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THE INFLUENCE OF RETAIL SERVICES AND SELLING BEHAVIORS ON CUSTOMER’S SATISFACTION, TRUST AND LOYALTY INTENTIONS IN RETAIL INDUSTRY OF PAKISTAN
This study examines the impact of retail services quality and selling behavior on customers’ satisfaction, trust, and store loyalty in case of high involvement products such as consumer electronics/home appliances in the context of Pakistan. The data was collected from 377 customers who completed th...
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Published in: | Acta Prosperitatis 2021, Vol.12 (12), p.203-222 |
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description | This study examines the impact of retail services quality and selling behavior on customers’ satisfaction, trust, and store loyalty in case of high involvement products such as consumer electronics/home appliances in the context of Pakistan. The data was collected from 377 customers who completed the survey online. Respondents were particularly asked if they had any experience of buying such items recently and keeping in mind the purchase experience, rate the scale items accordingly. Factor analysis and multiple regression analysis were used for model testing. The study results show that store service quality and selling orientation strategy both have a significant impact on customer satisfaction, trust and store loyalty intentions. The study also involves the mediation analysis, satisfaction‐trust serving as mediator factor between two IVs (service quality and selling behaviors) and DV (store loyalty intentions). Results show that services quality and selling behaviour both have significant influence on store loyalty intentions. Further, satisfaction‐trust mediates the relationship between variables. The indirect path is significant which proves that satisfaction‐trust mediate the relationship between store attributes and consumer buying behaviour. The study has significant implications for multiple retail channels that can incorporate retail service quality and selling behaviour strategy (relational selling & consultative selling) to differentiate the retail brand services. Retailers of high involvement products category heavily relying on the selling skills and behaviour of salesperson/employee, can benefit from the study to implement retail brand positioning strategy. |
doi_str_mv | 10.37804/1691-6077-2021-12-203-222 |
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The data was collected from 377 customers who completed the survey online. Respondents were particularly asked if they had any experience of buying such items recently and keeping in mind the purchase experience, rate the scale items accordingly. Factor analysis and multiple regression analysis were used for model testing. The study results show that store service quality and selling orientation strategy both have a significant impact on customer satisfaction, trust and store loyalty intentions. The study also involves the mediation analysis, satisfaction‐trust serving as mediator factor between two IVs (service quality and selling behaviors) and DV (store loyalty intentions). Results show that services quality and selling behaviour both have significant influence on store loyalty intentions. Further, satisfaction‐trust mediates the relationship between variables. The indirect path is significant which proves that satisfaction‐trust mediate the relationship between store attributes and consumer buying behaviour. The study has significant implications for multiple retail channels that can incorporate retail service quality and selling behaviour strategy (relational selling & consultative selling) to differentiate the retail brand services. 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The indirect path is significant which proves that satisfaction‐trust mediate the relationship between store attributes and consumer buying behaviour. The study has significant implications for multiple retail channels that can incorporate retail service quality and selling behaviour strategy (relational selling & consultative selling) to differentiate the retail brand services. Retailers of high involvement products category heavily relying on the selling skills and behaviour of salesperson/employee, can benefit from the study to implement retail brand positioning strategy.