To examine whether customer satisfaction and loyalty play a mediating role in the relationship between retail service quality and customer repurchase intention. H1 a : Customer satisfaction and customer loyalty mediate the positive relationship between RSQS and customers' repurchase intention. Rapp studied the development of the customer satisfaction model (PRO SAT), which took over the German car market in the executive segment.
The results of the study showed that performance dimensions contribute to different levels of customer satisfaction. Service quality leads to customer satisfaction and the result was a high correlation with customer loyalty. To examine whether customer satisfaction and customer loyalty play a mediating role in the relationship between retail service quality and customer repurchase intention.
H1 a: Customer satisfaction and customer loyalty (taken individually at a time) mediate in the relationship model, which ranges from RSQ to the customer's repurchase intention. Instrument:- Questionnaire consisting of RSQ scale, customer satisfaction scale, customer loyalty scale and customer repurchase intention scale. MATERIALS ASSOCIATED WITH THIS STORE'S SERVICE (SUCH AS SHOPPING BAGS, LOYALTY CARDS AND CATALOGS) ARE VISUALLY APPEALING.
VF6 THE STORE LAYOUT IN THIS STORE MAKES IT EASIER FOR THE CUSTOMERS TO MOVE IN IT. THE MATERIALS ASSOCIATED WITH THE SERVICE OF THIS STORE (.. SHOPPING BAGS, LOYALTY CARDS AND CATALOGS) ARE VISUALLY APPEALING. THE STORE LAYOUT IN THIS STORE MAKES IT EASIER FOR CUSTOMERS TO FIND WHAT THEY NEED.
Convergent Validity
To proceed with a satisfactory factor analysis, it is vital that the KMO measures are greater than 0.5. Bartlett's test of sphericity is used to test the hypothesis that the variables are uncorrelated in the population. In other words, it tests that the population correlation matrix is an identity matrix; each variable is perfectly correlated with itself but uncorrelated with other variables.
It was evaluated using a chi-square test with a value of 14281.540 with degrees of freedom = 820 and it was found to be significant at a 0.000 level of significance and therefore the null hypothesis was rejected which makes it clear that the item-to-item correlation matrix was not an identity matrix and that the data were normally distributed so that factor analysis could be appropriately performed.
Validity Concerns: Convergent Validity: (indicators of a specific factor should converge or share a high proportion of variance in common) the AVE for CAREF is less than 0.50
Note: If 0.4 < AVE < 0.5, we can still accept it because according to Fornell and Larcker (1981), if the composite reliability is higher than 0.6, the convergent validity of the construct is still considered sufficient . Questions related to convergent validity, discriminant validity and reliability were conducted and the results of EFA revealed that these were well within the prescribed range before moving to CFA.
CONFIRMATORY FACTOR ANALYSIS
22 Chi-
Multivariate Assumptions
- Homoscedasticity
SEM using maximum likelihood (MLE) is robust to kurtosis violations of multivariate normality as long as the sample size is large (greater than 200, in our case it is 648) even if the distribution of the data is slightly skewed. normal. If the VIF threshold >3, then there is a possibility of the existence of multicollinearity between the variables (Gaskin, “Detection of multicollinearity) and if the VIF threshold >5 (Ringle et. al., 2015) then there is a certain case of the existence of multicollinearity between the variables.
25 6.1.3 Cook’s D Check Test For Outliers
SEM PATH - IMPUTED COMPOSITE SCORE MODEL RSQS SATLOYRPI - Unstandardized model
26 8. HYPOTHESIS TESTING
Research Question
Hypothesis Statement Based On the Research Question
Testing Procedure and Results
27 Relation
Interpretations
CONCLUSION
H1 4a: Customer Loyalty mediates the positive relationship between Customer Satisfaction and Customer Repurchase Intention (p < .05) (supported). Thus, H1 a: Customer satisfaction and customer loyalty (taken separately at a time) mediate the relationship model ranging from RSQ to customer repurchase intention. Post-hoc Statistical Power Analysis was performed using the online calculator of Soper (2019), https://www.danielsoper.com/statcalc/references.aspx?id=9.
The post hoc power (1) for the study was found to be well above the cut-off criteria (0.80) according to the table above and this analysis confirms the validity of all significance results for all tests conducted within the range of SEM and mediation tests in our studies.
SUMMARY OF RESULTS AND CONCLUSION S.N
Suggestions For Researchers
Limitations & Implications Of The Study .1 Limitations
- Research Implications
Thus, this study is unique in nature with respect to the study of hypermarkets in Central India and hence the research implications of this study can be quite far-reaching if similar type of research is conducted in different zones of India. 1996), "A measure of service quality for stores: scaling and validation", Journal of the Academy of Marketing Science, Vol.24, No.1, pp. Customer Satisfaction through Service Quality" Unpublished thesis for the degree of DR, University of Twente ( Netherlands). 34;An Experimental Study of Consumer Effort, Expectation and Satisfaction", Journal of Marketing Research, 2 (August), p Consumer expectations, product performance and perceived product quality Effect of expectation and denial on post-release product evaluations: an alternative interpretation", Journal for Applied Psychology.
Kotler en Armstrong (2000), Principes van marketing, Prentice Hall; 9e editie Ontmoet tevredenheid versus algehele tevredenheid versus kwaliteit", In Roland T. Rajshekhar GJ, & Moberg CR (1997), “Service Loyalty: Implications for Service Providers”, Journal of Services Marketing, 11 (3), pp Brand loyalty: The Link Between Attitude and Behaviour', Journal of Advertising Research, november/december 1996. Loyalty: Toward an Integrated Conceptual Framework", Journal of the Academy of Marketing Science, 22, pp Evaluating Service Encounters: The Effects of Physical Environments and Employees Responses" , Journal of Marketing, 54(2), pp. 2000), “Transaction-Specific Satisfaction and Overall Satisfaction: An Empirical Analysis”, Journal of Services Marketing, 14 (2), p Research Methodology and Data Analysis 2nd Edition.
