In recent years, while the food and grocery retail in developed markets like Western Europe seem to be slowly facing saturation, it has been steadily growing in the Asia–Pacific region markets like India. This is mainly due to the emergence of modern retail and the changing consumer dynamics. This study purposes to assesses whether food and grocery (F&G) shoppers in India are strongly influenced by store-attributes.Design/methodology/approachDescriptive research design, a cross-sectional survey involving 346 respondents (households) from metropolitan Bengaluru, participated in the study. Data is analyzed with SPSS 21, involving descriptive analysis, 1-way Anova, and confirmatory factor analysis (CFA), which appears useful to confirm the theoretical structure used for the study.FindingsStore-attributes – atmosphere, promotion, convenience, facilities, merchandise, store personnel interaction and services affect F&G store choice decisions. Additionally, significant difference is found in the way respondents perceive the sub-constructs of store-attributes, based on age.Practical implicationsThe study contributes to the theoretical knowledge on store-attributes and dynamic socio-demographic influences on store choices. It has managerial implications to encourage global retailers use knowledge on store-attributes influences to initiate effective communication and promotion strategies and work at customer relationship management (CRM) that earn profitably in the long run.Originality/valueToday, connected consumers seek shopping experiences that blend physical stores-attributes with other retail formats offerings. This research paper provides insights on shopper expectations of store-attributes, which could be used by global retailers to create delightful shopping experiences and to build CRM, especially when “experience per square foot” is used to measure the retailer's performance.
EuroMed Journal of Business – Emerald Publishing
Published: Aug 20, 2021
Keywords: Food and grocery store choice; Confirmatory factor analysis; Emerging market-India; Retail store-attributes; Customer store-experiences; Customer relationship management (CRM)
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