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<p>In the retail sector, managers have generally based their business strategies on price, product and promotion alone. However, logistical performance in the retail outlet is rarely captured in a way that creates value for consumers. Yet logistical performance has a strong influence on customer perceptions at the point of sale. The aim of this research is to study the role of logistics in the retail outlet in order to analyse the effects of its performance on consumer emotional state, satisfaction and loyalty. The results of the structural model, tested on a sample of 635 consumers from five major cities in different regions using the structural equation method, reveal that logistics performance in the retail outlet has a positive and significant influence on consumer loyalty, emotional state and satisfaction. Emotional state has a positive and significant influence on satisfaction and loyalty. Finally, satisfaction has a positive and significant influence on retail outlet loyalty.</p>

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Distinguishing consumer loyalty to a physical outlet through the mediating effects of consumer satisfaction and emotional state

  • 期刊论文

  • 发表日期：

    2025年6月23日

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  • Moez Ltifi

摘要

In the retail sector, managers have generally based their business strategies on price, product and promotion alone. However, logistical performance in the retail outlet is rarely captured in a way that creates value for consumers. Yet logistical performance has a strong influence on customer perceptions at the point of sale. The aim of this research is to study the role of logistics in the retail outlet in order to analyse the effects of its performance on consumer emotional state, satisfaction and loyalty. The results of the structural model, tested on a sample of 635 consumers from five major cities in different regions using the structural equation method, reveal that logistics performance in the retail outlet has a positive and significant influence on consumer loyalty, emotional state and satisfaction. Emotional state has a positive and significant influence on satisfaction and loyalty. Finally, satisfaction has a positive and significant influence on retail outlet loyalty.