Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats

2021 ◽  
Vol 60 ◽  
pp. 102505
Author(s):  
Marcel Goić ◽  
Camilo Levenier ◽  
Ricardo Montoya
Keyword(s):  
Customer Satisfaction ◽  
Longitudinal Analysis ◽  
Retail Industry

scholarly journals Does Service Recovery Affect Customer Satisfaction? A Study on Co-Created Retail Industry

2014 ◽  
Vol 130 ◽  
pp. 455-460 ◽  
Author(s):  
Muhammad Hafiz Abd Rashid ◽  
Fauziah Sh. Ahmad ◽  
Abdul Kadir Othman
Keyword(s):  
Customer Satisfaction ◽  
Service Recovery ◽  
Retail Industry

scholarly journals Impact of Retail Service Quality and Store Service Quality on Patronage Intention towards Organized Retail Industry

2021 ◽  
Vol 12 (3) ◽  
pp. 1462-1471
Author(s):  
P.S.Venkateswaran Et.al
Keyword(s):  
Problem Solving ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Retail Industry ◽  
Retail Service ◽  
Loyal Customer ◽  
Patronage Intention ◽  
Retail Service Quality ◽  
The Impact

Purpose: A proper service increases the customer satisfaction and positive word of mouth. The aim of this paper is to find out the impact of retail service quality and store service quality on patronage intention and word of mouth towards organized retail industry. Design/methodology/approach: The study data were collected from [location masked for blind review] using a structured questionnaire. A sample of 419 was used. A structural model was developed for analysis to find out the linkage between study variables. Findings/results: Findings reveal that retail service quality and store service quality are increasing the customer satisfaction.  The findings showed that retail service quality, store service quality, and customer satisfaction significantly impact patronage intention and word of mouth. Problem solving is the major issue faced by the retail stores. Hence they have to take immediate action towards it to maintain their loyal customer base Practical implications: Problem-solving is not having significant relationships with customer satisfaction. Store managers have to create a pleasant experience and amplify the strength factors to create a bond between the store and the customers Originality/value: This paper is helpful to the retail store managers as well as new entrepreneurs who are going to start a new venture in the retail business.

scholarly journals GROWTH PROSPECTS OF E-RETAILING IN ELECTRONIC GOODS MARKETS

2020 ◽  
Vol 1 (2) ◽  
pp. 71-88
Author(s):  
Gunjan Malhotra ◽  
Ranjana Aggarwal
Keyword(s):  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Analysis Of Variance ◽  
Online Shopping ◽  
Retail Industry ◽  
Customer Perception ◽  
Competitive Edge ◽  
Growth Prospects

E-retailing has emerged as a significant player in the retail industry in India. The major cutthroat competition happens between Flipkart, Amazon, and Snap deal. These merchants have a significant competitive edge on electronic goods over other merchants in Indian online shopping portals. Thus, the purpose of this paper is to understand and analyses the universal perception and satisfaction quotient of customers in India concerning to the purchase of electronic goods via these e-commerce merchants.  We have used hypothesis testing and analysis of variance to understand customer satisfaction and customer perception. The results show that overall customer satisfaction is the highest for Flipkart. Also, the physical appeal and the quality of the product are the main reasons which impact the customer's perception toward not shopping online. This study is original in itself because it is limited to the purchase of electronic goods only from the emerging e-retail merchants-  Flipkart, Snap deal, and Amazon in India.

scholarly journals The Relationship between Loyalty Program, Customer Satisfaction and Customer Loyalty in Retail Industry: A Case Study

2014 ◽  
Vol 129 ◽  
pp. 23-30 ◽  
Author(s):  
Ibhrahim Zakaria ◽  
Baharom Ab. Rahman ◽  
Abdul Kadir Othman ◽  
Noor Azlina Mohamed Yunus ◽  
Mohd Redhuan Dzulkipli ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Retail Industry ◽  
Loyalty Program ◽  
The Relationship

A Strategic Initiative for Successful Reverse Logistics Management in Retail Industry

2018 ◽  
Vol 19 (3_suppl) ◽  
pp. S151-S175 ◽  
Author(s):  
Shrikant Krupasindhu Panigrahi ◽  
Foo Weng Kar ◽  
Tan Ai Fen ◽  
Lam Kah Hoe ◽  
Melvin Wong
Keyword(s):  
Customer Satisfaction ◽  
Reverse Logistics ◽  
Reverse Flow ◽  
Qualitative Interviews ◽  
Logistics Management ◽  
Retail Industry ◽  
Critical Factors ◽  
Strategic Framework ◽  
Strategic Initiative ◽  
Reverse Logistics Management

This study aims to identify critical factors for developing a successful reverse logistics strategic framework that could guide the managers for improving customer satisfaction and managing retail returns. Qualitative interviews were performed with logistics manager in retail industry to develop successful reverse logistics strategic framework with critical factors. A problem-driven content analysis methodology was also conducted reviewing previous studies published from 2008 through 2015 to determine the key factors that affect reverse logistics decisions of managers towards successful reverse logistics management. This study provided new insight on reverse logistics as an important strategic initiative for the retailers to gain customer satisfaction, competitive advantage and cost effectiveness. A reverse logistics framework that is developed in this article will be able to add value to supply chain and logistics studies. Reverse flow driven by motivation is an important implication for managers to manage logistics activities. Managers must emphasize on potential corporate benefits to reduce costs and add customer value.

Customer Empowerment and Satisfaction through the Consultative Selling Process in the Retail Industry

2018 ◽  
Vol 9 (3) ◽  
pp. 34-49
Author(s):  
Javier Castillo ◽  
Babu George
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Retail Industry ◽  
Customer Journey ◽  
Customer Empowerment ◽  
Consultative Process ◽  
The Right ◽  
Selling Process

This article draws insight from the literature to propose a model interlinking key stages in the consultative selling process, customer engagement, and customer satisfaction. It is argued that customer journey should be designed as a process of empowering customers to make the right choices and the role of businesses should be to design and deliver products that meet with needs realized in the consultative process between the business and the customer. Even though this discussion is situated within the context of the retail industry, the findings could possibly be applied in various other customer relationship contexts as well.

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