Determinants of Retail Patronage - A Systematic Literature Review Perspective
Keywords:
retail patronage, product related factors, market related factors, attitudeAbstract
This paper aims to study the determinants of retail patronage to shopping centres. Previous studies have indicated that the long term success and profitability for any shopping centre in these challenging economic times depends on the level of retail patronage. This paper defines retail patronage as store choices and frequency of visits (loyalty). The dimensions used to measure includes product related factors (product features i.e. product quality and price), market related factors (services provided by retailers / shopping centre management) and personal factors (which pertains to the demographics of the consumers). For this study, previous empirical studies are synthesized in order to perform a critical review of the literature. The method used to synthesize this study includes the studying of the total effects of the different dimensions. Whilst the findings have indicated that retail attributes or shopping environments remain crucial to shoppers, shopping centre management should also pay attention to the market related factors such as providing convenience, improvement of quality aspects etc. Further findings from this study conclude that more studies should incorporate customer emotions as well as customer characteristics in order to establish their intentions to patronage intentions.
Downloads
References
Ahmed, Z. U., Ghingold, M. & Dahari, Z., (2007). Malaysian Shopping mall behaviour: an exploratory study. Asia Pacific Journal of Marketing and Logistics, 19(4), 331-348.
Ajzen, I. (2005). Attitudes, personality and behaviour, 2nd edn, Open University Press, Mc- Graw-Hill, UK.
Allard, T., Babin, B. J. & Chebat, J.C., (2009). When income matters : Customer evaluation of shopping malls’ hedonic and utilitarian orientations. Journal of Retailing and Consumer Services, 16, 40–49.
Babin, B. J., Chebat, J. C. & Michon, R. (2004). Perceived appropriateness and its effect on quality, affect and behaviour. Journal of Retailing and Consumer Services, 287 – 298. Bauer, J. C., Kotouc, A. J. & Rudolph, T. (2012). What constitutes a “good assortment”? A scale for measuring consumers’ perceptions of an assortment offered in a grocery category. Journal of Retailing and Consumer Services, 19(1), 11-26.
Bitner, M. J., Booms, B. H., and Mohr, L. A. (1994). Critical Service Encounters: The Employee Viewpoint. Journal of Marketing, 58(4), 95–106.
Bloemer, J., & Ruyter, K. D. (1998). On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 32(5/6), 499–513. Blythe, J. (2013), Consumer Behaviour, Sage Publications Ltd, UK.
Borgers, A. & Vosters, C. (2011). Assessing preferences for mega shopping centres : A conjoint measurement approach. Journal of Retailing and Consumer Services, 18(4), 322-332.
Chebat, J. C., Michon, R., Haj-Salem, N. & Oliveira, S. (2014). The effects of mall renovation on shopping values, satisfaction and spending behaviour. Journal of Retailing and Consumer Services, 21, 610-618.
Chen, C. C. & Quester, P. G. (2009). A value-based perspective of market orientation and customer service. Journal of Retailing and Consumer Services, 16, 197-206. Cornelius, B., Natter, M. & Faure, C. (2010). How storefront displays influence retail store image. Journal of Retailing and Consumer Services, 17, 143-151.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125–131.
Darian, J. C., Wimana, A. R. & Tucci, L. A. (2005). Retail patronage intentions: the relative importance of perceived prices and salesperson service attributes. Journal of Retailing and Consumer Services, 12, 15–23.
Davis, L. & Hodges, N. (2012). Consumer shopping value : An investigation of shopping trip value, in-store shopping value and retail format. Journal of Retailing and Consumer Services, 19(2), 229-239.
Diamond, E. & Diamond, J., (2007). Contemporary Visual Merchandising. Prentice Hall, Upper Saddle River, NJ.
Demoulin, N. T. M., (2011). Music congruency in a service setting : The mediating role of emotional and cognitive responses. Journal of Retailing and Consumer Services, 18(1), 10-18.
Dennis, C., Newman, A., Michon, R., Brakus, J. J. & Wright, L. T. (2010). The mediating effects of perception and emotion : Digital signage in mall atmospherics. Journal of Retailing and Consumer Services, 17, 205-215.
Dodds, W. B., Monroe, K. B. & Grewal, D. (1991). The effects of price, brand and store information on buyers’ product evaluations. Journal of Marketing Research, 28(8), 307-319.
El-Adly, M & Eid, R. (2016). An empirical study of the relationship between shopping environment, customer perceived value, satisfaction and loyalty in the UAE malls context. Journal of Retailing and Consumer Services, 31, 217-227.
Gupta, S. & Pirsch, J., (2008). The influence of a retailer’s corporate social responsibility program on re-conceptualizing store image. Journal of Retailing and Consumer Services, 15, 516-526.
Kaul, S. (2006). A conceptual note on influencing store loyalty: Implications for Indian retailer. Retrieved from http://www.iimahd.ernet.in/publications/data/ 2006-10- 06_skaul.pdf.
Korgaonkar, P. K., Lund, D., & Price, B. (1985). A structural equations approach toward examination of store attitude and store patronage behavior. Journal of Retailing, 61, 39–60.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of Retailing, 49(4), 48-64. Kumar, A. & Kim, Y. K., (2014). The store-as-a-brand strategy : The effect of store environment on customer responses. Journal of Retailing and Consumer Services, 21, 685-695.
