Literature review on customer satisfaction in retail store
Introduction: Customer satisfaction is an ambiguous, abstract and confusing concept. Data were collected using a 39-item structured questionnaire developed by the authors We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance. S The purpose of this research is to find out the determinants of consumer satisfaction in small and large retail stores in an emerging market, with a sample from India. The marketing literature suggests that customer loyalty can be defined in two distinct ways (Jacoby and Kyner, 1973)12. Satisfaction is the post-purchase evaluation by the consumer of the overall service experience where the needs and expectations have been met or exceeded (Abubakar et al, 2001). Recent research from Harvard professor Gerald Zaltman shows shoppers buy 95% of the time due to emotional reasons, not rational. Data were collected using a 39-item structured questionnaire developed my paper expert by the authors. The questionnaire was based on items which were used in Westbrook™s study. (1997) as a satisfactory post-purchase experience with a product or service given an existing literature review on customer satisfaction in retail store purchase expectation. 1 Relationship between GUARANTEE and ASSURANCE Guarantee and assurance bear positive relationship in the hospitality industry A retail store with low current levels of customer satisfaction may require only small investments in satisfaction drivers to improve sales performance. Chapter 2: LITERATURE REVIEW 2. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. Customer satisfaction is typically defined as a post consumption evaluative judgement concerning a specific product or literature review on customer satisfaction in retail store service (Gundersen, Heide and Olsson, 1996). 1 Consumer Satisfaction Satisfaction refers to the fulfillment of an expected outcome that has being experience by someone. A total of 375 questionnaires have been randomly distributed to retail customers The divergent perceptual frameworks involving various theoretical issues and problems of the retail banking are scrutinized through the review of literature. After they have bought, they want to justify their purchase with logic.. One of the restaurant industry’s goals, aside from gaining profit, is to satisfy their customers in order to achieve customer patronage. Clark and Hwang (2000) conducted a study to compare customer satisfaction between American and Korean discount stores. Keywords: customer experience; customer experience evaluation; retail; systematic literature review; user experience 1. Retailers were also satisfied with the distribution network of Pepsi, information regarding new schemes and discounts. India’s e-commerce market is poised to grow four folds to US$ 150 billion by 2022 coupled by rising incomes and. The purpose of this research is to find out the determinants of consumer satisfaction in small and large retail stores in an emerging market, with a sample from India. The sample consists of 225 consumers who shop at retail outlets (Convenience sample of 125 consumers from small. Customer satisfaction refers to the extent to which customers are happy and delighted with the products and services provided by a business. Howard and Sheth (1969)5 define satisfaction as, “The buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone”. In other words, it is not only service quality that will drive con- sumer satisfaction and loyalty factors which can help those retail stores to retain the existing customers and to study the future prospects of retail stores in Tiruchirappalli town. Customers have greater power and influence with companies. Data were collected using a 39-item structured questionnaire developed by the authors A retail store with low current levels of customer satisfaction may require only small investments in satisfaction drivers to improve sales performance. Yi’s concludes, “Many studies found that customer satisfaction influences purchase intentions as well as post-purchase attitude” (p. They were also satisfied with the sales person of Pepsi.