Retail Stores’ Ergonomic Practices, Service Quality And Customer Retention

References

[1] Aday, A. K., & Fabros, R. (2018). CUSTOMER RETENTION AMONG SELECTED IATA TRAVEL AGENCY: BASIS FOR PROGRAM ENHANCEMENT. Journal of International Tourism and Hospitality Management, 4(1). https://lpulaguna.edu.ph/wpcontent/uploads/2018/12/4-CUSTOMER-RETENTION-AMONG-SELECTED-IATA-TRAVEL-AGENCY.pdf

[2] Andriyansah, S., E. (2021). Improving Retail Customer Satisfaction Factors with Ergo-Iconic Value and Service Environment. Journal of Hunan University Natural Sciences, 48(10). https://jonuns.com/index.php/journal/article/view/779

[3] Artha, B., Zahara, I., Bahri, N., & Sari, N. P. (2022). Customer Retention: A Literature review. Social Science Studies, 2(1), 030–045. https://doi.org/10.47153/sss21.2952022

[4] ASQ. (2025). What is Customer Satisfaction? Asq.org. https://asq.org/quality-resources/customer-satisfaction?srsltid=AfmBOopbIENfBsDGbMUoWELL2eiRqj7XSVC2q3HNtgOPSVemQXv8NQ1J

[5] Ayodeji, Y., & Rjoub, H. (2020). Investigation into waiting time, self‐service technology, and customer loyalty: The mediating role of waiting time in satisfaction. Human Factors and Ergonomics in Manufacturing & Service Industries, 31(1), 27–41. https://doi.org/10.1002/hfm.20867

[6] Bahreini, S. (2016, April 13). How Retail Ergonomics Can Better the Employee and Customer Experience. Total Retail. https://www.mytotalretail.com/article/how-retail-ergonomics-can-better-the-employee-and-customer-experience/

[7] Baht, A. (2020). Descriptive Research: Definition, Characteristics, Methods, Examples, and Advantages. Question Pro. Retrieved from https://www.questionpro.com/blog/descriptive-research/.

[8] Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Redi, A. a. N. P. (2021). The effect of service quality on customer satisfaction in an Automotive After-Sales service. Journal of Open Innovation Technology Market and Complexity, 7(2), 116. https://doi.org/10.3390/joitmc7020116

[9] Berry, L. L. (1983). Relationship marketing. Emerging Perspectives on Services Marketing, 25-28.

[10] Breugelmans, E., Altenburg, L., Lehmkuhle, F., Krafft, M., Lamey, L., & Roggeveen, A. L. (2023). The future of physical stores: creating reasons for customers to visit. Journal of Retailing, 99(4), 532–546. https://doi.org/10.1016/j.jretai.2023.10.005

[11] Brucal, S., Corpuz, C., Abeysekera, I., & David, R. (2022). Role of Service Quality, Price, and Firm Image on Customer Satisfaction in Philippine Accounting Firms. Journal of Risk and Financial Management, 15(2), 75. https://doi.org/10.3390/jrfm15020075

[12] Bujang, M. A., Omar, E. D., Foo, D. H. P., & Hon, Y. K. (2024). Sample size determination for conducting a pilot study to assess reliability of a questionnaire. Restorative Dentistry & Endodontics, 49(1). https://doi.org/10.5395/rde.2024.49.e3

[13] Bunton, N. (2024, February 13). Mastering Customer Loyalty: The art of balancing attitudinal and behavioral loyalty | LinkedIn. https://www.linkedin.com/pulse/mastering-customer-loyalty-art-balancing-attitudinal-norm-bunton-lscvc/

[14] Calvo-Porral, C., & Lévy-Mangin, J.-P. (2021). Examining the Influence of Store Environment in Hedonic and Utilitarian Shopping. Administrative Sciences, 11(1), 6. https://doi.org/10.3390/admsci11010006

[15] Casaca, J. A., & Miguel, L. P. (2024). The influence of personalization on consumer satisfaction. In Advances in marketing, customer relationship management, and e-services book series (pp. 256–292). https://doi.org/10.4018/979-8-3693-3455-3.ch010

