ENHANCING CONSUMER SATISFACTION AND LOYALTY: THE ROLE OF LOGISTICS PERFORMANCE, TECHNOLOGY UTILIZATION, AND EMPLOYEE COMPETENCE IN SHAPING STORE IMAGE

Abstract

Nowadays, when retailers compete with each other to make their share of the profit, getting customers sit at the same table between dozens of competitors seems impossible no matter how good the product is and in this highly competitive retail space, both customer patience and confidence drop down for the sake of a better option. In the retail industry, the consumer perception of a store can be fairly advantageous or disadvantageous depending on the in-person interaction with employees. When businesses are vying for ways to distinguish themselves from their rivalry, it is important to know those elements that cultivate a good store image and ultimately lead to the satisfaction and loyalty from consumers. The aim of this study was to explore as to how logistics performance, the use of technology and staff skills have in creating a positive store image and also improving the faithfulness and customer happiness. The sample size was 200 and the data was analysed using SPSS and SEM.