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Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets

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  • Martínez-Ruiz, María Pilar
  • Jiménez-Zarco, Ana Isabel
  • Izquierdo-Yusta, Alicia

Abstract

The marketing literature has shown how certain attributes of the store are key for grocery retailers to differentiate themselves in the final markets. From this preliminary consideration the present work proposes a step forward by ascertaining the main factors that underlie the attributes of the store which have already been identified in the literature. All of this is taken into account with the object to examine which of these factors presents a greater influence on customer satisfaction. To test the proposed analysis, a sample of 358 Spanish customers that had carried out their purchase in different types of grocery stores (in particular, hypermarkets and supermarkets) has been analyzed considering a key variable of retail patronage behavior: the store format in which the purchase had been carried out. This study has enabled us to obtain interesting conclusions about the variables that have the most influence on customer satisfaction, providing useful managerial recommendations for decision-making in grocery retailing.

Suggested Citation

  • Martínez-Ruiz, María Pilar & Jiménez-Zarco, Ana Isabel & Izquierdo-Yusta, Alicia, 2010. "Customer satisfaction's key factors in Spanish grocery stores: Evidence from hypermarkets and supermarkets," Journal of Retailing and Consumer Services, Elsevier, vol. 17(4), pages 278-285.
    • Handle: RePEc:eee:joreco:v:17:y:2010:i:4:p:278-285
    DOI: 10.1016/j.jretconser.2010.02.005
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    Cited by:

    1. Mª Pilar Martínez-Ruiz & Ana Isabel Jiménez-Zarco & Alicia Izquierdo-Yusta, 2012. "El efecto de la situación económica actual en el nivel máximo de satisfacción del consumidor y el comportamiento de la clientela," DOCFRADIS Working Papers 1202, Catedra Fundación Ramón Areces de Distribución Comercial, revised Mar 2012.
    2. Vázquez-Suárez, Luis & Mejía-Vásquez, Pericles Ramón & Serafim da Silva, Sheila & Sánchez-Gómez, Roberto, 2022. "Gender’s moderating role in the relationship between organisational form and performance in the Spanish supermarket industry," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    3. María Pilar Martínez-Ruiz & Juán José Blázquez-Resino & Giovanni Pino, 2017. "Store attributes leading customer satisfaction with unplanned purchases," The Service Industries Journal, Taylor & Francis Journals, vol. 37(5-6), pages 277-295, April.
    4. Filipe, Sandra & Marques, Susana Henriques & Salgueiro, Maria de Fátima, 2017. "Customers' relationship with their grocery store: Direct and moderating effects from store format and loyalty programs," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 78-88.
    5. Ivana Pavlić & Katija Vojvodić & Barbara Puh, 2020. "Consumer Segmentation in Food Retailing in Croatia: A Latent Class Analysis," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 32(SI), pages 9-29.
    6. Gluhović Nikola, 2018. "Factors Influencing the Selection of Retail Chains with Large Purchasing in Bosnia and Herzegovina," Economic Themes, Sciendo, vol. 56(1), pages 35-56, April.
    7. Kim, Nayeong & Lee, Dongmin & Cho, Seonghwan & Moon, Junghoon, 2023. "The effect of exclusive distribution on the sales of ready-made meals in online retail," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    8. Kaswengi, Joseph & Diallo, Mbaye Fall, 2015. "Consumer choice of store brands across store formats: A panel data analysis under crisis periods," Journal of Retailing and Consumer Services, Elsevier, vol. 23(C), pages 70-76.
    9. Kacen, Jacqueline J. & Hess, James D. & Walker, Doug, 2012. "Spontaneous selection: The influence of product and retailing factors on consumer impulse purchases," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 578-588.

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