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

Eloisa Treviño , Rodolfo Treviño

Research output: Contribution to journalArticlepeer-review

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 contributionAnalysis between store image and customer satisfaction in transnational retail stores in the self-service sector
Original languageSpanish
Article number161
Pages (from-to)556-565
Number of pages10
JournalEstudios Gerenciales: Journal of Management and Economics for Iberoamérica
Volume37
Issue number161
DOIs
Publication statusPublished - 22 Oct 2021

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