Service Quality or Interior Shop Environment? Drivers of Repurchase Intention in Healthy Products Stores

Abstract

This study examines the effects of service quality and the store atmosphere on consumer satisfaction and experience in fostering repurchase intention within healthy food retail stores. A quantitative research approach was employed, based on a valid sample of 430 individuals who made purchases in health-focused stores over the past 3 months. Data analysis was conducted using structural equation modeling (SEM) and the partial least squares method (PLS-SEM) to test the proposed hypotheses, utilizing SmartPLS 4.0 software. The results highlight the critical role of service quality in shaping consumer experience, which in turn emerges as a key predictor of repurchase intention. These findings contribute to a deeper understanding of the impact of external stimuli on consumer behavior within physical retail environments, particularly in the realm of specialized retailing. Furthermore, the study provides valuable insights for marketing managers regarding the significance of service quality and store atmosphere in influencing customers’ purchase decision-making progress.