Perceived Service Quality and Shopping Motivations

Abstract

The objectives of this paper were to explore reasons why consumers shop at a favored retail organization and to explore the relationship among these shopping motivations and outcomes, specifically perceived service quality, customer loyalty, and behavioral intentions. The paper's findings can aid retailers in identifying primary shoppertypes (i.e., goal, bargain, social) and, based upon these types, tomore accurately understand shoppers' buying behavior. The findings suggest that the most successful retailers are those who are staging experiences rather than merely delivering goods and services.

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