Current Volume 10
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
Citations
IRE Journals:
Joeve Grace N. Gaborno, Anelyn A. Janaban, DM "Retail Stores’ Ergonomic Practices, Service Quality And Customer Retention" Iconic Research And Engineering Journals Volume 9 Issue 12 2026 Page 2864-2894 https://doi.org/10.64388/IREV9I12-1719118
IEEE:
Joeve Grace N. Gaborno, Anelyn A. Janaban, DM
"Retail Stores’ Ergonomic Practices, Service Quality And Customer Retention" Iconic Research And Engineering Journals, 9(12) https://doi.org/10.64388/IREV9I12-1719118
About IRE Journals
IRE Journals is an open access online journals established with an aim to publish high quality of research work in various diciplines. We have more than 6 years in publications. Over 2500+ papers already published.
Important Links
For Authors
Volume 9:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12Volume 8:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12Volume 7:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12Volume 6:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12Volume 5:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12Volume 4:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12Volume 3:
Issue 1, Issue 2, Issue 3, Issue 4, Issue 5, Issue 6, Issue 7, Issue 8, Issue 9, Issue 10, Issue 11, Issue 12