Retail Customer Satisfaction Research Articles

An evaluation of reverse logistics responsiveness and customer satisfaction in retailing

The study evaluates the effect of reverse logistics operational responsiveness on customer satisfaction in retailing. Data was gathered from 223 online shoppers and the data was analyzed using descriptive analysis to analyze the type of product return and the reasons for return while the effect of reverse logistics operational responsiveness on customer satisfaction was analyzed using multiple regression in accordance with the output of SPSS 21.0 Findings indicated that operational responsiveness in the reverse logistics process significantly influences customer satisfaction.

ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS PELANGGAN RETAIL PUPUK UREA NONSUBSIDI PT PUPUK ISKANDAR MUDA DI KABUPATEN ACEH UTARA

This study aims to determine the effect of product excellence and brand trust on customer loyalty through customer satisfaction as an intervening variable. This study uses primary data obtained by distributing questionnaires to 144 respondents, who are the retail customers of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in the North Aceh Regency. The method used to analyze the data is Structural Equation Modeling (SEM). The results find that brand trust significantly influences customer satisfaction and customer loyalty, but product excellence does not significantly influence customer satisfaction and Retail customer loyalty of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency. Furthermore, customer satisfaction mediates the influence of brand trust on retail customer satisfaction of non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in the North Aceh Regency. Based on the results of the study, it is expected that the leaders of PT Pupuk Iskandar Muda to increase customer loyalty, it is necessary to pay attention to the efforts for growing and increasing brand trust in customers by creating positive perceptions of costumers about the benefits that can be given by the products/brands so that they are confident in using non-subsidized urea fertilizer of PT Pupuk Iskandar Muda in North Aceh Regency Keywords: product excellence, brand trust, customer satisfaction and customer loyalty

Analysis of the Description of Experiential Marketing, Store Atmosphere and Local Retail Customer Satisfaction of Gorontalo City, Indonesia

The trend of economic growth in Gorontalo City, surpassing national economic growth, is one reason why retail businesses develop here. This study aims to describe experiential marketing, the atmosphere of a local modern retail satisfaction store in Gorontalo City. The research was conducted on the local retail type of Gorontalo City, Indonesia. The population of this study was local minimarket retail customers in Gorontalo City. The sample size used was 190 respondents. The average value of the Experiential Marketing indicator is 4.05, which means that respondents tend to agree that retailers have good relationships with consumers directly. The sales assistant communicates well with consumers to maintain relationships, thus establishing good relationships with consumers directly.Moreover, the sales assistant to communicate well with consumers to maintain relationships has contributed to the Relate indicator. The description of the shop atmosphere's average value is reflected through four indicators, namely the Store Exterior, General Interior, Store Layout, Interior Display, and Store Layout indicators, which have the highest rating compared to other indicators with an average value of 4.34. Customer Satisfaction's average value is 3.99, meaning that the respondent feels satisfied shopping at local modern retail. This is reflected in the respondent's statement who has the highest average value, namely, Saying positive things about retail to others. In the following statements, the respondent tends to agree to service exceeded expectations. Customer Satisfaction is formed by indicators of saying positive things about retail to others, in the aftermath of the service exceeding expectations, then intending to shop again.

Missing the Mark: Gathering Better Data From Student-Athlete Exit Interviews

A great deal of sport management literature in recent years draws upon the need for effective quantitative and qualitative research methods. However, there are limited cases for a sport management faculty to effectively teach students proper process, design, and implementation of survey or interview research, particularly for real-world sport applications, such as student-athlete exit interviews. This case aims to fill this gap and outlines a plan for students to identify limitations in current student-athlete exit data collection methods and to learn the common barriers associated with effective research design. Students are made aware of common missteps throughout the research process and are provided foundations for effective survey and interview design. Information taught via this case can also be used across sport management contexts, such as fan experience surveys, retail customer satisfaction surveys, or donor satisfaction interviews.

