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Models of Customers Satisfaction with Supermarkets in Poland

Author

Listed:
  • Grzegorz Biesok

    (University of Bielsko-Biała, Poland)

  • Jolanta Wyród-Wróbel

    (University of Bielsko-Biała, Poland)

Abstract

The purpose of this paper was to compare three models of customer satisfaction with supermarkets in Poland. The authors decided to verify what kinds of satisfaction models are appropriate for describing relations between customer satisfaction and other constructs. The authors used structural equation modelling (SEM) to test and validate the models containing several latent variables, such as: perceived quality, perceived value and customer expectations. All of them were equipped with proper manifest variables, measured in a survey. The survey questionnaires were distributed using snowballing method. Verified models confirmed the significant impact of perceived quality on customer satisfaction and these two variables demonstrated the highest correlation. The study showed that the customer satisfaction reaches higher determination in more complicated models, such as value-based model and confirmation model. The study also showed that customer expectations don't have a direct impact on customer satisfaction.

Suggested Citation

  • Grzegorz Biesok & Jolanta Wyród-Wróbel, 2018. "Models of Customers Satisfaction with Supermarkets in Poland," European Journal of Business Science and Technology, Mendel University in Brno, Faculty of Business and Economics, vol. 4(1), pages 81-92.
    • Handle: RePEc:men:journl:v:4:y:2018:i:1:p:81-92
    DOI: 10.11118/ejobsat.v4i1.113
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    References listed on IDEAS

    as
    1. Terblanche, Nic S., 2018. "Revisiting the supermarket in-store customer shopping experience," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 48-59.
    2. S M Sohel Rana & Abdullah Osman & Md. Aminul Islam, 2014. "Customer Satisfaction of Retail Chain Stores: Evidence from Bangladesh," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(12), pages 574-584, October.
    3. Youjae Yi & Suna La, 2003. "The Moderating Role of Confidence in Expectations and the Asymmetric Influence of Disconfirmation on Customer Satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(5), pages 20-47, November.
    4. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
    5. Chen, Ching-Fu & Chen, Fu-Shian, 2010. "Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists," Tourism Management, Elsevier, vol. 31(1), pages 29-35.
    6. S M Sohel Rana & Abdullah Osman & Md. Aminul Islam, 2014. "Customer Satisfaction of Retail Chain Stores: Evidence from Bangladesh," Journal of Asian Scientific Research, Asian Economic and Social Society, vol. 4(10), pages 574-584.
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    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    consumer research; customer satisfaction; customer satisfaction model; supermarkets; structural equation modelling (SEM);
    All these keywords.

    JEL classification:

    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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