</description><subject>Behavior</subject><subject>Consumer electronics</subject><subject>Cooperation</subject><subject>Cultural differences</subject><subject>Customer relations</subject><subject>Customer satisfaction</subject><subject>Customer services</subject><subject>Influence</subject><subject>Information sharing</subject><subject>Marketing</subject><subject>Perceptions</subject><subject>Personal relationships</subject><subject>Problem solving</subject><subject>Purchasing</subject><subject>Quality of service</subject><subject>Retail stores</subject><subject>Salespeople</subject><subject>Trust</subject><issn>1691-6077</issn><fulltext>true</fulltext><rsrctype>article</rsrctype><creationdate>2021</creationdate><recordtype>article</recordtype><sourceid>M0C</sourceid><recordid>eNo9kEtOwzAYhLMAiar0DhZsCfiVhLAzqdNaBAfFbqWurLwsUQEtCV2w4whsuR4nwWkBeTG2Zn6P_s_zzhC8JNE1pFcojJEfwijyMcTIR9gp8THGR97o3zvxJn2_hhDimAZBREbep55zIGSaLbhMOMhTUHDNRAYUL5Yi4QowOXWPLBNyBm75nC1FXiiQS5AslM7vefH98aWAYlqolCVa5PIC6MJ5-8ksX7FMr1yF5nIwlbv-dQg5dbliNdQ-sDuhNJOn3rEtn_p28qtjb5Fyncz9LJ-JhGV-jYhbjla4wWVAW2urtqGI4KZuK3eakMQ2tG1UUWujuEU2rggKQtpQiiNEy9pWgUVk7J0f_t12m9dd27-Z9WbXvbhKg8PQsYtgHLjUzSFVd5u-71prtt3jc9m9GwTNHrwZ4JoBrhnAG4SdEuPAkx9BYW8M</recordid><startdate>2021</startdate><enddate>2021</enddate><creator>Zafran, Muhammad</creator><creator>Vevere, Velga</creator><general>Turiba University</general><scope>AAYXX</scope><scope>CITATION</scope><scope>3V.</scope><scope>7WY</scope><scope>7WZ</scope><scope>7XB</scope><scope>87Z</scope><scope>8FK</scope><scope>8FL</scope><scope>ABUWG</scope><scope>AFKRA</scope><scope>BENPR</scope><scope>BEZIV</scope><scope>BYOGL</scope><scope>CCPQU</scope><scope>DWQXO</scope><scope>FRNLG</scope><scope>F~G</scope><scope>K60</scope><scope>K6~</scope><scope>L.-</scope><scope>M0C</scope><scope>PQBIZ</scope><scope>PQBZA</scope><scope>PQEST</scope><scope>PQQKQ</scope><scope>PQUKI</scope><scope>PRINS</scope><scope>PYYUZ</scope><scope>Q9U</scope></search><sort><creationdate>2021</creationdate><title>THE INFLUENCE OF RETAIL SERVICES AND SELLING BEHAVIORS ON CUSTOMER’S SATISFACTION, TRUST AND LOYALTY INTENTIONS IN RETAIL INDUSTRY OF PAKISTAN</title><author>Zafran, Muhammad ; Vevere, Velga</author></sort><facets><frbrtype>5</frbrtype><frbrgroupid>cdi_FETCH-LOGICAL-c1312-4b2d2a54effbed4132dcebebed639f6fe7b4ff79e1f9b31564d442714acfb5f13</frbrgroupid><rsrctype>articles</rsrctype><prefilter>articles</prefilter><language>eng</language><creationdate>2021</creationdate><topic>Behavior</topic><topic>Consumer electronics</topic><topic>Cooperation</topic><topic>Cultural differences</topic><topic>Customer relations</topic><topic>Customer satisfaction</topic><topic>Customer services</topic><topic>Influence</topic><topic>Information sharing</topic><topic>Marketing</topic><topic>Perceptions</topic><topic>Personal relationships</topic><topic>Problem solving</topic><topic>Purchasing</topic><topic>Quality of service</topic><topic>Retail stores</topic><topic>Salespeople</topic><topic>Trust</topic><toplevel>peer_reviewed</toplevel><toplevel>online_resources</toplevel><creatorcontrib>Zafran, Muhammad</creatorcontrib><creatorcontrib>Vevere, Velga</creatorcontrib><creatorcontrib>EKA University of Applied Sciences,Latvia</creatorcontrib><creatorcontrib>Turiba University, Latvia</creatorcontrib><collection>CrossRef</collection><collection>ProQuest Central (Corporate)</collection><collection>ABI商业信息数据库</collection><collection>ABI/INFORM Global (PDF only)</collection><collection>ProQuest Central (purchase pre-March 2016)</collection><collection>ABI/INFORM Collection</collection><collection>ProQuest Central (Alumni) (purchase pre-March 2016)</collection><collection>ABI/INFORM Collection (Alumni Edition)</collection><collection>ProQuest Central (Alumni)</collection><collection>ProQuest Central</collection><collection>AUTh Library subscriptions: