Effects of facilities on Hong Kong supermarkets

Many factors can have an effect on the patronage turnover of retail stores. While there is a concentration on the more obvious aspects such as demography and site location, this paper examines the less publicised, but potentially important effects of in‐store factors. The methodology and findings of a research project encapsulating in‐store factors are discussed. It was found from the empirical evidence of the focus group, a supermarket chain in Hong Kong, that in terms of facilities, aspects of check‐out counter provision and frequency of refurbishment provided the greatest explanation for changes in patronage turnover.