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An exploratory study of the relationship between store image, trust, satisfaction and loyalty in a franchise setting

Southern African Business Review

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Title An exploratory study of the relationship between store image, trust, satisfaction and loyalty in a franchise setting
 
Creator Beneke, J
Adams, E
Demetriou, O
Solomons, R
 
Subject store image, trust, satisfaction, loyalty, franchise, retail, South Africa
 
Description This study aims to shed insight on how young shoppers, between theages of 21 and 35, perceive, and relate to, franchise and corporateownedstores in the supermarket industry. This is achieved by investigating the roles of store image, trust and satisfaction in predicting loyalty to a particular store type. By analysing empirical results, this study shows that compared to corporate-owned stores, consumers have an overall better perception of franchise stores, especially in terms of trust and customer satisfaction. Examining an integrative loyalty framework, the study shows diff erential eff ects in how Store Image elements infl uence customer Loyalty indirectlythrough satisfaction, and how Trust elements infl uence customer Loyalty indirectly through Satisfaction.
 
Publisher College of Economic and Management Sciences (UNISA)
 
Contributor —
 
Date 2012-05-14
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://www.ajol.info/index.php/sabr/article/view/76399
 
Source Southern African Business Review; Vol 15, No 2 (2011)
1998-8125
1561-896X
 
Language eng
 
Relation https://www.ajol.info/index.php/sabr/article/view/76399/66857
 
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