[16] Cerna, J. D., Zanoria, M. L., & Sonido, J. M. C. (2024). OCCUPATIONAL ERGONOMICS AND JOB SATISFACTION IN HOSPITALITY OPERATION: a CASE OF RESORT HOUSEKEEPERS IN... ResearchGate. https://www.researchgate.net/publication/384239602_OCCUPATIONAL_ERGONOMICS_AND_JOB_SATISFACTION_IN_HOSPITALITY_OPERATION_A_CASE_OF_RESORT_HOUSEKEEPERS_IN_NORTHERN_CEBU_PHILIPPINES

[17] Chandra, S., Verma, S., Lim, W. M., Kumar, S., & Donthu, N. (2022). Personalization in personalized marketing: Trends and ways forward. Psychology and Marketing, 39(8), 1529–1562. https://doi.org/10.1002/mar.21670

[18] Creswell, J.W. and Creswell, J.D. (2023) Research Design: Qualitative, Quantitative and Mixed Methods Approaches. Sage Publications Ltd.

[19] Cuevas, A. & Tamayo, M. B. (2024). Service Quality and Customer Satisfaction in the Customer Care Center of One Revenue Collecting Agency in the Philippines. Asia Pacific Journal of Management and Sustainable Development, 12(2 Part 4), 155-163. https://doi.org/10.70979/HLKX4783

[20] Dagami, R., Onding, S. A., Garces, M. G., Espellogo, E., & Rodriguez, K. (2024). Factors Affecting Customer Retention at Garahe SA Bonifacio, Bagong Silangan,Quezon City: Vol. 5, No. 1. Ascendens Asia Singapore – Bestlink College of the Philippines Journal of Multidisciplinary Research, 5(1). Retrieved from https://ojs.aaresearchindex.com/index.php/aasgbcpjmra/article/view/14354

[21] Darvidou, K. (2024). Omnichannel marketing in the digital age: creating consistent, personalized and connected customer experiences. Technium Business and Management, 10, 34–54. https://doi.org/10.47577/business.v10i.11903

[22] Dovetail Editorial Team. (2023, June 12). What is Explanatory Research? Definition and Examples. Dovetail.com. https://dovetail.com/research/explanatory-research/

[23] EHL Graduate School. (2024, May 15). Customer personalization: How tailoring experiences drives loyalty. Hospitalityinsights.ehl.edu. https://hospitalityinsights.ehl.edu/customer-personalization

[24] Faria, S., Carvalho, J. M. S., & Vale, V. T. (2022). Service Quality and Store Design In retail Competitiveness. International Journal of Retail & Distribution Management, 50(13), 184–199. https://doi.org/10.1108/ijrdm-01-2022-0005

[25] Faria, S., Carvalho, J. M. S., & Vale, V. T. (2022). Service Quality and Store Design In retail Competitiveness. International Journal of Retail & Distribution Management, 50(13), 184–199. https://doi.org/10.1108/ijrdm-01-2022-0005

[26] Franklin, A. (2024, July 23). 3 Steps to Achieving Customer Satisfaction and Loyalty. Zendesk. https://www.zendesk.com/blog/3-steps-achieving-customer-satisfaction-loyalty/

[27] Fuller, R., Hogan, S., & Pervan, S. (2023). How important is the in-store environment for new brands? International Journal of Market Research, 66(1), 91-114. https://doi.org/10.1177/14707853231219419 (Original work published 2024)

[28] Gao, W., & Fan, H. (2021). Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis. Journal of Theoretical and Applied Electronic Commerce Research, 16(6), 1997-2013. https://doi.org/10.3390/jtaer16060112

[29] George, T., & Merkus, J. (2021, December 3). Explanatory Research | Definition, Guide, & Examples. Scribbr. https://www.scribbr.com/methodology/explanatory-research/

[30] Gill, K. (2023, July 21). Convenience Store Layout: Revolutionizing Retail and Influencing Consumer Behavior. Www.itsallgoodsinc.com. https://www.itsallgoodsinc.com/insights/convenience-store-layout-revolutionizing-retail-and-influencing-consumer-behavior

