Title: Service quality in retail market: effect on attitude, satisfaction and loyalty to the store brands

Authors: Sameh Tebourbi; Romdhane Khemakhem

Addresses: Faculty of Economic Sciences and Management of Sfax, Sfax University, Street of the Airport, 4.5 km, LP 1088, Sfax 3018, Tunisia ' Faculty of Economic Sciences and Management of Sfax, Sfax University, Street of the Airport, 4.5 km, LP 1088, Sfax 3018, Tunisia

Abstract: This research examines the mediator effects of the general attitude to SB, satisfaction to SB on the relationship between service quality in retailing and loyalty to SB by proposing and testing an integrative model of these factors. The sample consists of 250 customers randomly selected. The study used the SERVQUAL model as the main framework for analysing the quality of service. We used structural equation modelling that it is an adequate solution to the design of theoretical models and to test the research hypotheses. The results show that service quality influences indirectly SB loyalty via the mediation of general attitude to SB and satisfaction to SB. Important findings, and managerial implications are also discussed in the current paper.

Keywords: service quality; general attitude; satisfaction and loyalty to SB.

DOI: 10.1504/IJBPSCM.2017.089034

International Journal of Business Performance and Supply Chain Modelling, 2017 Vol.9 No.3, pp.181 - 201

Received: 01 Sep 2015
Accepted: 02 Jan 2017
Published online: 04 Jan 2018 *

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