Question

You have been asked to conduct a study related to consumer loyalty toward three different retail formats (i.e., department stores, specialty stores, and off-price retailers). After gathering background information, you decide to focus your study on three research streams; retail service quality, consumer satisfaction, and consumer loyalty. The literature suggests that there are five dimensions of retail service quality; physical aspect, reliability, personal interaction, problem solving, and policy. According to the literature, consumer satisfaction is a unidimensional construct and consumer loyalty consists of two dimensions; word-of-mouth and behavioral intention. You want to learn whether or not influencing factors of consumer loyalty are different between these three types of retailers.

State the null hypothesis and the alternative hypothesis

What are the dependent and independent variables

What statistical test would you run in SPSS

Answer 1

Solution:

You have been asked to conduct a study related to consumer loyalty toward three different retail formats (i.e., department stores, specialty stores, and off-price retailers). After gathering background information, you decide to focus your study on three research streams; retail service quality, consumer satisfaction, and consumer loyalty. You are interested in finding out whether any differences exist in terms of consumers’ perception of retail service quality between those who patronize department stores, those who patronize specialty stores and those who patronize off-price retailers. The literature suggests that there are five dimensions of retail service quality; physical aspect, reliability, personal interaction, problem solving, and policy. The literature suggests that there are five dimensions of retail service quality; physical aspect, reliability, personal interaction, problem solving, and policy. .

State the null hypothesis and the alternative hypothesis

For each dimension,

Null hypothesis: There is no difference in and the alternative hypothesis consumers’ perception of retail service quality between those who patronize department stores, those who patronize specialty stores and those who patronize off-price retailers.

Alternative hypothesis: There is a difference in and the alternative hypothesis consumers’ perception of retail service quality between those who patronize department stores, those who patronize specialty stores and those who patronize off-price retailers

H1: At least one pair of population means are different

What is the dependent and independent variables

dependent variables: five dimensions of consumers’ perception of retail service quality

independent variable: retail format ( department stores, specialty stores, and off-price retailers)

What statistical test would you run in spss

There are 5 dependent variable. We have to run 5 oneway ANOVA

Analyze-----Compare Means-----oneway ANOVA

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