Kuruvilla, S. J. & Joshi, N. (2010). Influence of demographics, psychographics, shopping orientation, mall shopping attitude and purchase patterns on mall patronage in India, Journal of Retailing and Consumer Services, 17, 259-269.
Luceri, B. & Latusi, S. (2012). The importance of consumer characteristics and market
structure variables in driving multiple store patronage. Journal of Retailing and Consumer Services, 19, 519-525.
Maruyama, M. & Wu, L. H. (2014). Multiple store patronage : The effects of store characteristics. Journal of Retailing and Consumer Services, 21, 601-609.
Massicotte, M. C., Michon, R., Chebat, J. C., Sirgy, M. J. & Borges, A., (2011). Effects of mall atmosphere on mall evaluation : Teenage versus adult shoppers. Journal of Retailing and Consumer Services, 18(1), 74-80.
Mehrabian, A. & Russell, J. A. (1974). An Approach to Environmental Psychology, MIT Press, Cambridge, MA.
Morschett, D., Swoboda, B. & Foscht, T. (2005). Perception of store attributes and overall attitude towards grocery retailers : The role of shopping motives. The International Review of Retail, Distribution and Consumer Research, 15(4), 423-447.
Nguyen, B. & Klaus, P. (2013). Retail fairness : Exploring consumer perceptions of fairness towards retailers’ marketing tactics. Journal of Retailing and Consumer Services, 20(3), 311-324.
Oh, H.J. & Petrie, J. (2012). How do store front window displays influence entering decisions of clothing stores?. Journal of Retailing and Consumer Services, 27-35.
Osman, M. Z. (1993). A conceptual model of retail image influences on loyalty patronage behavior. International Review of Retailing, Distribution & Consumer Research, 3(2), 133–148.
Ou, W.M, Abratt, R. & Dion, P. (2006). The influence of corporate reputation on store patronage. Journal of Retailing and Consumer Services, 13(3), 221-230.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49, 41–50.
Pavlos, A. V. & Vrechopoulos, A. P. (2012). Consumer-retailer love and attachment : Antecedents and Personality moderators. Journal of Retailing and Consumer Services, 19(2), 218-228.
Poncin, I. & Mimoun, M. S. B. (2014). The impact of “e-atmospherics” on physical stores, Journal of Retailing and Consumer Services, 21(5), 851-859.
Puccinelli, N. M., Goodstein, R., Grewal, D., Price, R., Raghubir, P., & Stewart, D., (2009). Customer experience management in retailing: Understanding the buying process, Journal of Retailing, 85, 15-30.
Rabbanee, F. K., Ramasheshan, B., Wu, Chen & Vinden, A. (2012). Effects on store loyalty on mall loyalty. Journal of Retailing, 19(3), 271-278.
Rahman, O. & Wong, K. K. K. (2016). The effects of mall personality and fashion orientation on shopping value and mall patronage intention. Journal of Retailing and Consumer Services, 28, 155-164
Rosenbaum, M. S., Otalora, M. L. & Ramirez, G. C. (2016). The restorative potential of shopping malls. Journal of Retailing and Consumer Services, 31, 157-165.
Schiffman, L. & Kanuk, L. (2010). Consumer Behaviour, 10th edn, Prentice Hall. UK.
Shim, S. & Eastlick, M. A. (1998). The hierarchical influence of personal values on mall shopping attitute and behaviour. Journal of Retailing, 74(1), 139-160.
Spence, C., Puccinelli, N. M., Grewal, D. & Roggeveen, A. L. (2014). Store Atmospherics: A Multisensory Perspective. Psychology & Marketing, 31(7), 472-488.
Teller, C. & Reutterer, T. (2008). The evolving concept of retail attractiveness: what makes retail agglomerations attractive when customers shop at them?. Journal of Retailing and Consumer Services, 15(3), 127-143.
Tripathi, G. & Dave, K. (2013). Store format choice and relationship quality in apparel retail : A study of young and early-middle aged shoppers in New Delhi region. Journal of Retailing and Consumer Services, 20, 479-487.
Wakefield, K. L. & Baker, J. (1998). Excitement at the mall: Determinants and effects on shopping response. Journal of Retailing, 74(4), 515-539.
Wong, A. & Dean, A. (2009). Enhancing value for Chinese shoppers: The contribution of store and customer characteristics. Journal of Retailing and Consumer Services, 16, 123-134.
Wong, Y. T., Osman, S., Jamaluddin, A. & Chan, B. Y. F. (2012). Shopping motives, store attributes and shopping enjoyment among Malaysian youth. Journal of Retailing and Consumer Services, 19, 240-248.
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
Disclaimer
Global Business Management Review (GBMR) has taken all reasonable measures to ensure that material contained in this website is the original work of the author(s). However, the Journal gives no warranty and accepts no responsibility for the accuracy or the completeness of the material; no reliance should be made by any user on the material. The user should check with the authors for confirmation.
Articles published in the Global Business Management Review (GBMR) do not represent the views held by the editors and members of the editorial board. Authors are responsible for all aspects of their articles except the editorial screen design.
Submission of an article is done with the understanding that the article has not been published before (except in the form of an abstract or as part of a published lecture, or thesis) that it is not under consideration for publication somewhere else; that if and when the article is accepted for publication, the author's consent to automatic transfer of the copyright to the publisher.