IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v3y2014i3p48-62.html
   My bibliography  Save this article

The Antecedents of Store Image and Customer Satisfaction

Author

Listed:
  • Banu Kulter Demirgunes

    (Faculty of Economics and Administrative Sciences, Ahi Evran University,Turkey)

Abstract

Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction. Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’. Key Words:Store Image, Attribute, Customer Satisfaction

Suggested Citation

  • Banu Kulter Demirgunes, 2014. "The Antecedents of Store Image and Customer Satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 3(3), pages 48-62, July.
    • Handle: RePEc:rbs:ijbrss:v:3:y:2014:i:3:p:48-62
    as

    Download full text from publisher

    File URL: http://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/160/163
    Download Restriction: no
    File URL: http://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/160
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Cecile K. Cho & Gita Venkataramani Johar, 2011. "Attaining Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(4), pages 622-631.
    2. Ellickson, Paul B., 2006. "Quality competition in retailing: A structural analysis," International Journal of Industrial Organization, Elsevier, vol. 24(3), pages 521-540, May.
    3. Dr. Ajmer Singh, 2013. "Comparison of Service Quality, Customer Satisfaction and Behavioral intentions across the Various Formats (Supermarket, Hypermarket & Departmental Store) in India," Business and Economic Research, Macrothink Institute, vol. 3(1), pages 344-355, June.
    4. Samli, A. Coskun & Kelly, J. Patrick & Hunt, H. Keith, 1998. "Improving the Retail Performance by Contrasting Management- and Customer-Perceived Store Images: A Diagnostic Tool for Corrective Action," Journal of Business Research, Elsevier, vol. 43(1), pages 27-38, September.
    5. Didier Louis & Cindy Lombart, 2011. "Image and personality: two complementary tools to position and differentiate retailers," Post-Print hal-00771839, HAL.
    6. Kaul Subhashini, 2006. "Identities and Store Image Formation: A Study of Retail Consumer Store Choice Behaviour," IIMA Working Papers WP2006-10-05, Indian Institute of Management Ahmedabad, Research and Publication Department.
    7. Lee, Khai Sheang & Tan, Soo Jiuan, 2003. "E-retailing versus physical retailing: A theoretical model and empirical test of consumer choice," Journal of Business Research, Elsevier, vol. 56(11), pages 877-885, November.
    8. Kasper, Hans, 1988. "On problem perception, dissatisfaction and brand loyalty," Journal of Economic Psychology, Elsevier, vol. 9(3), pages 387-397, September.
    9. Kumar, V. & Karande, Kiran, 2000. "The Effect of Retail Store Environment on Retailer Performance," Journal of Business Research, Elsevier, vol. 49(2), pages 167-181, August.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Gauri, Dinesh Kumar & Trivedi, Minakshi & Grewal, Dhruv, 2008. "Understanding the Determinants of Retail Strategy: An Empirical Analysis," Journal of Retailing, Elsevier, vol. 84(3), pages 256-267.
    2. Charles Courtemanche & Art Carden, 2014. "Competing with Costco and Sam's Club: Warehouse Club Entry and Grocery Prices," Southern Economic Journal, John Wiley & Sons, vol. 80(3), pages 565-585, January.
    3. Kang, Jun & Alejandro, Thomas Brashear & Groza, Mark D., 2015. "Customer–company identification and the effectiveness of loyalty programs," Journal of Business Research, Elsevier, vol. 68(2), pages 464-471.
    4. Alessandro Gavazza, 2011. "Demand spillovers and market outcomes in the mutual fund industry," RAND Journal of Economics, RAND Corporation, vol. 42(4), pages 776-804, December.
