Original Research
The measurement of consumer satisfaction with selected elements of the total retail experience: An exploratory study of fast food and supermarket retailers
South African Journal of Economic and Management Sciences | Vol 4, No 1 | a2632 |
DOI: https://doi.org/10.4102/sajems.v4i1.2632
| © 2018 N. S. Terblanche, C. Boshoff
| This work is licensed under CC Attribution 4.0
Submitted: 06 July 2018 | Published: 31 March 2001
Submitted: 06 July 2018 | Published: 31 March 2001
About the author(s)
N. S. Terblanche, Department of Business Management, University of Stellenbosch, South AfricaC. Boshoff, Department of Business Management, University of Port Elizabeth, South Africa
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Although attempts have been made to identify some of the dimensions of retail shopping experience, these have been largely fragmented and uncoordinated. No attempt has yet been made to combine the efforts of many retailing students into a comprehensive model that accurately describes the total retailing experience. Also, very little is known about the relationship between the individual dimensions of retail shopping and customer satisfaction. This study attempts to reduce this gap in South African retailing literature by, first modelling the total retailing experience and, then, assessing the influence of selected individual retailing dimensions on customer satisfaction. It also investigates whether the impact of these dimensions of the retailing experience differs between fast food restaurants and supermarket retailers. The empirical results suggest a fairly consistent pattern of relationships between fast food restaurants and supermarkets.
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