[31] Gorji, M., Grimmer, L., Grimmer, M., & Siami, S. (2021). Retail store environment, store attachment and customer citizenship behaviour. International Journal of Retail & Distribution Management, 49(9), 1330–1347. https://doi.org/10.1108/ijrdm-10-2020-0438

[32] Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784

[33] Gumasing, M. J. J., Rendon, E. R. A., & German, J. D. (2023). Sustainable Ergonomic Workplace: Fostering Job Satisfaction and Productivity among Business Process Outsourcing (BPO) Workers. Sustainability, 15(18), 13516. https://doi.org/10.3390/su151813516

[34] Gumasing, M. J. J., Tangsoc, J. C., Bernardo, E. L., & Saflor, C. S. R. (2025). The role of ergonomics in enhancing work motivation and performance of virtual assistants in e-commerce. Acta Psychologica, 259, 105379. https://doi.org/10.1016/j.actpsy.2025.105379

[35] Guo, J., Zhang, W., & Xia, T. (2023). Impact of Shopping Website Design on Customer Satisfaction and Loyalty: The Mediating Role of Usability and the Moderating Role of Trust. Sustainability, 15(8), 6347. mdpi. https://doi.org/10.3390/su15086347

[36] Hamaker, E. L., Mulder, J. D., & Van IJzendoorn, M. H. (2020). Description, prediction and causation: Methodological challenges of studying child and adolescent development. Developmental Cognitive Neuroscience, 46, 100867. https://doi.org/10.1016/j.dcn.2020.100867

[37] Hamdan, G. (2024, January 3). Enhancing Customer Engagement in the Retail Industry - OneMob. https://onemob.com/blog/enhancing-customer-engagement-in-retail/

[38] Harriet, N., Arthur, N., Komunda, M. B., & Mugizi, T. (2024). Service Quality, Customer Loyalty and Customer Retention among Private Health Care Services in Mbarara City. Open Journal of Social Sciences, 12(01), 101–126. https://doi.org/10.4236/jss.2024.121008

[39] Hasanain, B. (2024). The Role of Ergonomic and Human Factors in Sustainable Manufacturing: A Review. Machines, 12(3), 159. https://doi.org/10.3390/machines12030159

[40] Hashemi-Pour, C., Gillis, A. S., & Sachs, S. (2021). What is Customer Retention? Importance and Metrics. SearchCustomerExperience. https://www.techtarget.com/searchcustomerexperience/definition/customer-retention

[41] Heider, F. (1958). The psychology of interpersonal relationships, John Wiley & Sons, Inc., New York IEA. (2021). What Is Ergonomics (HFE)? | International Ergonomics Association. Iea.cc. https://iea.cc/about/what-is-ergonomics/?utm_source=chatgpt.com

[42] Ijomah, N. T. I., Idemudia, N. C., Eyo-Udo, N. N. L., & Anjorin, N. K. F. (2024). The role of big data analytics in customer relationship management: Strategies for improving customer engagement and retention. World Journal of Advanced Science and Technology, 6(1), 013–024. https://doi.org/10.53346/wjast.2024.6.1.0038

[43] Jastrzębowski, W. (1997). An outline of ergonomics, or the science of work. Central Institute of Labour Protection.

[44] Kankam, G. (2023). Service quality and business performance: the mediating role of innovation. Service Quality and Business Performance: The Mediating Role of Innovation, 1(1). https://doi.org/10.1007/s44257-023-00006-7

[45] Kelley, H. H. (1973). The processes of causal attribution. American Psychologist, 28(2), 107–128. https://doi.org/10.1037/h0034225

[46] Koirala, R., & Nepal, A. (2022). Literature Review on Ergonomics, Ergonomics Practices, and Employee Performance. Quest Journal of Management and Social Sciences, 4(2), 273–288. https://doi.org/10.3126/qjmss.v4i2.50322

[47] Konz, S. A., & Johnson, S. (2004). Work design: occupational ergonomics. Holcomb Hathaway, Publishers.

