Title: Measuring relationship quality in luxury product: exploratory factor analysis

Authors: Shubhi Agarwal; Anand Mohan Agrawal

Addresses: GLA University, Mathura, Uttar Pradesh, India ' GLA University, Mathura, Uttar Pradesh, India

Abstract: This paper is focused on understanding the perception of the customers towards the quality of their bond with their respective sellers in the Indian jewellery sector and identifying the key factors playing a major role in measuring their relationship quality. For data collection, 407 regular customers of different jewellery showrooms were asked to mark their responses in questionnaire about relationship quality efforts from the retailer's side on a Likert scale. Exploratory factor analysis was used to extract the variables from the data. This research finds out five factors for measuring relationship. 'Commitment', 'Trust', 'Product category involvement', 'Satisfaction' and 'Communication' are the factors that explain the quality of relationships in a luxury product. The focus of the customers is now on systematic, transparent, trustworthy and empathetic dealing. To the best knowledge of the authors, no study has focused on the Indian jewellery sector in the relationship quality context.

Keywords: relationship quality; exploratory factor analysis; jewellery; high-involvement category products; luxury products.

DOI: 10.1504/IJPD.2021.118043

International Journal of Product Development, 2021 Vol.25 No.3, pp.242 - 254

Received: 01 Aug 2020
Accepted: 13 Apr 2021
Published online: 08 Oct 2021 *

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