches," Eurasian Journal of Social Sciences, Eurasian Publications, vol. 7(4), pages 28-39.
    4. Mauro Sciarelli & Abdelhakim A. Nagm & Mona I. Dakrory & Mario Tani & Mohamed A. Khashan, 2017. "The Relationship between Service Recovery and Patronage Intentions: The Mediating Role of Relationship Quality," International Business Research, Canadian Center of Science and Education, vol. 10(8), pages 215-231, August.

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