Impact of perceived value on the satisfaction of supermarket customers: developing country perspective

By Neale J. Slack, Gurmeet Singh, Shavneet Sharma. International Journal of Retail & Distribution Management, 2020

117 citations recorded by the source corpus.

PurposeThe purpose of this paper is to provide insight into the impact of customer perceived value and its dimensions on customer satisfaction in a developing country, and practical suggestions for marketing strategies.Design/methodology/approachA cross-sectional survey collected data from five-hundred supermarket customers in Fiji. SPSS was used to provide descriptive and inferential analysis.FindingsResults reveal that customer perceived value (CPV) has a positive impact on customer satisfaction; and functional value (price/value for money) has more positive impact than social value, emotional value has a negative impact and functional value (performance/quality) has no significant impact on customer satisfaction.Research limitations/implicationsConsidering this research was undertaken in the supermarket sector of only one country, other researchers are urged to replicate this research in Fiji and other developing countries, to yield further insight into the context-specific nature of CPV.Practical implicationsIt is suggested that marketers note these findings (to understand better the conceptualisation and context-dependent nature of CPV, its dimensional interrelationships and its impact on customer satisfaction) in order to enhance CPV and ultimately customer satisfaction.Originality/valueThis study makes several contributions to research on CPV by providing insight into how developing country customers perceive the value of supermarkets from a construct and multidimensional perspective, the inter-relatedness of CPV dimensions and the impact of CPV and its dimensions on customer satisfaction.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/e9d81b0421049585d4b1bf3d84c629a9d93e7946

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Yogesh Kumar Dwivedi
2. Shavneet Sharma
3. Rashmini Sharma
4. Gurmeet Singh

In Organizational Behavior and Human Resource Management

1. Yogesh Kumar Dwivedi
2. Gurmeet Singh
3. Nripendra P. Rana
4. Ali Abdallah Alalwan
5. Kuttimani Tamilmani

Citations in the corpus

• Investigating environmental sustainability in small family-owned businesses: Integration of religiosity, ethical judgment, and theory of planned behavior (2021, methodology): “Many studies use this popular method to test hypothesized relationships between constructs (Singh et al., 2021; Sharma et al., 2021; Slack et al., 2020; Slack and Singh., 2020).”