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Consumer loyalty and retail service quality in supermarkets


Loktev E.M., Sarkisyan L.G.
(about the authors)

Loktev Eduard Mikhaylovich –

Sarkisyan Lev Grigorevich –

Published in:
Russian Journal of Retail Management
– Volume 3, Number 4 (October-December 2016)



Keywords: customer loyalty, marketing research, monitoring, retail service quality, shopping network, stability of range of goods, staff qualifications, supermarket


Citation:
Loktev E.M., Sarkisyan L.G. (2016). Consumer loyalty and retail service quality in supermarkets. Russian Journal of Retail Management, 3(4), 299-307. doi: 10.18334/tezh.3.4.37083


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Abstract:

The article examines the basic elements of retail service quality and customer loyalty in supermarkets of Donetsk. We also figured out the level of retail service indicators in the retail network of the region.







References:
Azaryan E.M., Loktev E.M., Sarkisyan L.G. (2013). Sovremennye tendentsii razvitiya roznichnoy torgovoy seti [Current trends in the retail trade network] Donetsk. (in Russian).
Parasuraman, Tsaytali, Berri (1985). Kontseptualnaya model otsenki kachestva servisa v buduschikh issledovaniyakh [A Conceptual Model of Service Quality and Its Implications for Future Research]. Marketing. (49). 41-50. (in Russian).
Rozmari V., Mokhammed R. (2005). Osnovy upravleniya roznichnoy torgovley [Retail management basics ] Moscow. (in Russian).
Shubin A.A., Sadekov A.A., Azaryan E.M., Loktev E.M., Sarkisyan L.G. (2005). Sovershenstvovanie biznes protsessov v roznichnom torgovom predpriyatii [Improving business processes in retail outlets] Donetsk : 0. (in Russian).