Metrika

  • citati u SCIndeksu: 0
  • citati u CrossRef-u:0
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:12
  • preuzimanja u poslednjih 30 dana:6

Sadržaj

članak: 1 od 8  
Back povratak na rezultate
2020, vol. 51, br. 2, str. 121-130
Uticaj elemenata kvaliteta usluga u maloprodajnim trgovinskim objektima na lojalnost potrošača
Visoka poslovna škola strukovnih studija, Novi Sad

e-adresadragana.vps@gmail.com, draganag.vps@gmail.com, vranjesmarija.vps@gmail.com
Ključne reči: kvalitet usluga; maloprodaja; trgovinski objekti; potrošači; lojalnost
Sažetak
Koncept "kvalitet usluga u maloprodaji" tokom poslednjih decenija zauzima značajno mesto u literaturi marketing usluga. U maloprodajnoj industriji vlada jaka konkurencija s obzirom na veliki broj preduzeća koja posluju na tom tržištu. Obezbeđivanje usluga visokog kvaliteta se smatra osnovnom strategijom za sticanje konkurentske prednosti u ovoj industriji. Visokokvalitetne usluge vode ka većoj vrednosti za potrošača, što obezbeđuje veću lojalnost određenom maloprodajnom trgovinskom objektu. Cilj ovog rada je da ukaže na međuzavisnost između elemenata kvaliteta usluga i lojalnosti potrošača, koristeći odgovarajuće statističke metode. Vlasnici maloprodajnih trgovinskih objekata to mogu iskoristiti za kreiranje poslovnih strategija za uspešno poslovanje na ovom tržištu. Istraživanje se zasniva na upitniku koji je elektronskim putem popunilo 179 ispitanika. Rezultati istraživanja ukazuju da svi identifikovani elemente kvaliteta usluga utiču na lojalnost potrošača u maloprodajnim trgovinskim objektima, a da najznačajniji uticaj na lojalnost imaju kvalitet odnosa sa potrošačima i cene proizvoda i usluga.
Reference
Anderson, E.W. (1996) Customer satisfaction and price tolerance. Marketing Letters, 7(3): 265-274
Anderson, E.W., Sullivan, M.W. (1993) The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2): 125-143
Beneke, J., Greene, A., Lok, I., Mallett, K. (2012) The influence of perceived risk on purchase intent: The case of premium grocery private label brands in South Africa. Journal of Product & Brand Management, 21(1): 4-14
Berry, L.L. (1986) Retail businesses are service businesses. Journal of Retailing, 62(1): 3-6
Chao, P., Fu, H., Lu, I. (2007) Strengthening the quality-loyalty linkage: The role of customer orientation and interpersonal relationship. Service Industries Journal, 27(4): 471-494
Consuegra, D., Molina, A., Esteban, À. (2007) An integrated model of price, satisfaction and loyalty: An empirical analysis in service sector. Journal of Product & Brand management, 16(7): 459-468
Dabholkar, P.A., Thorpe, D.I., Rentz, J.O. (1996) A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science, 24(1): 3-16, winter
Dabholkar, P.A. (1996) Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing, 13(1): 29-51
Demirci-Orel, F., Kara, A. (2015) Assessing the role of service quality of retail self-checkouts on customer satisfaction and loyalty: Empirical evidence from an emerging market. u: Robinson L. [ur.] Marketing dynamism & sustainability: Things change, things stay the same, Baltimore: Springer International Publishing, p. 226
Dimitrovski, D.D., Topalović, S. (2013) Ispitivanje ključnih dimenzija kvaliteta usluge i satisfakcije gostiju u restoraterstvu. Marketing, vol. 44, br. 3, str. 221-230
Drinić, D., Vranješ, M., Gašević, D. (2014) Koncept lojalnosti potrošača u maloprodaji. Škola biznisa, br. 2, str. 91-106
Finn, D.W., Lamb, C.W. (1991) An evaluation of SERVQUAL scale in a retailing setting. Advances in Consumer Research, 18, str. 483-490
Garvin, D.A. (1984) What does 'product quality' really mean?. Sloan Management Review, 26 (1) 25-43
Grubor, A. (2011) Očekivanja, satisfakcija i lojalnost potrošača u marketingu usluga. Anali Ekonomskog fakulteta u Subotici, br. 26, str. 23-32
