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The role of Satisfaction and Demographic Factors in Building Store Loyalty (CROSBI ID 130338)

Prilog u časopisu | izvorni znanstveni rad

Anić, Ivan-Damir ; Radas, Sonja The role of Satisfaction and Demographic Factors in Building Store Loyalty // Privredna kretanja i ekonomska politika, 16 (2006), 108; 66-86-x

Podaci o odgovornosti

Anić, Ivan-Damir ; Radas, Sonja

engleski

The role of Satisfaction and Demographic Factors in Building Store Loyalty

This paper explores relative importance of satisfaction and demographic factors in building store loyalty behaviour. The model was tested with data collected from a consumer survey, carried out in the high/low Croatian hypermarket setting. Data was analyzed using descriptive statistics, simple and multiple regression analysis. In general, research results support proposed framework. Conative loyalty was positively driven by satisfaction with shopping experience, household’ s size and age. Females exhibited higher conative loyalty than males, and “ near shoppers” exhibited higher conative loyalty than “ distant shoppers” . Contrary to expectations, income did not predict conative loyalty behaviour. A furhter important finding of this study is that there is a positive link between conative and action loyalty. For retailers, the importance of the model presented is in predicting consumer purchasing behaviour and using this information to design such retailing strategies that will enhace satisfaction, conative and action store loyalty, and contribute to increased sales revenues.

satisfaction; demographic factors; store loyalty; hypermarket retailer

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Podaci o izdanju

16 (108)

2006.

66-86-x

objavljeno

1330-187X

Povezanost rada

Ekonomija

Indeksiranost