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 A retail store with low current levels of customer satisfaction may require only small investments in satisfaction drivers to improve sales performance. Ankur Saxena (Technocrats Institute of Technology - MBA, Bhopal, India) 1. The divergent perceptual frameworks involving various theoretical issues and problems of the retail banking are scrutinized through the review of literature. Service quality is generally understood as the gap between customer expectations and actual experiences after receiving the service Keywords: customer experience; literature review on customer satisfaction in retail store customer experience evaluation; retail; systematic literature review; user experience 1. Justify the Sale With Social Proof. 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. Satisfaction has been broadly defined by Vavra, T. 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. Data were collected using a 39-item structured questionnaire developed by the authors. , 1990)–relative to the value expected …. My literature research has revealed that customer satisfaction can be defined as an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfilment of some need, goal or desire. 20 items were used to measure customers. There are several factors to consider in satisfying the customers. Retailers were also satisfied with the distribution network of Pepsi, information regarding new schemes and discounts. A total of 375 questionnaires have been randomly distributed to retail customers 6 Conclusion. Friendly and helpful behaviour of grocery store employees has been shown to influence customer satisfaction and willingness to maintain relation-ship with a provider literature review on customer satisfaction in retail store (Paul et al. 0 literature review brand as a concept can be traced back to 4000 years when the egyptians and indians for the first time used the term brand (moore & reid, …. 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. A Review of Literature on Service Strategies for Customer Satisfaction and Customer Loyalty in Store Supermarkets Article Full-text available Sep 2015 Vasanthakumar Kumaradeepan Pathmini M. Yi’s concludes, “Many studies found that customer satisfaction influences purchase intentions as well as post-purchase attitude” (p. Therefore, this review explains the reliability and how it helps fitness industry based on the framework. After they have bought, they want to justify their purchase with logic Policy: Retail need help making business plan stores policy on merchandise, quality, parking, operation hours and credit cards. Recent research from Harvard professor Gerald Zaltman shows shoppers buy 95% of the time due to emotional reasons, not rational. The sample consists of 225 consumers who shop at retail outlets (Convenience sample of 125 consumers from small. Justify the Sale With Social Proof Recent research from Harvard professor Gerald Zaltman shows shoppers buy 95% of the time due to emotional reasons, not rational. The questionnaire was based on items which were used in Westbrook™s study. Consumer behaviour is a field of study that focuses on consumer activities.