Keywords
local trade
questionnaire
loyalty
customer satisfaction
How to Cite
Abstract
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.This journal is registered under a Creative Commons Attribution 4.0 International Public License. Thus, this work may be reproduced, distributed, and publicly shared in digital format, as long as the names of the authors and Pontificia Universidad Javeriana are acknowledged. Others are allowed to quote, adapt, transform, auto-archive, republish, and create based on this material, for any purpose (even commercial ones), provided the authorship is duly acknowledged, a link to the original work is provided, and it is specified if changes have been made. Pontificia Universidad Javeriana does not hold the rights of published works and the authors are solely responsible for the contents of their works; they keep the moral, intellectual, privacy, and publicity rights. Approving the intervention of the work (review, copy-editing, translation, layout) and the following outreach, are granted through an use license and not through an assignment of rights. This means the journal and Pontificia Universidad Javeriana cannot be held responsible for any ethical malpractice by the authors. As a consequence of the protection granted by the use license, the journal is not required to publish recantations or modify information already published, unless the errata stems from the editorial management process. Publishing contents in this journal does not generate royalties for contributors.