[48] Koirala, R., & Nepal, A. (2022). Literature review on Ergonomics, Ergonomics Practices, and Employee Performance. Quest Journal of Management and Social Sciences, 4(2), 273–288. https://doi.org/10.3126/qjmss.v4i2.50322

[49] Kotler, P., & Armstrong, G. (2021). Principles of marketing. (18th ed.). Pearson.

[50] Kumar, S. (2022, December 12). Customer Retention versus Customer Acquisition. Forbes. https://www.forbes.com/councils/forbesbusinesscouncil/2022/12/12/customer-retention-versus-customer-acquisition/

[51] Lee, S. (2025). Effective Customer Retention Techniques to Build Lasting Loyalty. Numberanalytics.com. https://www.numberanalytics.com/blog/effective-customer-retention-techniques

[52] Lovemore, C., Chavunduka, D., Chinofunga, S., Marere, R.P., Chifamba, O. and Kaviya, M. (2023), "Promoting perceived service quality and organisational performance through customer retention strategies: the moderating role of ICT", European Journal of Management Studies, Vol. 28 No. 3, pp. 193-211. https://doi.org/10.1108/EJMS-01-2023-0003

[53] Mahto, D. (2016, June 2). Ergonomics and the customer satisfaction model: Ergonomics in the language of business. SSRN. https://ssrn.com/abstract=2788490 or https://doi.org/10.2139/ssrn.2788490

[54] Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015

[55] Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015

[56] Marcos, K. (2020). Effect of E-Service Quality of E-Banking on Customer Satisfaction in the Philippines. Management Review, 6(1), 60-79.

[57] Mathew, J. (2021). Drivers of customer retention: an introspection into indian retail customers. Vision: The Journal of Business Perspective, 28(5), 567-579. https://doi.org/10.1177/09722629211043592

[58] Melisa, M., Syafrizal, S., & Hendri Yeni, Y. (2024). The Influence of Store Atmosphere, Customer Value and Halal Labeled Products on Customer Loyalty with Customer Satisfaction as a Mediating Variable at Miss Glam Padang City. Journal of Accounting and Finance Management, 5(3), 406–415. https://doi.org/10.38035/jafm.v5i3.703

[59] Middleton, F. (2019, July 3). Reliability vs validity in research. Scribbr. https://www.scribbr.com/methodology/reliability-vs-validity/

[60] Morales, R. R., Canto, M. P., Singson, C., Yao, S. K., Zshornack, E. A., Tanpoco, M., & Caminong, J. (2025). Destination, Future Loyalty: A Journey through Service Quality and Customer Satisfaction in Philippine Bus Services. Review of Integrative Business and Economics Research, 14, 318. https://buscompress.com/uploads/3/4/9/8/34980536/riber_14-2_22_b24-119_317-330.pdf

[61] Moukrim, A., Diouch, Y., Salami, S., & Gaber, H. (2023). Investigating the influence of in-store environments on customer satisfaction: Empirical insights derived from sports equipment retail establishments. International Journal of Economic Studies and Management, 3(6). https://doi.org/10.5281/zenodo.10204697 ‌

[62] Murad, M. A., Nur, Atikah Saadah Selamat, & Hafini Suhana Ithnin. (2024). The Impact of Self-Checkout Technology Service Quality on Customer Satisfaction in Retail Sector. International Journal of Research and Innovation in Social Science, VIII(X), 2718–2728. https://doi.org/10.47772/IJRISS.2024.8100227

[63] Musasa, T., & Tlapana, T. (2023). Assessing the significance of retail service quality on shopping frequency: an adaptation of retail service quality (RSQS) model. European Journal of Management Studies. https://doi.org/10.1108/ejms-10-2022-0072

[64] Ng, S. C., Sweeney, J. C., & Plewa, C. (2020). Customer Engagement: A Systematic Review and Future Research Priorities. Australasian Marketing Journal, 28(4), 235-252. https://doi.org/10.1016/j.ausmj.2020.05.004 (Original work published 2020)

