Drivers of customer behavioral intentions and the relationship with service quality in specific industry contexts

ABSTRACT

The purpose of this paper is to present a methodology to systematize the determinants of customer satisfaction and loyalty and the relationship with the perceived quality of service in traditional retail stores in the South and Island regions of Portugal. The proposed conceptual model aims to analyse if perceived service quality (five dimensions of SERVQUAL) directly contribute to customer satisfaction, customer-perceived value and corporate image. The results show that service quality significantly influences corporate image, perceived value and customer satisfaction. Furthermore, perceived value and quality service are the main determinants of customer satisfaction. Additionally, customer satisfaction, corporate image and perceived value significantly affect behavioural intentions towards the act of buying. From an interdisciplinary perspective, this study contributes to the consumer behaviour literature and service quality management in specific industry contexts.

KEYWORDS:

• Service quality
• customer loyalty
• Portugal
• retail stores
• consumer behaviour

Disclosure statement

No potential conflict of interest was reported by the author(s).

Additional information

Notes on contributors

Cláudia Miranda Veloso

Cláudia Miranda Veloso European PhD in Social Sciences (Economics and Management), master in Applied Economic from the University of Salamanca and she is graduates in Management from the ISEG - University of Lisboa. She is currently professor at ESTGA – School of Technology and Management, University of Aveiro, where she lectures several courses in the areas of management (marketing and finances), both at master and graduate levels. She was a Member of the Board of the Centro Hospitalar do Nordeste (ULSNE) and Technical Adviser of the Ministry of Health of Portugal. She is a researcher at Research Unit on Governance, Competitiveness and Public Policies (GOVCOPP). Her current research interest is in Management, Tourism Research, Innovation, Marketing, Corporate Social Responsibility and Sustainable, Finance and Higher Education Quality. She participated in 4 international projects IandD and supervised several master students

Bruno Barbosa Sousa

Bruno Barbosa Sousa is a Professor in Polytechnic Institute of Cavado and Ave (IPCA, Portugal) Head of Master Program - Tourism Management - PhD Marketing and Strategy. He was Market Analist at Sonae Distribuição – Modelo e Continente, S.A. (2006 to 2009) and he was Marketing Assistant - Jornal O Jogo at Controlinveste (2005) - Best Paper Award in Strategic Marketing and Value Creation (International Conference on Innovation and Entrepreneurship in Marketing and Consumer Behaviour 2020) Teaching Award of the School of Economics and Management of the University of Minho 2015/2016 - Best Thesis in Tourism Award - ICIEMC 2015.