Hummel, J.W., Savitt, R. (1988) Integrated customer service and retail strategy. International Journal of Retailing, 3(2): 5-21
Karjaluoto, H., Jayawardhena, C., Pihlström, M., Leppäniemi, M. (2015) Effects of service quality, trust, and perceived value on customer loyalty: The case of mobile subscribers. u: Robinson L. [ur.] Proceedings of the 2009 Academy of Marketing Science (AMS) Annual Conference, New Orleans: Springer International Publishing, 179-179
Khare, A., Parveen, C., Rai, R. (2010) Retailer behavior as determinant of service quality in Indian retailing. Journal of Retail & Leisure Property, 9(4): 303-317
Khare, A. (2013) Retail service quality in small retail sector: The Indian experience. Facilities, 31(5/6): 208-222
Lassar, W.M., Manolis, C., Winsor, R.D. (2000) Service quality perspectives and satisfaction in private banking. Journal of Services Marketing, 14(3): 244-271
Marinković, V., Senić, V., Dimitrovski, D. (2013) Merenje stavova potrošača o kvalitetu usluga u restoraterstvu. Teme, vol. 37, br. 1, str. 319-338
Neal, W.D. (1999) Satisfaction is nice, but value drives loyalty. Marketing Research, 11(1): 20-23
Noel, S.Y.M., Cheung, J.T.H. (2001) A measure of retail service quality. Marketing Intelligence & Planning, 19(2): 88-96
Oliver, R.L. (1999) Whence consumer loyalty?. Journal of Marketing, 63(4), 33-44
Ostaseviciute, R., Sliburyte, L. (2008) Theoretical aspects of product positioning in the market. Inzinerine Ekonomika / Engineering Economics, 1: 97-103
Parasuraman, A., Zeithaml, V.A., Berry, L.L. (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4): 41-50
Peker, S., Kocyigit, A., Eren, P. E. (2017) LRFMP model for customer segmentation in the grocery retail industry: A case study. Marketing Intelligence & Planning, 35(4): 544-559
Sabbir, R.M., Nusrate, A. (2014) Service quality and behavioural intentions in broadband services selection. Marketing Intelligence & Planning, 32(4): 455-474
Sellers, P. (1990) What customers really want. Fortune, 121(13), 58-68
Sheikh, A., Lim, M. (2015) The making of brand attachment and brand meanings: The case of a UK engineering services firm. Marketing Intelligence & Planning, 33(6): 887-907
Sivapalan, A., Jebarajakirthy, C. (2017) An application of retailing service quality practices influencing customer loyalty toward retailers. Marketing Intelligence & Planning, 35(7): 842-857
Sokolov-Mladenović, S., Ćuzović, S. (2015) Kvalitet usluga u maloprodaji kao osnova donošenja odluka o kupovini. Marketing, vol. 46, br. 1, str. 26-35
Šapić, S., Kocić, M., Savić, J. (2018) Komunikacione veštine prodavaca kao determinanta satisfakcije i lojalnosti potrošača. Marketing, vol. 49, br. 4, str. 249-258
Tomašević, D., Gašević, D. (2018) Analiza elemenata kvaliteta usluga mobilne telefonije u Republici Srbiji. Škola biznisa, br. 1, str. 73-85
Torlak, Ö., Uzkurt, C., Özmen, M. (2010) Dimensions of service quality in grocery retailing: A case from Turkey. Management Research Review, 33(5): 413-422
Virvalaite, R., Saladiene, V., Skindaras, D. (2009) The relationship between price and loyalty in services industry. Engineering Economics, 63(4), 96-104
Wong, A., Sohal, A. (2003) Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Services Marketing, 17(5), 495-513
Zeithaml, V.A., Berry, L.L., Parasuraman, A. (1996) The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46
 

O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/markt2002121T
objavljen u SCIndeksu: 18.09.2020.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0

Povezani članci

Marketing (2015)
Kvalitet usluga u maloprodaji kao osnova donošenja odluka o kupovini
Sokolov-Mladenović Svetlana, i dr.

Anali Ekon fak Subotica (2018)
Dostupnost proizvoda u kontekstu kvaliteta usluge maloprodavca
Grubor Aleksandar, i dr.

Teme (2013)
Merenje stavova potrošača o kvalitetu usluga u restoraterstvu
Marinković Veljko, i dr.

prikaži sve [44]