THE IMPACT OF STORE ENVIRONMENT ON CUSTOMER SATISFACTION: AN EMPIRICAL INVESTIGATION

Abstract

Several works in the literature on store environment primarily have focused on the influence of store ambiance on customer satisfaction. However, there is a lack of knowledge about environmental cues that impact customer satisfaction in different shopping scenarios. This study aims to investigate store environment factors and their impact on customer satisfaction in different types of stores. The study used Amos Structural Equation Modeling on data from shoppers. The results showed that customer satisfaction is primarily influenced by the design and the crowding. This study provides valuable insights into the attributes of retail establishments that influence customer satisfaction, helping retailers differentiate themselves from competitors.