[65] Nikolopoulou, K. (2022). What Is Quota Sampling? | Definition & Examples. Scribbr. https://www.scribbr.com/methodology/quota-sampling/

[66] Olson, S. (2024, December 13). What is Customer Retention? Definition, Importance, Metrics. Zendesk. https://www.zendesk.com/blog/customer-retention/

[67] Ong, A. K. S., Prasetyo, Y. T., Estefanio, A., Tan, A. S., Videña, J. C., Villanueva, R. A., Chuenyindee, T., Thana, K., Persada, S. F., & Nadlifatin, R. (2023). Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System. Sustainability, 15(2), 1223. https://doi.org/10.3390/su15021223

[68] Oracle. (2021). What is customer loyalty? Oracle.com. https://www.oracle.com/ph/cx/marketing/customer-loyalty/what-is-customer-loyalty/

[69] Palit, H. C., Kristanti, M., & Wibowo, Y. (2019). The effect of ergonomic aspects on customers’ convenience at restaurant in Surabaya. Journal of Quality Assurance in Hospitality & Tourism, 21(1), 31–49. https://doi.org/10.1080/1528008x.2018.1563017

[70] Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL a multiple-item scale for measuring consumer perceptions of service quality. ResearchGate. https://www.researchgate.net/publication/200827786_SERVQUAL_A_Multiple-item_Scale_for_Measuring_Consumer_Perceptions_of_Service_Quality

[71] Patel, B., Cavaliere, L. P. L., Srinivasan, K., Byloppilly, R., Muda, I., Singh, P., & Rajest, S. S. (2022). The impact of store layout designing on virtual platforms: The case of retail companies. Journal of Positive School Psychology, 6(3), 2204–2222. https://www.journalppw.com/index.php/jpsp/article/download/1935/1132/2180

[72] Pentony, N. (2023, August 26). Enhancing retail success through ergonomics. Boyne Ergonomics. https://boyneergonomics.ie/enhancing-retail-success-through-ergonomics/

[73] Prasetyo, Y. T., & Fuente, D. G. D. D. (2020, September 1). Determinant Factors Affecting Customer Satisfaction among Filipinos in Lazada Online Shopping during COVID-19 Pandemic: A Structural Equation Modeling Approach. IEEE Xplore. https://doi.org/10.1109/ICFIE50845.2020.9266734

[74] Propello. (2022, December 15) Resource Page: Customer Loyalty - Propello Customer Loyalty. Propello. https://propellocloud.com/customer-loyalty/

[75] Purdy, E. R., & Popan, E. (2023). Descriptive Research | EBSCO. EBSCO Information Services, Inc. | Www.ebsco.com. https://www.ebsco.com/research-starters/social-sciences-and-humanities/descriptive-research

[76] Rane, N. (2023). Enhancing Customer Loyalty through Artificial Intelligence (AI), Internet of Things (IoT), and Big Data Technologies: Improving Customer Satisfaction, Engagement, Relationship, and Experience. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.4616051

[77] Rane, N. L., Achari, A., & Choudhary, S. (2023). ENHANCING CUSTOMER LOYALTY THROUGH QUALITY OF SERVICE: EFFECTIVE STRATEGIES TO IMPROVE CUSTOMER SATISFACTION, EXPERIENCE, RELATIONSHIP, AND ENGAGEMENT. International Research Journal of Modernization in Engineering Technology and Science. https://doi.org/10.56726/irjmets38104

[78] ‌Rapiti, E., & Silvestri, C. (2020). Millennial’s Involvement in Corporate Social Responsibility. Advances in Marketing, Customer Relationship Management, and E-Services, 293–320. https://doi.org/10.4018/978-1-7998-1419-1.ch015

[79] Raquel, M.B. (2018). IMPACT OF CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN A FAST-FOOD CHAIN IN THE PHILIPPINES | Asia Pacific Institute of Advanced Research. Apiarpublications.com. https://apiarpublications.com/conference-paper/impact-of-customer-satisfaction-on-customer-loyalty-in-a-fast-food-chain-in-the-philippines/

[80] Rondilla, A., Austria, J. & Fandialan, F. (2023). Customer Retention at Daidee's Place Garden and Resto bar in Calamba City. Ani: Letran Calamba Research Report, 19(1), 135-136.

