Store Image Attributes and Customer Satisfaction in Supermarkets in Campo Grande-MS
Resumo
The aim of this study was to investigate the relationship between image attributes and consumer satisfaction in supermarkets. Specifically, we sought to: a) identify the variables which make up the image attributes of supermarkets and group them into factors, and b) assess the impact of image attributes on consumer satisfaction. We conducted a quantitative study, which met quotas by region and city income class, among 400 individuals from Campo Grande, MS, southwest Brazil, who were responsible for purchasing supermarket products for their families. Exploratory Factor Analysis (EFA) and Structural Equation Modeling were used for the data analysis. The results revealed that the attributes are grouped into five factors. The constructs “environment” and “promotions” were not considered significant in determining satisfaction, while the attributes “employees”, “product” and “price” had a positive effect on satisfaction, with the latter having the greatest impact.
DOI: 10.5585/remark.v12i4.2561
Palavras-chave
Texto completo:
PDF (English)DOI: https://doi.org/10.5585/remark.v12i4.2561
Apontamentos
- Não há apontamentos.
Direitos autorais 2019 Revista Brasileira de Marketing – Remark
Revista Brasileira de Marketing – ReMark
Brazilian Journal of Marketing - BJM
e-ISSN: 2177-5184
https://periodicos.uninove.br/remark
Rev. Bras. Mark. - ReMark ©2022 Todos os direitos reservados.
Esta obra está licenciada com uma Licença
Creative Commons Atribuição-NãoComercial-CompartilhaIgual 4.0 Internacional