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Title: Customer Loyalty toward grocery retailing service: a multidimensional approach to costumer perceived value
Authors: Sampaio, Ana
Saramago, João
Editors: Borges, Ana Pinto
Keywords: Customer loyalty
customer satisfaction
customer perceived value
sHORT version of PERVAL scale
Structural equation modeling
confirmatory factorial analysis
hierarchical models
reflective versus formative models
Issue Date: 30-Oct-2016
Publisher: European Journal of Applied Business Management, 2(2), 2016, pp.96-114.
Citation: EJABM
Abstract: Structured abstract Purpose: To deepen, in grocery retail context, the roles of consumer perceived value and consumer satisfaction, as antecedents’ dimensions of customer loyalty intentions. Design/Methodology/approach: Also employing a short version (12-items) of the original 19-item PERVAL scale of Sweeney & Soutar (2001), a structural equation modeling approach was applied to investigate statistical properties of the indirect influence on loyalty of a reflective second order customer perceived value model. The performance of three alternative estimation methods was compared through bootstrapping techniques. Findings: Results provided i) support for the use of the short form of the PERVAL scale in measuring consumer perceived value; ii) the influence of the four highly correlated independent latent predictors on satisfaction was well summarized by a higher-order reflective specification of consumer perceived value; iii) emotional and functional dimensions were determinants for the relationship with the retailer; iv) parameter’s bias with the three methods of estimation was only significant for bootstrap small sample sizes. Research limitations:/implications: Future research is needed to explore the use of the short form of the PERVAL scale in more homogeneous groups of consumers. Originality/value: Firstly, to indirectly explain customer loyalty mediated by customer satisfaction it was adopted a recent short form of PERVAL scale and a second order reflective conceptualization of value. Secondly, three alternative estimation methods were used and compared through bootstrapping and simulation procedures.
ISSN: ISSN-2183-5594
Type: article
Appears in Collections:MAT - Publicações - Artigos em Revistas Internacionais Com Arbitragem Científica

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