Table AI Measurement items Model...

Table AI

Measurement items

Model construct and items	Measurement
Customer satisfaction (CS)	Fornell et al. (1996)
(1) Overall satisfaction with the super market
(2) Fulfillment of expectations
(3) Performance vs the customer’s ideal super market
Customer expectations (EXPECT)	Fornell et al. (1996)
(1) Expectations regarding the variety of products offered
(2) Expectations regarding the service offered
(3) Expectations regarding the quality of products offered
(4) Expectations regarding the value for money offered
(5) Expectations regarding the overall buying experience offered
Perceived product quality (PPQ)	Fornell et al. (1996)
(1) The quality of products offered	Parasuraman et al. (1988)
(2) The cleanliness of the store
(3) Product freshness
(4) The variety of products offered
(5) The promotions of the store, discounts, gifts, bonus points
(6) The availability of products on the shelves
(7) The value for money prices
Perceived service quality (PSQ)	Fornell et al. (1996)
(1) The quality of personal service and friendliness of personnel	Parasuraman et al. (1988)
(2) The time you had to wait at the cashier and at the fresh products
(3) Convenience of locating products at the store
(4) Knowledge and advice offered by the personnel
(5) The availability of personnel
(6) The overall store atmosphere and decoration
(7) The care for hygiene and better quality of life
(8) How modern and contemporary/up to date is the store
Perceived value (PV)	Fornell et al. (1996)
Rating the quality of products and services given the price that is paid in terms of
(1) The variety of products offered
(2) The service
(3) The quality of products offered
(4) The overall purchase experience offered
Brand performance index/brand strength (BPI)	Items chosen during the qualitative phase of the project – Likert scale (level of agreement)
(1) The super market has better reputation from the other super markets
(2) The super market is better than the other super markets
(3) Feel emotionally closer than the other super markets
(4) I trust the super market more than the others
(5) I feel that the super market suits me better
(6) Shopping at the SM gives me so much pleasure that I would not change it with another
(7) Is a place that gives me pleasure to do my shopping
Customer loyalty (LOY)	Lam et al. (2004)
(1) Repurchase from the super market
(2) Saying positive things about the super market to friends
(3) Recommendation of the super market to a friend or colleague

Model construct and items	Measurement
Customer satisfaction (CS)	Fornell et al. (1996)
(1) Overall satisfaction with the super market
(2) Fulfillment of expectations
(3) Performance vs the customer’s ideal super market
Customer expectations (EXPECT)	Fornell et al. (1996)
(1) Expectations regarding the variety of products offered
(2) Expectations regarding the service offered
(3) Expectations regarding the quality of products offered
(4) Expectations regarding the value for money offered
(5) Expectations regarding the overall buying experience offered
Perceived product quality (PPQ)	Fornell et al. (1996)
(1) The quality of products offered	Parasuraman et al. (1988)
(2) The cleanliness of the store
(3) Product freshness
(4) The variety of products offered
(5) The promotions of the store, discounts, gifts, bonus points
(6) The availability of products on the shelves
(7) The value for money prices
Perceived service quality (PSQ)	Fornell et al. (1996)
(1) The quality of personal service and friendliness of personnel	Parasuraman et al. (1988)
(2) The time you had to wait at the cashier and at the fresh products
(3) Convenience of locating products at the store
(4) Knowledge and advice offered by the personnel
(5) The availability of personnel
(6) The overall store atmosphere and decoration
(7) The care for hygiene and better quality of life
(8) How modern and contemporary/up to date is the store
Perceived value (PV)	Fornell et al. (1996)
Rating the quality of products and services given the price that is paid in terms of
(1) The variety of products offered
(2) The service
(3) The quality of products offered
(4) The overall purchase experience offered
Brand performance index/brand strength (BPI)	Items chosen during the qualitative phase of the project – Likert scale (level of agreement)
(1) The super market has better reputation from the other super markets
(2) The super market is better than the other super markets
(3) Feel emotionally closer than the other super markets
(4) I trust the super market more than the others
(5) I feel that the super market suits me better
(6) Shopping at the SM gives me so much pleasure that I would not change it with another
(7) Is a place that gives me pleasure to do my shopping
Customer loyalty (LOY)	Lam et al. (2004)
(1) Repurchase from the super market
(2) Saying positive things about the super market to friends
(3) Recommendation of the super market to a friend or colleague

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