The measurement of consumer satisfaction with selected elements the total retail experience : an exploratory study of fast food and supermarket retailers
Date
2001
Authors
Journal Title
Journal ISSN
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Publisher
AOSIS
Abstract
Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.
Description
CITATION: Terblanche, N. S. & Boshoff, C. 2001. The measurement of consumer satisfaction with selected elements the total retail experience : an exploratory study of fast food and supermarket retailers. South African Journal of Economic and Management Sciences, 4(1):a2632, doi:10.4102/sajems.v4i1.2632.
The original publication is available at https://sajems.org
The original publication is available at https://sajems.org
Keywords
Citation
Terblanche, N. S. & Boshoff, C. 2001. The measurement of consumer satisfaction with selected elements the total retail experience : an exploratory study of fast food and supermarket retailers. South African Journal of Economic and Management Sciences, 4(1):a2632, doi:10.4102/sajems.v4i1.2632.