A proposed model of consumer loyalty in the retailing sector based on the Kuwaiti experience

摘要

This paper is based on a study of store loyalty, specifically related to the Kuwaiti context and addressing cooperative retail outlets. A critical review of store loyalty and the contributing factors of the literature that impact on consumer satisfaction are discussed, together with measuring approaches. The paper then discusses the proposed model, which is based on an empirical study involving consumers in Kuwait. It was established that, in general, business loyalty could positively and significantly be influenced by good management, image and customer services.