Quality and Competition in Retail: An Empirical Investigation

2015 ◽  
Vol 8 (2) ◽  
Author(s):  
Ekta Duggal ◽  
Harsh V. Verma
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Empirical Investigation ◽  
Competitive Environment ◽  
Retail Sector ◽  
Accurate Assessment ◽  
The Future ◽  
Retail Services ◽  
Retail Formats

With the tremendous growth in the Indian retail sector, quality in retail has become one of the most pertinent issues. Keeping pace with the competitive environment and dynamic consumer lifestyle, the compatibility of retail services with consumer needs and demands becomes crucial. Relationships with customers need to be prioritised securing the future of retail in India. The retail experimentation with modern retail formats needs to be substantiated with accurate assessment and management of retail quality. The present study strives to assess retailers with the parameters of service quality and relationship quality so as to derive useful insights for bringing out retail efficiencies.

Relationship Quality

2017 ◽  
Vol 8 (3) ◽  
pp. 14-35 ◽  
Author(s):  
Ekta Duggal ◽  
Harsh V. Verma
Keyword(s):  
Relationship Quality ◽  
Complex Nature ◽  
Retail Sector ◽  
Quality Scale ◽  
The World ◽  
Critical Issues ◽  
Retail Services ◽  
The Relationship ◽  
Market Success

With services becoming the impetus of growth in economies across the world, quality has emerged as one of the critical issues that need adequate attention. Customers have a larger role to play in defining the success of services as these are customer-oriented in nature. The complex nature of services makes it imperative to satisfy customers in the most competitive manner. This necessitates creation of bond with the customers. Relationship quality as a comprehensive construct aims at development of trust, commitment and satisfaction with the customers. The present study seeks to validate the relationship quality scale in the context of retail services in India. This would contribute to the upcoming retail sector in India by revealing the crucial parameters of relationship quality as it will assist retailers in achieving market success based on healthy customers' relationships.

scholarly journals Examining the relationship between the level of logistics service quality, relationship quality and repurchase intention in e-retail sector of Pakistan

2021 ◽  
Vol 10 (1) ◽  
pp. 189-204
Author(s):  
Muhammad Saqib Khan ◽  
Haijun Wang ◽  
Qing Wang ◽  
Waseem Khan ◽  
Tahira Javed
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Service Providers ◽  
Research Work ◽  
Retail Sector ◽  
Repurchase Intention ◽  
Logistics Service ◽  
Study Results ◽  
Logistics Service Quality ◽  
The Relationship

This study examined the relationship between the level of logistics service quality, relationship quality, and repurchase intention in the e-retail sector of Pakistan. Logistics service quality LSQ was integrated into the step-by-step purchasing process including pre-purchase, purchase, and post-purchase factors. This research is unique from existing research work as it validated a holistic model by examining the role of customer’s perception of LSQ in strengthening their RQ and subsequent purchase intentions in the e-retail logistics sector of Pakistan and draw important suggestions to enhance the competitiveness of logistics services of domestic e-retail logistic firms. A survey strategy using self-administered questionnaires was employed from customers of departmental stores, large discount stores, shopping malls & retail outlets. A total of n=241 based on a cluster of conventional retail consumers across Pakistan was drawn. The study results provide a quality framework for the management of logistics service providers working in Pakistan's e-retail industry to evaluate the strengths and limitations of their service provision and then identify areas where improvements might be needed.

