Impact of Store Attributes on Customer Satisfaction and Store Brand Loyalty – A Mediation Role

The study aims at establishing an association between the various features of the store and its implication on the satisfaction level of the customers and store brand loyalty while shopping for grocery in organized retail store. The study examines the mediating role of store attributes like, product, promotion, price, location and service of the organized retail outlets on the customer satisfaction and store brand loyalty using Structured Questionnaire collected from 371 respondents through Google forms. The customer satisfaction and store brand loyalty were analyzed using Descriptive statistics, ANOVA test, Correlation and development of a Model. The finding of the study revealed that the attributes of the store in relation to customer satisfaction and store brand loyalty was supported.

View Full Article