首页> 外文期刊>International Journal of Retail & Distribution Management >Premium versus affordable clothing retailers: what are customer expectations for satisfaction and repurchase intentions?
【24h】

Premium versus affordable clothing retailers: what are customer expectations for satisfaction and repurchase intentions?

机译:Premium与经济实惠的服装零售商:客户对满足和回购意图的期望是什么?

获取原文
获取原文并翻译 | 示例

摘要

Purpose Within the highly competitive clothing retail industry, retailers (both affordable and premium) need to consider which customer experience elements drive customer satisfaction and repurchase intentions. The purpose of this study is to determine whether customer expectations are different for various types of clothing retailers, and what customers specifically expect when purchasing from a retailer. Design/methodology/approach For this study, a positivistic quantitative research design and a non-probability convenience sampling method were used. A total of 222 useable questionnaires were used to conduct descriptive statistics. Confirmatory factor analysis, structural equation modelling and multi-group analysis were run to test the hypotheses. Findings The results indicate that customers expect affordable retailers to provide them with convenience and to create a positive shopping experience, while premium clothing retailers should offer added-value and convenience. In addition, the presence of other customers influences the experience. For both groups, satisfaction was a predictor of loyalty, which, in turn, was a predictor of repurchase intentions. Originality/value The study is unique as it compares the customer expectations for satisfaction and repurchase intentions for both affordable retailers and premium retailers. The study is conducted in an emerging market context where the growth of the retailing industry is visible. By conducting this study, both affordable and premium clothing retailers are more informed with regards to their customer's expectations and how those expectations should be managed in order to ensure satisfaction and repurchase intention.
机译:目的在竞争激烈的服装零售业,零售商(既理实惠和溢价)需要考虑哪些客户体验元素推动客户满意度和回购意图。本研究的目的是确定客户的期望是否对各种类型的服装零售商不同,以及从零售商处购买时的客户特别期望的客户。本研究的设计/方法/方法,使用了实证主义的定量研究设计和非概率便利性采样方法。共使用222名可用问卷来进行描述性统计数据。验证因子分析,运行结构方程建模和多组分析以测试假设。结果表明,结果表明,客户期望经济实惠的零售商为他们提供便利和创造积极的购物体验,而优质服装零售商应该提供附加价值和便利。此外,其他客户的存在会影响经验。对于这两个群体来说,满意度是忠诚度的预测因子,这反过来又是回购意图的预测因素。原创性/价值研究是独一无二的,因为它比较了客户对合理的零售商和高级零售商的满意度和回购意图的宗旨。该研究是在新兴市场背景下进行的,其中零售业的增长是可见的。通过进行这项研究,经济实惠和高级服装零售商都更加了解客户的期望以及如何管理这些期望,以确保满足并回购意图。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱:kefu@zhangqiaokeyan.com

京公网安备:11010802029741号 ICP备案号:京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有
  • 客服微信

  • 服务号