Title: Understanding the role of service attributes in consumer small retailer relationships: findings from Pakistan

Authors: Arsalan Najmi; Syed Fahad Ali; Waqar Ahmed; Kanagi Kanapathy; Azmin Azliza Aziz

Addresses: Department of Management Sciences, IQRA University, Karachi-75300, Pakistan; Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur-50603, Malaysia ' Department of Management Sciences, IQRA University, Karachi-75300, Pakistan ' Department of Management Sciences, IQRA University, Karachi-75300, Pakistan ' Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur-50603, Malaysia ' Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur-50603, Malaysia

Abstract: The purpose of this study is to identify the impact of service attributes consisting of assortment, service and store environment, on satisfaction and relationships among consumers and small retailers. Further, the impact of satisfaction and relationship was also analysed on loyalty. The sample size for this study was 318 grocery retail customers. Partial least square structural equation modelling has been used as a statistical technique. It was concluded that all independent variables had significant positive impact on dependent variables, except that assortment was found to have no significant impact on the relationship. Findings of the study are discussed whereas practical implications are also highlighted.

Keywords: assortment; service; store environment; satisfaction; relationship; loyalty; Pakistan.

DOI: 10.1504/IJMP.2021.113832

International Journal of Management Practice, 2021 Vol.14 No.2, pp.198 - 216

Accepted: 27 May 2020
Published online: 12 Mar 2021 *

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