[81] Rosário, A., & Casaca, J. A. (2023). Relationship Marketing and Customer Retention - A Systematic Literature review. Studies in Business and Economics, 18(3), 44–66. https://doi.org/10.2478/sbe-2023-0044

[82] Sachdeva, I., & Goel, S. (2015). Retail store environment and customer experience: a paradigm. Journal of Fashion Marketing and Management: An International Journal, 19(3), 290–298. https://doi.org/10.1108/jfmm-03-2015-0021

[83] Sharma, S. (2023, July 11). Retail Store Layout Guide: Navigate Retail Success. (n.d.). Indian Retailer. https://www.indianretailer.com/article/retail-business/retail/retail-store-layout-guide

[84] Sharma, V., Jangir, K., Gupta, M., & Rupeika-Apoga, R. (2024). Does service quality matter in FinTech payment services? An integrated SERVQUAL and TAM approach. International Journal of Information Management Data Insights, 4(2), 100252. https://doi.org/10.1016/j.jjimei.2024.100252

[85] Shopping Basket. (2020, July 6). Retail ergonomics - Shopping Basket. https://sbshoppingbasket.com/en/blog/retail-ergonomics/

[86] Siddiqui, R. S., Khan, A. A., Saad, M., & Sultan, L. R. (2022). Analysis of Customer Satisfaction to Internal Ambiance of Vehicles using Predictive Analytic Modeling. Sustainable Business and Society in Emerging Economies, 4(1), 231-246. https://doi.org/10.26710/sbsee.v4i1.2227

[87] Singh, V., Sharma, M. P., Jayapriya, K., & Kumar, B. (2023). Service Quality, Customer Satisfaction and Customer Loyalty: A Comprehensive Literature Review. ResearchGate. https://doi.org/10.53555/sfs.v10i4S.2218

[88] Singh, V., Sharma, M. P., Jayapriya, K., & Kumar, B. (2023). Service Quality, Customer Satisfaction and Customer Loyalty: A Comprehensive Literature review. ResearchGate. https://doi.org/10.53555/sfs.v10i4S.2218

[89] Singh, V., Sharma, M. P., Jayapriya, K., & Kumar, B. (2023). Service Quality, Customer Satisfaction and Customer Loyalty: A Comprehensive Literature review. ResearchGate. https://doi.org/10.53555/sfs.v10i4S.2218

[90] St. Olaf College. (n.d.). Question Validity – Institutional Effectiveness and Assessment. https://wp.stolaf.edu/iea/question-validity/

[91] Sulaiman, Suriadi, A., Pratama, V., & Agusthera, D. (2020). Analysis Of the Effect of Store Atmosphere and Store Image And Store Location on Customer Loyalty Through Purchase Decision Customer Matahari Department Store In Samarinda City. https://www.ijstr.org/final-print/mar2020/Analysis-Of-The-Effect-Of-Store-Atmosphere-And-Store-Image-And-Store-Location-On-Customer-Loyalty-Through-Purchase-Decision-Customer-Matahari-Department-Store-In-Samarinda-City.pdf

[92] Sulu, D., Arasli, H. and Saydam, M.B. (2022), “Air-travelers’ perceptions of service quality during the COVID-19 pandemic: evidence from TripAdvisor.com”, Sustainability, Vol. 14 No. 1, p. 435.

