LOYALTY OF CONSUMERS IN THE RETAIL MARKET OF WOMEN'S CLOTHING AND SHOES BASED ON SATISFACTION WITH QUALITATIVE ATTRIBUTES.

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Bibliographic Details
Title:	LOYALTY OF CONSUMERS IN THE RETAIL MARKET OF WOMEN'S CLOTHING AND SHOES BASED ON SATISFACTION WITH QUALITATIVE ATTRIBUTES.
Alternate Title:	FIDELIZAÇÃO DE CONSUMIDORAS NO VAREJO DE ROUPAS E CALÇADOS FEMININOS A PARTIR DA SATISFAÇÃO COM ATRIBUTOS QUALITATIVOS.
Authors:	Alves, Lilian, Mello Moyano, Carlos Alberto, Luís Angnes, Derli
Source:	Brazilian Journal of Management / Revista de Administração da UFSM. Oct-Dec2020, Vol. 13 Issue 4, p685-708. 24p.
Subjects:	Women's clothing, Women's shoes, Quality of service, Customer loyalty, Customer satisfaction
Abstract (English):	Purpose: There are few studies about satisfaction with qualitative attributes and their factors which women look for when shopping for clothes and female shoes in the Brazilian retail market, and that is the main objective of this study, which consists in identifying the qualitative attributes that promote the service quality factors perceived by consumers in the retail market of women's clothing and shoes in order to obtain a higher satisfaction and fidelity for this segment.///Design: The methodology used was subdivided into two stages: an exploratory qualitative stage and another stage using a descriptive qualitative research with 240 female consumers in the retail market of clothes and shoes.///Findings: The results of this study show a positive correlation between satisfaction and the intention of repurchasing. Four main factors were identified using a Factorial Analysis: Attending, products, service and infrastructure.///Research limitations: Study was limited to women in clothing and shoes retail in only one city.///Practical implications: Based on the results it was possible to establish a competitive position of the retail sector for the target market and strategy actions for improvement and to increase loyalty among the female consumers to the stores.///Social implications: Reduction of consumer dissatisfaction in the retail of women's clothing and shoes.///Originality/value: Academic contributions to broaden the understanding of women's shopping behavior in the retail market of shoes and clothes based on the identification of important attributes and factors for service quality. [ABSTRACT FROM AUTHOR]
Abstract (Portuguese):	Finalidade: São poucos os estudos envolvendo a satisfação com atributos e fatores qualitativos preconizado por mulheres no consumo de roupas e calçados femininos no varejo brasileiro, o que motivou o objetivo principal deste estudo, que consiste em identificar os atributos qualitativos que promovem os fatores de qualidade dos serviços na percepção das consumidoras do varejo de roupas e calçados femininos para uma maior satisfação e fidelização com o segmento.///Desenho: A metodologia empregada subdivide-se em duas etapas: Uma etapa exploratória qualitativa e outra envolvendo uma pesquisa descritiva quantitativa com 240 consumidoras no varejo de roupas e calçados.///Constatações: Os resultados da pesquisa apresentam uma correlação positiva entre satisfação e a intenção de recompra. A partir de uma Análise Fatorial Exploratória identificou-se quatro fatores preponderantes: Atendimento, produtos, serviços e infraestrutura.///Limitações: O estudo foi limitado ao público feminino no varejo de roupas e sapatos em apenas uma cidade.///Implicações práticas: Estabelecimento da posição competitiva do segmento para o público alvo e ações estratégicas de melhoria para fidelização a partir dos atributos qualitativos salientados pelas consumidoras.///Implicações sociais: Redução das insatisfações dos consumidores no varejo de roupas e calçados femininos.///Originalidade /valor: Ampliação do entendimento no comportamento de compra das mulheres no varejo de roupas e calçados a partir da identificação de atributos salientes e de fatores para qualidade do serviço. [ABSTRACT FROM AUTHOR]
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Database:	Psychology and Behavioral Sciences Collection

Description
Abstract:	Purpose: There are few studies about satisfaction with qualitative attributes and their factors which women look for when shopping for clothes and female shoes in the Brazilian retail market, and that is the main objective of this study, which consists in identifying the qualitative attributes that promote the service quality factors perceived by consumers in the retail market of women's clothing and shoes in order to obtain a higher satisfaction and fidelity for this segment.///Design: The methodology used was subdivided into two stages: an exploratory qualitative stage and another stage using a descriptive qualitative research with 240 female consumers in the retail market of clothes and shoes.///Findings: The results of this study show a positive correlation between satisfaction and the intention of repurchasing. Four main factors were identified using a Factorial Analysis: Attending, products, service and infrastructure.///Research limitations: Study was limited to women in clothing and shoes retail in only one city.///Practical implications: Based on the results it was possible to establish a competitive position of the retail sector for the target market and strategy actions for improvement and to increase loyalty among the female consumers to the stores.///Social implications: Reduction of consumer dissatisfaction in the retail of women's clothing and shoes.///Originality/value: Academic contributions to broaden the understanding of women's shopping behavior in the retail market of shoes and clothes based on the identification of important attributes and factors for service quality. [ABSTRACT FROM AUTHOR]
ISSN:	19834659
DOI:	10.5902/1983465931637