The impact of store image on customer perception

Abstract

This study aimed to shed insight on how store image influences customer perception. Everything customers see, hear and experience is linked together and forms their overall perception of a store. The first objective of the study was to analyze whether a relationship exists between the store choice and customers biographical details. The second objective is to identify components of store image that shoppers may consider important in store selection process; how the case company can use this knowledge and develop the business and customer service even further. Eight dimensions of shopping enjoyment are proposed and a 47-item measure was developed to measure 155 consumer perceptions from various malls in the geographical area of Cape Town. Findings indicate that there are no statistically significant relations between store image and consumers demographic factors such as age, gender, level of education, marital status, occupation and income. Furthermore, respondents rated physical characteristics of the store which included factors such as the neatness and cleanliness of the store, its decor, the wideness of the aisles, air-conditioning and lighting as the most important element when making a store choice. The implications of these results are discussed, together with practical and theoretical implications, study limitations, and future research directions.