IDEAS home Printed from https://ideas.repec.org/p/pra/mprapa/56942.html
   My bibliography  Save this paper

What Drives Client Satisfaction at Non-profit Thrift Stores?

Author

Listed:
  • Wodon, Divya
  • Wodon, Naina
  • Wodon, Quentin

Abstract

While thrift stores are associated with the idea of thrift, it does not follow that they attract only clients with limited resources who are highly price sensitive. Today thrift stores are becoming less stigmatized and are attracting middle class clients and the better off as well. This suggests that beyond low prices, the clientele may be sensitive to other aspects of the thrift store experience, including good old customer service. The purpose of this paper is to measure and assess the drivers of client satisfaction using quantitative and qualitative data. The paper relies on a client survey implemented among the clientele of Martha’s Outfitters, a highly successful non-profit thrift store located in Washington, DC, in order to assess through basic statistics, regression analysis, as well as responses to open ended questions what drives the high level of satisfaction observed among the clientele. The results suggest that the principal factor leading to high satisfaction among the clientele is the quality of the store’s customer service. Low prices, variety in the available stock of merchandize, quality of the available merchandize, and convenience (including in terms of location) also play a role, but a less important one.

Suggested Citation

  • Wodon, Divya & Wodon, Naina & Wodon, Quentin, 2013. "What Drives Client Satisfaction at Non-profit Thrift Stores?," MPRA Paper 56942, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:56942
    as

    Download full text from publisher

    File URL: https://mpra.ub.uni-muenchen.de/56942/1/MPRA_paper_56942.pdf
    File Function: original version
    Download Restriction: no

    References listed on IDEAS

    as
    1. Turley, L. W. & Milliman, Ronald E., 2000. "Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence," Journal of Business Research, Elsevier, vol. 49(2), pages 193-211, August.
    2. repec:dau:papers:123456789/7634 is not listed on IDEAS
    3. repec:eee:jouret:v:86:y:2010:i:4:p:355-371 is not listed on IDEAS
    4. repec:eee:jouret:v:85:y:2009:i:1:p:31-41 is not listed on IDEAS
    5. repec:eee:jouret:v:85:y:2009:i:1:p:15-30 is not listed on IDEAS
    6. Wodon, Divya & Wodon, Naina & Wodon, Quentin, 2013. "Thrift Stores Funding Food Pantries: A Win-Win Strategy for Nonprofits Serving the Poor?," MPRA Paper 56941, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wodon, Divya & Wodon, Naina & Wodon, Quentin, 2013. "Opening a New Nonprofit Thrift Store: Performance, Competition, Pricing, and Financial Sustainability," MPRA Paper 56943, University Library of Munich, Germany.
    2. Divya Wodon & Naina Wodon, 2013. "What Drives Individual Sales at Nonprofit Thrift Stores?," Economics Bulletin, AccessEcon, vol. 33(4), pages 2791-2800.

    More about this item

    Keywords

    Thrift stores; Nonprofits; Client satisfaction; Customer service; Secondhand clothing;

    JEL classification:

    • L31 - Industrial Organization - - Nonprofit Organizations and Public Enterprise - - - Nonprofit Institutions; NGOs; Social Entrepreneurship

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pra:mprapa:56942. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Joachim Winter). General contact details of provider: http://edirc.repec.org/data/vfmunde.html .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.