摘要：Background: Local trade is currently under the threat of competition from department stores; thus, it is crucial to concentrate on satisfaction and loyalty. Aims: to develop an instrument to evaluate satisfaction and loyalty in delicatessens and to study the influence of socio-demographic variables on these aspects. Method: A personal interview was applied that was composed of 36 items grouped into six dimensions: treatment of costumers, facilities, product, services, loyalty and value added, conducted with 712 participants. Results: Positive and homogenous overall scores were obtained, specially product, loyalty and handling of customer scales, the latter being the most explicative factor of satisfaction. Men and the 21-35 year age group show low satisfaction. Conclusions: Three scales are positively associated with the loyalty scale.
其他摘要：Background: Local trade is currently under the threat of competition from department stores; thus, it is crucial to concentrate on satisfaction and loyalty. Aims: to develop an instrument to evaluate satisfaction and loyalty in delicatessens and to study the influence of socio-demographic variables on these aspects. Method: A personal interview was applied that was composed of 36 items grouped into six dimensions: treatment of costumers, facilities, product, services, loyalty and value added, conducted with 712 participants. Results: Positive and homogenous overall scores were obtained, specially product, loyalty and handling of customer scales, the latter being the most explicative factor of satisfaction. Men and the 21-35 year age group show low satisfaction. Conclusions: Three scales are positively associated with the loyalty scale.
关键词：quality of service; local trade; questionnaire; loyalty; customer satisfaction;calidad del servicio;comercio local;cuestionario;lealtad;satisfacción del cliente
其他关键词：quality of service; local trade; questionnaire; loyalty; customer satisfaction
