Customer Perceptions about Retail Store Attributes: A Comparative Analysis between Supermarkets, Department Store and Specialty Stores in India

2020 ◽  
Vol 11 (1) ◽  
pp. 1
Author(s):  
Sneha Sharma ◽  
Suresh K. Chadha
Keyword(s):  
Comparative Analysis ◽  
Department Store ◽  
Retail Store ◽  
Customer Perceptions ◽  
Store Attributes

Exploring the influence of store attributes on customer experience and customer engagement

2017 ◽  
Vol 45 (11) ◽  
pp. 1138-1158 ◽  
Author(s):  
Suhaily Mohd-Ramly ◽  
Nor Asiah Omar
Keyword(s):  
Structural Equation ◽  
Department Store ◽  
Customer Experience ◽  
Customer Engagement ◽  
Equation Modeling ◽  
Original Research ◽  
Retail Sector ◽  
Term Survival ◽  
Content Type ◽  
Store Attributes

Purpose The global retail landscape has changed drastically. The rising role of Asia as one of the fastest growing international retail penetration and expansion will continue to make the region to be the driving force in world economic growth. However, the ambitious expansion plans are making the retail sector to be more challenging. Emphasizing on the customer experience and enhancing the value proposition to customers are undeniably vital factors for the long-term survival of any retail business. Therefore, the purpose of this paper is to examine the influence of store attributes on customer experience and customer engagement in the context of department store in Malaysia. Subsequently, the influence of customer experience on customer engagement is also analyzed. Design/methodology/approach Using drop and collect survey, 484 valid responses of department store cardholders of age 18 years and above in the area Klang Valley, Malaysia, were collected. PLS structural equation modeling was used to test the hypotheses of this study. Findings Results revealed that customer experience is influenced by merchandise, store atmosphere, and loyalty program, while customer engagement is influenced by merchandise, communication, interpersonal communication, and loyalty. In contrast, post-transaction services were found to have non-significant impact on both customer experience and customer engagement. Analysis also revealed a strong relationship between customer experience and customer engagement. Research limitations/implications This study is carried out on customers of department store in Malaysia. However, the researchers urge other researchers to replicate the study from different countries and category of department stores. Originality/value Retail researchers recognize little knowledge on the contribution of store attributes to customer experience and customer engagement. This paper represents original research that encourages foreign retailers to employ service-dominant logic as a new marketing thought in designing strong customer engagement and experience strategies to capture the Malaysia market.

Off-price versus price-off

2014 ◽  
Vol 42 (10) ◽  
pp. 902-928 ◽  
Author(s):  
Ronald L. Hess Jr ◽  
Lawrence Ring
Keyword(s):  
Marketing Research ◽  
Extreme Points ◽  
Department Store ◽  
Future Research ◽  
Department Stores ◽  
Content Type ◽  
Store Attributes ◽  
The Us ◽  
Retail Format ◽  
Retail Formats

Purpose – The purpose of this paper is to better understand the unique competitive positioning characteristics of off-price retailers and how they compare to other types of retailers. The authors compare off-price and upscale off-price retailers with four major formats of retailers: first, discount department store/warehouse club retailers; second, moderate department store retailers; third, department store retailers; and finally, specialty department store retailers. Design/methodology/approach – The paper employs a representative sample that was randomly drawn from four primary metropolitan cities in the USA. The data were collected using telephone interviews by a prominent, marketing research firm. A series of discriminant analyses were conducted to examine the data. Findings – The findings of the paper indicate that the off-price formats were consistently positioned at extreme points along the price/value continuum, signifying the strongest value-orientation among the other retail formats. The authors also found that while the upscale off-price format followed the specialty department stores in terms of fashion. The results point to an important disadvantage of the off-price format – although strong on price/value, they often fall short on fashion and many other store attributes that may be important to luxury-oriented customers. Research limitations/implications – The paper employed a sample from several cities collected using a telephone interview methodology within the US. Due to these limitations, the findings of this paper may be hampered by this methodology and not generalize to regions outside of the US. Future research should examine how the demise of most of the upscale off-price retailers and growth of flash web sites have changed the competitive structure of retailing. Practical implications – The results demonstrate that the positioning of the off-price retail format is unique from other formats. The retail formats occupy distinct positions. The off-price retail format is strongly associated with the price/value position but only moderately fashionable to customers, especially when compared with the department and specialty department store formats. In contrast, the upscale off-price format, while also strongly positioned along the price/value continuum, is considered much more fashionable than the off-price retail format. In fact, the upscale off-price retail format only trails the specialty department store format in terms of fashion. Originality/value – The unique characteristics of the off-price retail format and growing interest from upscale department stores underscores the need for a comprehensive understanding of the motives of the off-price shopper. This paper provides retailers with a more complete understanding of the store attributes that differentiate the off-price retail format from other major retail store formats. The overall objective of this study is to offer a comprehensive view of the positioning of off-price retailers compared with many alternative retail formats.

