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Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market

Citations

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Cited by:

  1. Jung, Jaesuk & Kim, Sang Jin & Kim, Kyung Hoon, 2020. "Sustainable marketing activities of traditional fashion market and brand loyalty," Journal of Business Research, Elsevier, vol. 120(C), pages 294-301.
  2. Puķīte Iveta & Geipele Sanda, 2017. "Determining Customer Satisfaction in the Real Estate Management Sector in Riga," Baltic Journal of Real Estate Economics and Construction Management, Sciendo, vol. 5(1), pages 226-237, November.
  3. Cheng, Xusen & Fu, Shixuan & de Vreede, Gert-Jan, 2018. "A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives," International Journal of Information Management, Elsevier, vol. 41(C), pages 57-64.
  4. Pedro Cuesta-Valiño & Pablo Gutiérrez-Rodríguez & Cristina Loranca-Valle, 2021. "Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty," Sustainability, MDPI, vol. 13(2), pages 1-24, January.
  5. Yusra* & Arawati Agus, 2018. "The influence of Perceived Service Quality towards Customer Satisfaction and Loyalty in Airasia Self Check-in System," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 766-775:2.
  6. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2020. "Enhancing Marketing Performance Through Enterprise-Initiated Customer Engagement," Sustainability, MDPI, vol. 12(9), pages 1-16, May.
  7. Kim, Junic, 2021. "Platform quality factors influencing content providers’ loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  8. Ben Mimoun, Mohamed Slim & Lancelot Miltgen, Caroline & Slama, Boulbeba, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
  9. Karolus Karni Lando & Achmad Sudiro & Wahdiyat Moko & Nur Khusniyah Indrawati, 2024. "The Effect of Service Quality on Recertification. Mediated by Customer Satisfaction and Relationship Commitment," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 6, pages 160-179.
  10. repec:arp:tjssrr:2019:p:965-981 is not listed on IDEAS
  11. Nyadzayo, Munyaradzi W. & Khajehzadeh, Saman, 2016. "The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 262-270.
  12. Tseng, Shu-Mei, 2015. "Exploring the intention to continue using web-based self-service," Journal of Retailing and Consumer Services, Elsevier, vol. 24(C), pages 85-93.
  13. Park, Eunil & Kim, Ki Joon & Kwon, Sang Jib, 2017. "Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust," Journal of Business Research, Elsevier, vol. 76(C), pages 8-13.
  14. Anteneh Mulugeta Eyasu & Demoz Arefayne, 2020. "The effect of corporate social responsibility on banks’ competitive advantage: Evidence from Ethiopian lion international bank S.C," Cogent Business & Management, Taylor & Francis Journals, vol. 7(1), pages 1830473-183, January.
  15. Antwi, Collins Opoku & Fan, Chong-jun & Nataliia, Ihnatushchenko & Aboagye, Michael Osei & Xu, Hangyu & Azamela, John Coffie, 2020. "Do airport staff helpfulness and communication generate behavioral loyalty in transfer passengers? A conditional mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  16. Sunday Adewale Olaleye, 2016. "Customer Vs. E-tailer: How Tablet Affects Mobile Commerce," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 224-235, September.
  17. Lee, Jaeha & Park, Kwangsoo, 2024. "The effects of hedonic shopping values on loyalty towards small retailers: The moderating role of trust," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  18. Calvin Y. OJELEYE & Abdullahi H. MUSTAPHA & Salisu UMAR & Mutiu BAKARE, 2023. "Brand Image, Customer Satisfaction and Consumer Purchase Intentions in the Banking Sector of Nigeria: Can Service Quality Strengthen the Relationship," Business & Management Compass, University of Economics Varna, issue 2, pages 110-124.
  19. Rashed Al Karim & Md Karim Rabiul & Mahima Ishrat & Pornpisanu Promsivapallop & Sakia Kawser, 2023. "Can Blockchain Payment Services Influence Customers’ Loyalty Intention in the Hospitality Industry? A Mediation Assessment," Administrative Sciences, MDPI, vol. 13(3), pages 1-17, March.
  20. Radka Bauerová & Martin Klepek, 2018. "Technology Acceptance as a Determinant of Online Grocery Shopping Adoption," Acta Universitatis Agriculturae et Silviculturae Mendelianae Brunensis, Mendel University Press, vol. 66(3), pages 737-746.
