Quality, loyalty and repurchase behavior in food convenience stores: use of SOR model

Tordoya-Espinoza R.; Alvarez-Risco A.; Guevara-Zavaleta V. · British Food Journal (2025) · DOI: 10.1108/bfj-04-2025-0401

Resumen

Purpose This study aims to investigate the impact of service quality and customer satisfaction on loyalty and repurchase intentions in this context. Design/methodology/approach The study employed a correlational and non-experimental approach, collecting data from 454 consumers to ensure robust insights into consumer behavior. A multivariate analysis was employed to evaluate the proposed model, revealing significant relationships between the studied variables. Findings The results suggest that service quality shows a strong positive effect on satisfaction (β = 0.616; p < 0.001). Furthermore, satisfaction has a significant effect on customer loyalty (β = 0.782; p < 0.001) and repurchase intentions (β = 0.641; p < 0.001). These results underscore the pivotal role of service quality in enhancing customer satisfaction, which, in turn, promotes loyalty and encourages repeat business. Originality/value This research offers actionable insights for food convenience store managers, emphasizing the importance of prioritizing service quality as a strategic approach. The study contributes by providing empirical evidence of the interconnected dynamics between service quality, satisfaction, and consumer behavior, highlighting their importance in a rapidly evolving retail environment.

Instituciones: Universidad Tecnológica del Perú