ProQuest Central</collection><collection>Business Premium Collection</collection><collection>East Europe, Central Europe Database</collection><collection>ProQuest One Community College</collection><collection>ProQuest Central</collection><collection>Business Premium Collection (Alumni)</collection><collection>ABI/INFORM Global (Corporate)</collection><collection>ProQuest Business Collection (Alumni Edition)</collection><collection>ProQuest Business Collection</collection><collection>ABI/INFORM Professional Advanced</collection><collection>ABI/INFORM global</collection><collection>One Business</collection><collection>ProQuest One Business (Alumni)</collection><collection>ProQuest One Academic Eastern Edition (DO NOT USE)</collection><collection>ProQuest One Academic</collection><collection>ProQuest One Academic UKI Edition</collection><collection>ProQuest Central China</collection><collection>ABI/INFORM Collection China</collection><collection>ProQuest Central Basic</collection><jtitle>Acta Prosperitatis</jtitle></facets><delivery><delcategory>Remote Search Resource</delcategory><fulltext>fulltext</fulltext></delivery><addata><au>Zafran, Muhammad</au><au>Vevere, Velga</au><aucorp>EKA University of Applied Sciences,Latvia</aucorp><aucorp>Turiba University, Latvia</aucorp><format>journal</format><genre>article</genre><ristype>JOUR</ristype><atitle>THE INFLUENCE OF RETAIL SERVICES AND SELLING BEHAVIORS ON CUSTOMER’S SATISFACTION, TRUST AND LOYALTY INTENTIONS IN RETAIL INDUSTRY OF PAKISTAN</atitle><jtitle>Acta Prosperitatis</jtitle><date>2021</date><risdate>2021</risdate><volume>12</volume><issue>12</issue><spage>203</spage><epage>222</epage><pages>203-222</pages><issn>1691-6077</issn><abstract>This study examines the impact of retail services quality and selling behavior on customers’ satisfaction, trust, and store loyalty in case of high involvement products such as consumer electronics/home appliances in the context of Pakistan. The data was collected from 377 customers who completed the survey online. Respondents were particularly asked if they had any experience of buying such items recently and keeping in mind the purchase experience, rate the scale items accordingly. Factor analysis and multiple regression analysis were used for model testing. The study results show that store service quality and selling orientation strategy both have a significant impact on customer satisfaction, trust and store loyalty intentions. The study also involves the mediation analysis, satisfaction‐trust serving as mediator factor between two IVs (service quality and selling behaviors) and DV (store loyalty intentions). Results show that services quality and selling behaviour both have significant influence on store loyalty intentions. Further, satisfaction‐trust mediates the relationship between variables. The indirect path is significant which proves that satisfaction‐trust mediate the relationship between store attributes and consumer buying behaviour. The study has significant implications for multiple retail channels that can incorporate retail service quality and selling behaviour strategy (relational selling & consultative selling) to differentiate the retail brand services. Retailers of high involvement products category heavily relying on the selling skills and behaviour of salesperson/employee, can benefit from the study to implement retail brand positioning strategy.</abstract><cop>Riga</cop><pub>Turiba University</pub><doi>10.37804/1691-6077-2021-12-203-222</doi><tpages>20</tpages><oa>free_for_read</oa></addata></record> |
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subjects | Behavior Consumer electronics Cooperation Cultural differences Customer relations Customer satisfaction Customer services Influence Information sharing Marketing Perceptions Personal relationships Problem solving Purchasing Quality of service Retail stores Salespeople Trust |
title | THE INFLUENCE OF RETAIL SERVICES AND SELLING BEHAVIORS ON CUSTOMER’S SATISFACTION, TRUST AND LOYALTY INTENTIONS IN RETAIL INDUSTRY OF PAKISTAN |
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