Fine Tuning Customer Satisfaction to Prevent Shopper Attrition

Abstract

This study estimated two models; one predicting store satisfaction and the other predicting store loyalty. This paper demonstrates that the significant factors that contribute to store satisfaction have little in common with the factors that impel shoppers to stay store loyal. Moreover, there was no evidence from this study that shoppers– store satisfaction was a significant influence on their continued patronage of the store. However even in a state of heightened consciousness of a special purchase opportunity (ongoing discounted petrol) in an alternative grocery store, respondent shoppers in this study, showed evidence of eight factors that could motivate them to continue returning to the ..