Structural Determinants Of Customer Satisfaction In Loyalty Models: Turkish Retail Supermarkets

Abstract

Customer satisfaction and loyalty are very important to develop the retail strategies. The main goal of this study is to examine the determinants of customer satisfaction by customer and store related factors. In this study, using structural equation modeling, structural determinants of satisfaction are investigated in the context of loyalty models. We use Dickson's (1982) and Bloemer's (2002) frameworks as a starting point and distinguish a person determinant, a situation determinant and a person within situation determinant of customer satisfaction. The results of this study provide that positive affect, image and customer relationship proneness play a significant role in creating satisfaction. (C) 2011 Published by Elsevier Ltd. Selection and/or peer-review under responsibility of the 2nd World Conference on Psychology, Counselling and Guidance.