The impact of the built environment, price level, and service quality on customer satisfaction under the effect of COVID-19

The COVID-19 pandemic has changed the way business is handled. Besides, people's purchasing habits have been impacted by new safety, social, and health restrictions. Thus, the purpose of this research was to analyze the COVID-19 pandemic impact in the relationships between the built environment...

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Bibliographic Details
Published in:The International review of retail, distribution and consumer research distribution and consumer research, 2023-05, Vol.33 (3), p.260-275
Main Authors: Corrêa da Silva, Marcelo Benetti, Bebber, Suélen, Matte, Juliana, Libardi, Bianca, Giacomello, Cintia Paese, Sabedotti, Maria Eduarda da Silva
Format: Article
Language:English
Subjects:
Built environment
COVID-19
Customer satisfaction
Customers
Habits
Pandemics
price level
Price levels
Quality of service
service quality
supermarket
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Summary:The COVID-19 pandemic has changed the way business is handled. Besides, people's purchasing habits have been impacted by new safety, social, and health restrictions. Thus, the purpose of this research was to analyze the COVID-19 pandemic impact in the relationships between the built environment, price level, and service quality on supermarket customers' satisfaction. For this purpose, a survey of 245 supermarket customers in southern Brazil was conducted at two different times: before and during the pandemic. The results point out that the price level, toilets, and location are essential to explain satisfaction at all times. Comfort presented importance before the pandemic, configuration, and service quality in pandemic times. These features are essential for supermarket management to prioritize efforts on attributes and dimensions relevant to customers.
ISSN:0959-3969
1466-4402
DOI:10.1080/09593969.2022.2109713