  21. Ramadan, Zahy B., 2021. "“Alexafying†shoppers: The examination of Amazon's captive relationship strategy," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  22. Asiya Chaudhary & Shabir Ahmad Hurrah & Shafat Maqbool, 2020. "The Influence of Corporate Social Responsiblity on Actual Buying Behaviour: A Study of Indian Consumers," Metamorphosis: A Journal of Management Research, , vol. 19(1), pages 21-28, June.
  23. Laurentiu-Dan Anghel & Diana Maria Vrânceanu & Alina Filip & Claudia Elena Tuclea, 2015. "The impact of innovative commercial technologies on students’ behaviour of an economic university," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 17(39), pages 600-600, May.
  24. Muzammal Ilyas Sindhu & Muhammad Arif, 2017. "Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1396655-139, January.
  25. Prentice, Catherine & Correia Loureiro, Sandra Maria, 2017. "An asymmetrical approach to understanding configurations of customer loyalty in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 96-107.
  26. Xue-Liang Pei & Jia-Ning Guo & Tung-Ju Wu & Wen-Xin Zhou & Shang-Pao Yeh, 2020. "Does the Effect of Customer Experience on Customer Satisfaction Create a Sustainable Competitive Advantage? A Comparative Study of Different Shopping Situations," Sustainability, MDPI, vol. 12(18), pages 1-19, September.
  27. Sonia Singh & Subhra Mondal & Lata Bajpai Singh & Kalyan Kumar Sahoo & Subhankar Das, 2020. "An Empirical Evidence Study of Consumer Perception and Socioeconomic Profiles for Digital Stores in Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-30, February.
  28. Liguo Lou & Zilu Tian & Joon Koh, 2017. "Tourist Satisfaction Enhancement Using Mobile QR Code Payment: An Empirical Investigation," Sustainability, MDPI, vol. 9(7), pages 1-14, July.
  29. Chenini, Abderrahim & Touaiti, Mustapha, 2017. "Building Destination Loyalty Using Tourist Satisfaction and Destination Image: A Holistic Conceptual Framework," MPRA Paper 90639, University Library of Munich, Germany, revised 16 May 2018.
  30. Yen-Hao Hsieh & I-Chun Chuang, 2020. "Evaluation of key factors for service experience: A comparison of tourism factories and international tourism hotels," Tourism Economics, , vol. 26(3), pages 404-436, May.
  31. Chen, Shiuann-Shuoh & Choubey, Bhaskar & Singh, Vinay, 2021. "A neural network based price sensitive recommender model to predict customer choices based on price effect," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  32. Ahmad Sohail Khan & Saima Majeed & Rizwan Shabbir, 2016. "Designing a Customer Retention Framework for Telecommunication Sector," Information Management and Business Review, AMH International, vol. 8(5), pages 48-60.
  33. Sorensen, Herb & Bogomolova, Svetlana & Anderson, Katherine & Trinh, Giang & Sharp, Anne & Kennedy, Rachel & Page, Bill & Wright, Malcolm, 2017. "Fundamental patterns of in-store shopper behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 182-194.
  34. Chen-Kuo Pai & Ze-Tian Wu & Seunghwan Lee & Jaeseok Lee & Sangguk Kang, 2022. "Service Quality of Social Media-Based Self-Service Technology in the Food Service Context," Sustainability, MDPI, vol. 14(20), pages 1-15, October.
  35. Jin-Kyu Kim & Jae-Jang Yang & Yong-Ki Lee, 2023. "How Do Self-Service Kiosks Improve COVID-19 Pandemic Resilience in the Restaurant Industry?," Sustainability, MDPI, vol. 15(13), pages 1-21, June.
  36. Masood Ul Hassan & Muhammad Shahid Iqbal & Ume Habibah, 2020. "Self-Service Technology Service Quality: Building Loyalty and Intention Through Technology Trust in Pakistani Service Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
  37. 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.
  38. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
  39. Liu, Chih-Hsing Sam & Lee, Tingko, 2016. "Service quality and price perception of service: Influence on word-of-mouth and revisit intention," Journal of Air Transport Management, Elsevier, vol. 52(C), pages 42-54.
  40. Srivastava, Mala & Kaul, Dimple, 2014. "Social interaction, convenience and customer satisfaction: The mediating effect of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 21(6), pages 1028-1037.
  41. Ramadan, Zahy B. & Farah, Maya F. & Kassab, Danielle, 2019. "Amazon's approach to consumers’ usage of the Dash button and its effect on purchase decision involvement in the U.S. market," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 133-139.
