Análisis entre imagen de la tienda y satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio

Rodolfo Treviño; Eloísa Treviño

doi:10.18046/j.estger.2021.161.4293

Análisis entre imagen de la tienda y satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio

Translated title of the contribution: Analysis between store image and customer satisfaction in transnational retail stores in the self-service sector

Rodolfo Treviño, Eloísa Treviño^*

^*Corresponding author for this work

Departamento de Administración

Research output: Contribution to journal › Article › peer-review

5 Citations (Scopus)

Abstract

The objective of the research was to identify whether quality service and price are positively related to store image and these, in turn, with customer satisfaction in transnational retail stores in the self-service sector. For this, a quantitative, non-experimental, cross-sectional investigation was carried out, and 275 questionnaires were applied. The partial least squares path modeling was used to test the hypotheses and to estimate path models. The results show that quality service helps to obtain a positive store image, but if only the price-customer satisfaction ratio is observed, the price by itself is significant to customer satisfaction.

Translated title of the contribution	Analysis between store image and customer satisfaction in transnational retail stores in the self-service sector
Original language	Spanish
Article number	161
Pages (from-to)	556-565
Number of pages	10
Journal	Estudios Gerenciales
Volume	37
Issue number	161
DOIs	https://doi.org/10.18046/j.estger.2021.161.4293
Publication status	Published - 1 Oct 2021

Bibliographical note

Publisher Copyright:
© 2021 Universidad Icesi. All right reserved.

All Science Journal Classification (ASJC) codes

Business and International Management
Finance
Economics and Econometrics
Strategy and Management
Marketing
Management of Technology and Innovation

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10.18046/j.estger.2021.161.4293

Cite this

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Análisis entre imagen de la tienda y satisfacción del cliente en tiendas minoristas transnacionales en el sector autoservicio

Abstract

Bibliographical note

All Science Journal Classification (ASJC) codes

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