Retail Store Service Quality: Insights from Indian Retail

2015 ◽  
Vol 6 (2) ◽  
Author(s):  
Ekta Duggal
Keyword(s):  
Economic Growth ◽  
Service Quality ◽  
Quality Parameters ◽  
Retail Store ◽  
Retail Sector ◽  
Retail Operations ◽  
Customer Needs ◽  
New Horizons ◽  
Quality Perceptions ◽  
Retail Structure

Services have surpassed other sectors in terms of contributing to the economic growth and enhancing consumers lifestyle. Retail in particular is touching new horizons by being organised and modernized. Retail structure has undergone tremendous transformation. Retail has found a prominent place in consumers life by providing them with enriched experiences. However, the inviting retail sector is not left untouched by the powerful environmental forces. As the modern retail opens up possibilities of profit and expansion, it also carries with it the risks associated with management of complex retail operations and the ever-changing customer needs and demands. Researchers and practitioners have identified service quality as a key to gain competitive superiority and sustain effectively in the marketplace. In this background, the present paper seeks to explore the service quality perceptions across demographics in order to understand the differences among the customer segments and thereby uncover crucial service quality parameters for the retailers to empahsise upon.

scholarly journals Financial technology and the future of banking

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Daniel Broby
Keyword(s):  
Financial Services ◽  
Empirical Investigation ◽  
Analytical Framework ◽  
Shadow Banking ◽  
Customer Acquisition ◽  
Market Participants ◽  
Digital World ◽  
The Future ◽  
Technology Applications ◽  
Financial Technology

AbstractThis paper presents an analytical framework that describes the business model of banks. It draws on the classical theory of banking and the literature on digital transformation. It provides an explanation for existing trends and, by extending the theory of the banking firm, it illustrates how financial intermediation will be impacted by innovative financial technology applications. It further reviews the options that established banks will have to consider in order to mitigate the threat to their profitability. Deposit taking and lending are considered in the context of the challenge made from shadow banking and the all-digital banks. The paper contributes to an understanding of the future of banking, providing a framework for scholarly empirical investigation. In the discussion, four possible strategies are proposed for market participants, (1) customer retention, (2) customer acquisition, (3) banking as a service and (4) social media payment platforms. It is concluded that, in an increasingly digital world, trust will remain at the core of banking. That said, liquidity transformation will still have an important role to play. The nature of banking and financial services, however, will change dramatically.

Middle East luxury retail sector – opportunities or uncertainties in the future?

2016 ◽  
Vol 6 (3) ◽  
pp. 1-39
Author(s):  
Roger Moser ◽  
Gopalakrishnan Narayanamurthy
Keyword(s):  
Middle East ◽  
Multinational Corporations ◽  
International Business ◽  
Market Entry ◽  
Middle Eastern ◽  
Subject Area ◽  
Retail Sector ◽  
Senior Executive ◽  
Content Type ◽  
The Future

Subject area The subject area is international business and global operations. Study level/applicability The study includes BSc, MSc and MBA students and management trainees who are interested in learning how an industry can be assessed to make a decision on market entry/expansion. Even senior management teams could be targeted in executive education programs, as this case provides a detailed procedure and methodology that is also used by companies (multinational corporations and small- and medium-sized enterprises) to develop strategies on corporate and functional levels. Case overview A group of five senior executive teams of different Swiss luxury and lifestyle companies wanted to enter the Middle East market. To figure out the optimal market entry and operating strategies, the senior executive team approached the Head of the Swiss Business Hub Middle East of Switzerland Global Enterprise, Thomas Meier, in December 2012. Although being marked with great potential and an over-proportional growth, the Middle Eastern luxury market contained impediments that international firms had to take into consideration. Therefore, Thomas had to analyze the future outlook for this segment of the Middle East retail sector to develop potential strategies for the five different Swiss luxury and lifestyle companies to potentially operate successfully in the Middle East luxury and lifestyle market. Expected learning outcomes The study identifies barriers and operations challenges especially for Swiss and other foreign luxury and lifestyle retailers in the Middle East, understands the future (2017) institutional environment of the luxury and lifestyle retail sector in the Middle East and applies the institutions-resources matrix in the context of a Swiss company to evaluate the uncertainties prevailing in the Middle East luxury and lifestyle retail sector. It helps in turning insights about future developments in an industry (segment) into consequences for the corporate and functional strategies of a company. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or e-mail [email protected] to request teaching notes. Subject code CSS 5: International Business.