Store Format Influence on Customer Perception of the Store Environment

2012 ◽  
Vol 1 (4) ◽  
pp. 9-21
Author(s):  
Susana Henriques Marques ◽  
Maria Santos
Keyword(s):  
Current Trend ◽  
Retail Store ◽  
Retail Stores ◽  
Client Perceptions ◽  
Customer Perception ◽  
Store Attributes ◽  
Dependent Variables ◽  
Store Environment ◽  
Strategic Differentiation ◽  
Retail Formats

This study compares client perceptions of the global in-store environment applied to different retail store formats. Literature has shown that certain store attributes are important strategic differentiation tools for grocery retailers. A retail atmosphere can lead to success or failure of a business. Previous studies have neglected the current trend to the coexistence of different retail formats, under different brands but within the same organization. In these cases, a multi-banner company needs to customize the atmosphere to its customers in order to gain attention. This research is about the influence of the store format on the servicescape of the grocery retail stores. A survey was conducted of 302 hyper and supermarket customers. A range of atmospherics variables were considered, including some less studied, such as temperature and cleanliness. The results show that all the dependent variables are sensitive to store format, except cleanliness.

scholarly journals Global and Local: Retail Transformation and the Department Store in Britain and Japan, 1900–1940

2018 ◽  
Vol 92 (2) ◽  
pp. 251-280 ◽  
Author(s):  
Rika Fujioka ◽  
Jon Stobart
Keyword(s):  
Twentieth Century ◽  
Comparative Analysis ◽  
Department Store ◽  
Social Practices ◽  
Department Stores ◽  
Incremental Development ◽  
Early Twentieth Century ◽  
Formed Part ◽  
Global And Local

Department stores are often seen as transformative of both retail and wider social practices. This article offers a comparative analysis of department stores in early twentieth-century Britain and Japan to assess the extent to which there were universal qualities defining the operation, practices, and experience of department stores and to explore the ways in which they might be seen as transforming retailing in the two countries. Despite similarities in their origin, organization, and service to customers, we highlight the greater diversity of British department stores and their incremental development. Japanese stores were a far more powerful force for change because they formed part of a concerted and conscious program of modernization.

scholarly journals Customers’ Perception of Superstore Retail Organization: A Descriptive Study on Shwapno

2021 ◽  
pp. 122-126
Author(s):  
Azmat Ullah ◽  
Mohammad Nizam Uddin ◽  
Md. Farhan Naim Oni
Keyword(s):  
Urban Area ◽  
Family Members ◽  
Department Store ◽  
Descriptive Study ◽  
Retail Store ◽  
Goods And Services ◽  
Factors Influencing

Shwapno is the leader retail superstore in Bangladesh. Maximum family members in urban area used department store or supermarket for purchasing groceries commodities. Shwapno is the largest and the best platform to provide farm fresh necessary products and services to their customers. The high and mid class people in city are preferred to buy convenience goods or services from one platform, the retail store of Shwapno provides all items of commodities to their targeted customers. This study is identified the factors influencing to customers perception and their satisfaction by using or getting goods and services from Shwapno retail store. The study has suggested top-level managers and authorities of Shwapno retail organization to consider these factors while retaining existing customers, attracting new and competitor’s customers by offering better services.

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