An examination of the antecedents of repatronage intentions across different retail store formats

Abstract

This study explores the extent to which repatronage intentions of retail stores are affected by perceived value for money, customer satisfaction and consumption feelings. In addition, we examine the effect of store service provision as an antecedent to such consumer evaluations of retail stores. These relationships are modeled overall and then examined in the context of both department stores (defined as mass-merchandisers, which highlight quality image and high customer service) and discount stores (defined as mass-merchandisers with an emphasis on self-service and low prices). While all paths (except one) were significant in the overall model, differences were found when comparing the department and discount store models. Overall, perceived value for money played a much more significant role in the discount store model, whereas consumption feelings were shown to be more central to the department store model.