  42. Farzad Safaeimanesh & Hasan Kılıç & Habib Alipour & Shahrzad Safaeimanesh, 2021. "Self-Service Technologies (SSTs)—The Next Frontier in Service Excellence: Implications for Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-21, March.
  43. Vázquez-Suárez, Luis & Mejía-Vásquez, Pericles Ramón & Serafim da Silva, Sheila & Sánchez-Gómez, Roberto, 2022. "Gender’s moderating role in the relationship between organisational form and performance in the Spanish supermarket industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  44. Hussain, Safdar & Ahmed, Wasim & Rabnawaz, Ambar & Jafar, Rana Muhammad Sohail & Saqib, Zulkaif Ahmed & Ullah, Sana & JianZhou, Yang, 2016. "Client Intentions and Buying Behavior with Regard of Dairy Products-Review," MPRA Paper 70383, University Library of Munich, Germany.
  45. Hory Sankar Mukerjee & G. K. Deshmukh & U. Devi Prasad, 2019. "Technology Readiness and Likelihood to Use Self-Checkout Services Using Smartphone in Retail Grocery Stores: Empirical Evidences from Hyderabad, India," Business Perspectives and Research, , vol. 7(1), pages 1-15, January.
  46. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2022. "Social Media Use and Business Performance in SMEs: The Mediating Roles of Relational Social Commerce Capability and Competitive Advantage," Sustainability, MDPI, vol. 14(22), pages 1-14, November.
  47. Jorge Vera & Andrea Trujillo, 2018. "Assessing the effect of service quality over user satisfaction in public health institutions in Mexico," Contaduría y Administración, Accounting and Management, vol. 63(2), pages 28-51, Abril-Jun.
  48. Nusrat, Farhana & Huang, Yanliu, 2024. "Feeling rewarded and entitled to be served: Understanding the influence of self- versus regular checkout on customer loyalty," Journal of Business Research, Elsevier, vol. 170(C).
  49. María Pilar Martínez-Ruiz & Juán José Blázquez-Resino & Giovanni Pino, 2017. "Store attributes leading customer satisfaction with unplanned purchases," The Service Industries Journal, Taylor & Francis Journals, vol. 37(5-6), pages 277-295, April.
  50. Lalicic, Lidija & Weismayer, Christian, 2021. "Consumers’ reasons and perceived value co-creation of using artificial intelligence-enabled travel service agents," Journal of Business Research, Elsevier, vol. 129(C), pages 891-901.
  51. Jorge Vera & Andrea Trujillo, 2018. "El efecto de la calidad del servicio en la satisfacción del derechohabiente en instituciones públicas de salud en México," Contaduría y Administración, Accounting and Management, vol. 63(2), pages 5-27, Abril-Jun.
  52. Jamal Joudeh & Ala’ O. Dandis, 2018. "Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 108-108, June.
  53. Sharma, Piyush & Ueno, Akiko & Kingshott, Russel, 2021. "Self-service technology in supermarkets – Do frontline staff still matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  54. Rinta-Kahila, Tapani & Penttinen, Esko & Kumar, Ashish & Janakiraman, Ramkumar, 2021. "Customer reactions to self-checkout discontinuance," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
  55. Eleni-Plousia Kosteroglou & Georgios Theriou & Dimitrios Chatzoudes, 2016. "Customer satisfaction from private utility companies: An explanatory study," International Journal of Business and Economic Sciences Applied Research (IJBESAR), International Hellenic University (IHU), Kavala Campus, Greece (formerly Eastern Macedonia and Thrace Institute of Technology - EMaTTech), vol. 9(3), pages 13-23, December.
  56. Eunil Park & Sanghoon Lee & Sang Jib Kwon & Angel P. Del Pobil, 2015. "Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility," Sustainability, MDPI, vol. 7(9), pages 1-16, September.
  57. Raggiotto, Francesco & Compagno, Cristiana & Scarpi, Daniele, 2023. "Care management to improve retail customers' and employees’ satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  58. Sánchez-Gómez, Roberto & Vázquez-Suárez, Luis, 2024. "Organizational structure and store performance in the grocery retail industry: The moderating role of narcissistic leadership," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  59. Lee, C.K.M. & Ng, K.K.H. & Chan, Hing Kai & Choy, K.L. & Tai, W.C. & Choi, L.S., 2018. "A multi-group analysis of social media engagement and loyalty constructs between full-service and low-cost carriers in Hong Kong," Journal of Air Transport Management, Elsevier, vol. 73(C), pages 46-57.
