Service Quality and Share-of-Wallet as Predictors of Loyalty: Examining the Intermediating Impact of Satisfaction, Trust, and Commitment in the Retail Industry

Abstract

By segmenting the customer of different retail stores into low and high relational groups, this study investigates the effects of overall satisfaction, trust and commitment on both purchase intentions and willingness to pay a higher price for both low and high relational consumers. The results indicate that the impact of retail service quality on loyalty when mediated by satisfaction is significantly stronger for low share customers compared to high share customers; whereas the impact of retail service quality on loyalty when mediated by trust and commitment is significantly stronger for high share customers compared to low share customers.