Understanding the role of service attributes in consumer small retailer relationships: Findings from Pakistan

• Main Authors: Najmi, A., Ali, S.F., Ahmed, W., Kanapathy, Kanagi, Aziz, Azmin Azliza
• Format: Article
• Published: Inderscience Publishers 2021
• Subjects: HF Commerce
• Online Access: http://eprints.um.edu.my/36006/; https://www.scopus.com/inward/record.uri?eid=2-s2.0-85103636687&doi=10.1504%2fIJMP.2021.113832&partnerID=40&md5=11ec5eea7d042425e71141dcdc54178a
• Institution: Universiti Malaya

The purpose of this study is to identify the impact of service attributes consisting of assortment, service and store environment, on satisfaction and relationships among consumers and small retailers. Further, the impact of satisfaction and relationship was also analysed on loyalty. The sample size for this study was 318 grocery retail customers. Partial least square structural equation modelling has been used as a statistical technique. It was concluded that all independent variables had significant positive impact on dependent variables, except that assortment was found to have no significant impact on the relationship. Findings of the study are discussed whereas practical implications are also highlighted. Copyright © 2021 Inderscience Enterprises Ltd.