Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth

@article{Babakus2004LinkingPQ,
  title={Linking Perceived Quality and Customer Satisfaction to Store Traffic and Revenue Growth},
  author={Emin Babakus and Carol C. Bienstock and James R. Van Scotter},
  journal={Decision Sciences},
  year={2004},
  volume={35},
  pages={713-737}
}
Effects of perceived merchandise and service quality, relative to competition, on retail store performance are investigated using store traffic and revenue growth as outcome variables. A model is proposed and tested using aggregate customer data and store performance outcomes from a group of stores owned by a national retail organization. Results suggest that both service and merchandise quality exert significant influence on store performance, measured by sales growth and customer growth, and… CONTINUE READING

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