The role of service fairness in the service quality – relationship quality – customer loyalty chain

2015 ◽  
Vol 25 (6) ◽  
pp. 744-776 ◽  
Author(s):  
Apostolos Giovanis ◽  
Pinelopi Athanasopoulou ◽  
Evangelos Tsoukatos
Keyword(s):  
Service Quality ◽  
Relationship Quality ◽  
Customer Loyalty ◽  
Higher Order ◽  
Equation Modeling ◽  
Content Type ◽  
Order Construct ◽  
Service Fairness

Purpose – The purpose of this paper is to extend the well-established nomological network of service quality-relationship quality-customer loyalty by introducing service fairness – a distinct service evaluation concept. Specifically, the study aims to investigate the impact of service fairness on relationship quality as a complementary to service quality driver, and the direct and indirect effect of service fairness on customer loyalty in the presence of service quality and relationship quality in a no failure/recovery effort service context. Design/methodology/approach – A telephone survey of a random sample of 408 customers of auto repair and maintenance services was implemented using a structured questionnaire with established scales. Data were analyzed with partial least squares path methodology, a structural equation modeling methodology. Findings – Interactional fairness is the most important formative determinant of customers’ overall fairness perception, followed by procedural and distributive fairness. Relationship quality measured as a higher order construct, made of satisfaction; trust; affective and calculative commitment, is the main determinant of customer loyalty. Also, it partially mediates, along with service quality, the relationship between service fairness and customer loyalty and fully mediates the effect of service quality on customer loyalty. Finally, service fairness has the highest overall effect on customer loyalty. Research limitations/implications – The sample is industry-specific and this may affect generalizability of findings. Also, the cross-sectional design adopted does not reflect temporal changes. Practical implications – Interactional fairness is of utmost importance to customers of the investigated industry. So, customers should be fairly treated at every point of contact. Also, service quality is heavily affected by service fairness. Thus, fair service leads to high-perceived service quality. Third, service quality affects customer loyalty only through relationship quality. Only when service quality is coupled by long-term quality relationships, signs of customer loyalty appear. Finally, service fairness influences customer loyalty mainly through service and relationship quality and has the highest overall effect on customer loyalty. So, fairly treating customers is crucial for developing long-term relationships that lead to customer loyalty. Originality/value – The role of service fairness in the service quality-relationship quality-customer loyalty chain is investigated and using a higher order construct for relationship quality.

scholarly journals Challenges For Tourism: A Changing Paradigm

2012 ◽  
Vol 11 (13) ◽  
pp. 1483
Author(s):  
Maria Cordente-Rodriguez ◽  
Juan-Antonio Mondejar-Jimenez ◽  
Agueda Esteba Talayan
Keyword(s):  
Economic Situation ◽  
Competitive Environment ◽  
Value For Money ◽  
Tourist Destination ◽  
Market Strategy ◽  
The Real ◽  
Tourism Product ◽  
The Future ◽  
Tourism Activity ◽  
The Town

The present environment is characterized for the uncertainty and crisis, and the existence of threats and dangers in the society and in the tourist sector for the survival of companies in the market. In addition, apart from changes in the economic situation, changes in demand occur in terms of new wants and needs, obliging suppliers to adapt to them in order to survive in times of a highly competitive environment and a difficult economic situation, when the key is not just attracting visitors, but also satisfying them in order to gain their loyalty. So the real threat is the lack of response to changing situations. The Spanish tourist sector is pressured by various threats such as the need to improve the competitiveness of destinations and products, make the industry more professional, encourage new forms of marketing and promotion, or change the sales model. Therefore, businesses must adapt to these changes and respond to them, strengthen the confidence of customers, who seek to obtain the optimum value for money. The objective of this paper is to evaluate the tourism activity in the town of Cuenca in the period 2005 to 2009, focusing the analysis on how supply changed to adapt to the requirements of demand. The aim being to evaluate their and correct errors, and design the actions of the future. That is to say, create an appropriate market strategy to promote the tourism product and ensure the idea of a consolidated tourist destination.

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