  60. Ayodeji, Yusuf & Rjoub, Husam & Özgit, Hale, 2023. "Achieving sustainable customer loyalty in airports: The role of waiting time satisfaction and self-service technologies," Technology in Society, Elsevier, vol. 72(C).
  61. Thomai Karagianni & Georgios Theriou, 2018. "Service quality in local government and its effect on citizen satisfaction: The case of the Division of Transportation and Communications of the Regional Unit of Kavala in the region of Eastern Macedo," International Journal of Business and Economic Sciences Applied Research (IJBESAR), International Hellenic University (IHU), Kavala Campus, Greece (formerly Eastern Macedonia and Thrace Institute of Technology - EMaTTech), vol. 11(2), pages 7-16, September.
  62. Kallweit, Katrin & Spreer, Philipp & Toporowski, Waldemar, 2014. "Why do customers use self-service information technologies in retail? The mediating effect of perceived service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 21(3), pages 268-276.
  63. Su, Lujun & Swanson, Scott R. & Chen, Xiaohong, 2016. "The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality," Tourism Management, Elsevier, vol. 52(C), pages 82-95.
  64. Chen, Nuoya & Mohanty, Smaraki & Jiao, Jinfeng & Fan, Xiucheng, 2021. "To err is human: Tolerate humans instead of machines in service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 59(C).
  65. Pallikkara Vinish & Pinto Prakash & Thonse Hawaldar Iqbal, 2024. "Navigating waiting situations at retail checkouts: associated emotional discomfort and its impact on shopping satisfaction," Management & Marketing, Sciendo, vol. 19(2), pages 256-274.
  66. Jialei Xu, 2022. "Service Trust and Customer Loyalty in China’s Hotel Services: The Causal Role of Commitment," Sustainability, MDPI, vol. 14(13), pages 1-18, July.
  67. Grace Ibe-enwo & Nicholas Igbudu & Zanete Garanti & Temitope Popoola, 2019. "Assessing the Relevance of Green Banking Practice on Bank Loyalty: The Mediating Effect of Green Image and Bank Trust," Sustainability, MDPI, vol. 11(17), pages 1-16, August.
  68. Collins Opoku Antwi & Jun Ren & Wilberforce Owusu-Ansah & Henry Kofi Mensah & Michael Osei Aboagye, 2021. "Airport Self-Service Technologies, Passenger Self-Concept, and Behavior: An Attributional View," Sustainability, MDPI, vol. 13(6), pages 1-18, March.
  69. Elena Korchagina, 2019. "Consumers Attitudes to Innovations in Retail: A Case of Introducing the Self-Scanning Technology in Russia," Eurasian Journal of Business and Management, Eurasian Publications, vol. 7(3), pages 34-43.
  70. Mohamed Slim Ben Mimoun & Caroline Lancelot Miltgen & Boulbeba Slama, 2022. "Is the shopper always the king/queen? Study of omnichannel retail technology use and shopping orientations," Post-Print hal-03519230, HAL.
  71. Grzegorz Biesok & Jolanta Wyród-Wróbel, 2018. "Models of Customers Satisfaction with Supermarkets in Poland," European Journal of Business Science and Technology, Mendel University in Brno, Faculty of Business and Economics, vol. 4(1), pages 81-92.
  72. Goić, Marcel & Levenier, Camilo & Montoya, Ricardo, 2021. "Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  73. Alalwan, Ali Abdallah & Dwivedi, Yogesh K. & Rana, Nripendra P. & Algharabat, Raed, 2018. "Examining factors influencing Jordanian customers’ intentions and adoption of internet banking: Extending UTAUT2 with risk," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 125-138.
  74. Phuoc-Thien Nguyen & Ying-Kai Liao, 2018. "A Qualitative Investigation of Antecedents, Mediators, Moderators, and Outcomes of Brand Equity," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 676-692:5.
  75. Coelho do Vale, Rita & Verga Matos, Pedro & Caiado, Jorge, 2016. "The impact of private labels on consumer store loyalty: An integrative perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 28(C), pages 179-188.
  76. Roy, Sanjit Kumar & Balaji, M S & Sadeque, Saalem & Nguyen, Bang & Melewar, T C, 2017. "Constituents and consequences of smart customer experience in retailing," Technological Forecasting and Social Change, Elsevier, vol. 124(C), pages 257-270.
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