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Understanding the role of service attributes in consumer small retailer relationships: findings from Pakistan

Author

Listed:
  • Arsalan Najmi
  • Syed Fahad Ali
  • Waqar Ahmed
  • Kanagi Kanapathy
  • Azmin Azliza Aziz

Abstract

The purpose of this study is to identify the impact of service attributes consisting of assortment, service and store environment, on satisfaction and relationships among consumers and small retailers. Further, the impact of satisfaction and relationship was also analysed on loyalty. The sample size for this study was 318 grocery retail customers. Partial least square structural equation modelling has been used as a statistical technique. It was concluded that all independent variables had significant positive impact on dependent variables, except that assortment was found to have no significant impact on the relationship. Findings of the study are discussed whereas practical implications are also highlighted.

Suggested Citation

  • Arsalan Najmi & Syed Fahad Ali & Waqar Ahmed & Kanagi Kanapathy & Azmin Azliza Aziz, 2021. "Understanding the role of service attributes in consumer small retailer relationships: findings from Pakistan," International Journal of Management Practice, Inderscience Enterprises Ltd, vol. 14(2), pages 198-216.
    • Handle: RePEc:ids:ijmpra:v:14:y:2021:i:2:p:198-216
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