[93] Suriansha, R., Diposumarto, N. S., & Muharam, H. (2024). The effect of service quality on customer retention and customer experience as mediating variable. West Science Business and Management, 2(02), 519–524. https://doi.org/10.58812/wsbm.v2i02.948

[94] Tiu, R. Hilario, A., Angeles, M.C., & Ramos, M. (2022). The Impact of Shelf Position on Impulse Buying Among Millennials. Millennium Journal of Humanities and Social Sciences, 1–17. https://doi.org/10.47340/mjeas.v3i3.1.2022

[95] Tlapana, T. (2021). The Impact of Store Layout on Consumer Buying Behaviour: A Case of Convenience Stores from a Selected Township in Kwazulu Natal. International Review of Management and Marketing, 11(5), 1–6. Retrieved from https://econjournals.com/index.php/irmm/article/view/11583

[96] Tran, T. V., & Hoai, T. (2024). Links among service quality, customer satisfaction and loyalty in Vietnam retail industry during the COVID-19 pandemic. International Journal of Electronic Marketing and Retailing, 16(1), 21–38. https://doi.org/10.1504/ijemr.2025.143044

[97] UCLA. (2016). What does Cronbach’s alpha mean? | SPSS FAQ.Ucla.edu. https://stats.oarc.ucla.edu/spss/faq/what-does-cronbachs-alpha-mean/? _

[98] UNC. (2024). Ergonomics. Environment, Health and Safety. https://ehs.unc.edu/topics/

[99] Venda, V. F. (1995). Ergodynamics: theory and applications. Ergonomics, 38(8), 1600–1616. https://doi.org/10.1080/00140139508925212

[100] Villanueva, M. C. C., Alejandro, A. F., & Ga-an, M. L. L. P. (2023). Measuring the Service Quality, Customer Satisfaction, and Customer Loyalty of Selected Fast-Food Restaurants during the COVID-19 Pandemic. Open Journal of Business and Management, 11(3), 1181–1207. https://doi.org/10.4236/ojbm.2023.113066

[101] Whiting, W.C. (2019). Dynamic human anatomy. Human Kinetics.

[102] Yum, K., & Kim, J. (2024). The Influence of Perceived Value, Customer Satisfaction, and Trust on Loyalty in Entertainment Platforms. Applied Sciences, 14(13), 5763. https://doi.org/10.3390/app14135763

[103] Zahoor, A., & Khan, D. (2022). Frontline service employees and customer engagement: some further insights. IIM Ranchi Journal of Management Studies. https://doi.org/10.1108/irjms-06-2021-0016

@article{1719118,
      author = {Joeve Grace N. Gaborno, Anelyn A. Janaban, DM},
      title = {Retail Stores’ Ergonomic Practices, Service Quality And Customer Retention},
      journal = {Iconic Research And Engineering Journals},
      year = {2026},
      volume = {9},
      number = {12},
      pages = {2864-2894},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1719118.pdf},
      abstract = {This study examined the relationship of ergonomic practices and service quality with customer retention in public markets in the Province of Guimaras, Philippines, during fiscal year 2025. Employing a descriptive-explanatory research design, the study surveyed 150 customers using a validated and reliable questionnaire covering demographic profile, ergonomic practices, service quality, and customer retention. Data were analyzed using descriptive statistics, Mann–Whitney U test, Kruskal–Walli’s test, and Spearman’s rho. Findings revealed that most respondents were female, aged 46 years old and above, not employed, and commonly purchased fresh produce and wet goods. Ergonomic practices were rated very highly practiced, particularly in vendor positioning, tool accessibility, product arrangement, safety, and customer accommodation, although improvements were needed in price and label visibility. Service quality was rated very good, with strengths in vendor knowledge, respect, and accessibility, while concerns remained regarding pricing transparency, affordability, and promptness of service. Customer retention was high, although exclusive loyalty was limited by competition and pricing considerations. No significant differences were found in ergonomic practices and service quality across demographic groups, while customer retention differed significantly only by educational attainment. Ergonomic practices showed a weak but significant relationship with service quality, whereas neither variable was significantly related to customer retention, suggesting other factors, such as marketing strategies, promotions, competitive alternatives, pricing, and community engagement, play a more critical role. The study provides actionable insights for retail owners, vendors, LGUs, and researchers to optimize store environments, enhance customer experience, and develop strategies to strengthen customer retention and market loyalty.},
      keywords = {Ergonomic Practices, Service Quality, Customer Retention, Retail Stores, Public Markets},
      month = {June},
      doi = {https://doi.org/10.64388/IREV9I12-1719118}
  }