    5. Navera Khan & Sidra Salam & Asifullah Sherpao, 2014. "Impact of Innovation on Customer Satisfaction and Brand Loyalty: A Case Study of Professionals," International Journal of Management Sciences, Research Academy of Social Sciences, vol. 3(9), pages 663-672.
    6. Park, Timothy A., 2014. "Assessing Performance Impacts in Food Retail Distribution Systems: A Stochastic Frontier Model Correcting for Sample Selection," Agricultural and Resource Economics Review, Northeastern Agricultural and Resource Economics Association, vol. 0, pages 1-17.
    7. Paul B. Ellickson & Sanjog Misra, 2008. "Supermarket Pricing Strategies," Marketing Science, INFORMS, vol. 27(5), pages 811-828, 09-10.
    8. Emek Basker & Michael Noel, 2009. "The Evolving Food Chain: Competitive Effects of Wal‐Mart's Entry into the Supermarket Industry," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 18(4), pages 977-1009, December.
    9. Stephen Martin, 2012. "Market Structure and Market Performance," Review of Industrial Organization, Springer;The Industrial Organization Society, vol. 40(2), pages 87-108, March.
    10. Silvina Santana & Sandra Loureiro, 2010. "Assessing Benefits And Risks Of Online Shopping In Spain And Scotland," Portuguese Journal of Management Studies, ISEG, Universidade de Lisboa, vol. 0(2), pages 161-172.
    11. Norizan Mat Saad & Ahmad Zulhaimi Bin Abdul Wahid, 2017. "The Influence of Store Image and Corporate Image on Customer Satisfaction: A Study in Petrol Station’s Convenience Store Patronage in Malaysia," MIC 2017: Managing the Global Economy; Proceedings of the Joint International Conference, Monastier di Treviso, Italy, 24–27 May 2017,, University of Primorska Press.
    12. Carsten Eckel, 2009. "International Trade and Retailing," CESifo Working Paper Series 2597, CESifo.
    13. Rai, Dipankar & Lin, Chien-Wei (Wilson), 2019. "The influence of implicit self-theories on consumer financial decision making," Journal of Business Research, Elsevier, vol. 95(C), pages 316-325.
    14. Swinnen, Johan F.M. & Rozelle, Scott & Xiang, Tao & Vandemoortele, Thijs, 2009. "A Theory of Standards-Driven Rural Development," 2009 Conference, August 16-22, 2009, Beijing, China 51475, International Association of Agricultural Economists.
    15. Basker, Emek & Vickers, Chris & Ziebarth, Nicolas L., 2018. "Competition, productivity, and survival of grocery stores in the Great Depression," International Journal of Industrial Organization, Elsevier, vol. 59(C), pages 282-315.
    16. repec:lic:licosd:19908 is not listed on IDEAS
    17. Alessandro Bonanno & Rigoberto A. Lopez, 2007. "Competition Effects of Supermarket Services," American Journal of Agricultural Economics, Agricultural and Applied Economics Association, vol. 91(3), pages 555-568.
    18. Jones, Robert Paul & Camp, Kerri M. & Runyan, Rodney C., 2018. "Exploring the impact of shopper ethnicity through the path-to-purchase framework," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 152-162.
    19. Chenarides, Lauren & Jaenicke, Edward C., 2016. "Store Choice and Consumer Behavior in Food Deserts: An Empirical Application of the Distance Metric Method," 2017 Allied Social Sciences Association (ASSA) Annual Meeting, January 6-8, 2017, Chicago, Illinois 250118, Agricultural and Applied Economics Association.
    20. Aghekyan-Simonian, Mariné & Forsythe, Sandra & Suk Kwon, Wi & Chattaraman, Veena, 2012. "The role of product brand image and online store image on perceived risks and online purchase intentions for apparel," Journal of Retailing and Consumer Services, Elsevier, vol. 19(3), pages 325-331.
    21. Scarpi, Daniele, 2012. "Work and Fun on the Internet: The Effects of Utilitarianism and Hedonism Online," Journal of Interactive Marketing, Elsevier, vol. 26(1), pages 53-67.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:3:y:2014:i:3:p:48-62. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.