PENGARUH BAURAN PEMASARAN RITEL TERHADAP KEPUASAN PELANGGAN MINIMARKET INDOMARET PERUMAHAN SAWOJAJAR I MALANG

The performance of a retail company is inseparable from the performance attributes of the marketing mix used by retail companies. The marketing mix is generally called on a retail company with ritailing mix. Attribute of ritailing mix consists of product, price, place, promotion, presentation and personnel (6 p). The ritailing mix is also believed to affect the satisfaction of the company's retail customers. So in this study is intended to determine the influence of ritailing mix consisting of attributes of the product, price, place, promotion, presentation and personnel against modern retail customer satisfaction. This research is the research of causality, which aims to explain the influence of the change of variable values in a common variation to the changing value of the variation in one or more other variables. Methods of analysis used in the study are using the multiple linear regression method with sampling purposive sampling method. Data from the questionnaire distributed to 100 customers a minimart Indomaret Sawojajar Housing I Malang became the primary data source. Based on the results of data analysis conducted, it was concluded that a variable price, promotion and presentation which is an attribute of ritailing mix affect significantly to customer satisfaction. While the variable product, place, and influential significance level personnel with a different. This research also concluded that an attribute of ritailing mix are jointly contributing significantly to customer satisfaction with the value of significance 0,000, and has the value of the influence of 58.6% of customer satisfaction and the rest is influenced by other variables which are not examined in this study.

Role of social media in retail network operations and marketing to enhance customer satisfaction

PurposeThe technology evolution compels retail networks to introduce unique business models to retain customers and to gain a competitive advantage. Customer reviews available through social media need to be taken into account by retail networks to design a model with unique service operations and marketing approaches that will improve loyalty by adding value to customers. Furthermore, the relationship between customer satisfaction and customer spending behaviour is very weak and needs further investigation. Hence the purpose of this paper is to understand how retail network leverage the potential of social media reviews along with unique service operations to satisfy customers. The study analyses the nexus of: a brand, promotional offers, service operations; and their interaction through social media reviews on customer satisfaction levels.Design/methodology/approachThe authors develop a conceptual model for the social media era. The authors combine the idea of loyalty- and value-based models of Chatterjee (2013). The authors employed a survey questionnaire method to elicit opinions of retail customer satisfaction based on social media reviews, service operations and marketing efforts. The authors derive measures of the model from existing literature and expert opinion.FindingsSocial media reviews dramatically impact upon customer satisfaction. Similarly the empirical analysis identifies the significant and positive role played by service operations in customer satisfaction levels. Interestingly the authors did not find unequivocal support for brand satisfaction impacting on customer satisfaction. However, when promotions interact well with service operations, the level of customer satisfaction is significantly affected. Similarly the authors did not observe a positive outcome when there is an interaction between promotion and social media reviews. After reading the reviews, some potential buyers make a visit to store before making final decisions and surprisingly, promotional effects do not change their mind set.Practical implicationsResearch findings confirm the importance of social media reviews, marketing and interaction between promotion and service operations enabling retail networks to build loyalty and value-based models. Based on customer behaviour, the study suggests a need to consider operational efficiencies when promoting sales; through careful planning, customer satisfaction and profitability levels can be increased. This sends a strong message to the retail network to defend their position within a very competitive business market.Originality/valueThe empirical evidence based on customer experience would be helpful for companies in integrating their operations and marketing efforts enabling them to convert different segment of customers such as “free riders (higher satisfaction and low profitability)” and “vulnerable customers (low satisfaction and higher profitability)” into “star customers (higher satisfaction and high profitability)”. Through a considered approach: combining social media reviews, marketing and operations, businesses will be better-placed to survive in the ultra-competitive social media-influenced era.

Antescedents of Organised Retail Customer Satisfaction: An Empirical Analysis With Special Reference To Spencer's in Guntur District

Antescedents of Organised Retail Customer Satisfaction: An Empirical Analysis With Special Reference To Spencer's in Guntur District

Diagnostic Analysis of Factors Affecting Customer Satisfaction Index in Retail Sector in India

The phenomenal growth in Retail Sector has a great impact on Indian population in rural & urban areas. The Indian retail market, which is the fifth largest retail destination globally, was ranked second after Vietnam as the most attractive emerging market for investment in the retail sector by AT Kearney's seventh annual Global Retail Development Index (GRDI), in 2008. Moreover, in the current competitive scenario when there are multiple players in the market & so many are planning to enter the market, it is not an option, but a necessity to find out the variables, which affect customer satisfaction. The major objectives of the current research paper are:-To find out the factors affecting Customer Satisfaction in Retail Sector in National Capital Region (NCR), with special reference to Pantaloon & Spencer.-To find out the factors affecting the choice & the preferences of Retail Player.-To design Retail Customer Satisfaction Model-RCSI (Modified Model Based on ACSI).-To find out Customer satisfaction Index (CSI) of Pantaloon & Spencer.-To study and compare CSI of Pantaloon & Spencer.For this research paper, a sample from Delhi, NCR region and Western UP has been chosen to explore all the factors regarding preferences of Retail Player in general. The primary data has been analyzed using statistical tools like Factor Analysis, Hypothesis Testing using Chi-Square, Scatter Plotting. American Customer Satisfaction Index (ACSI) Model has been adopted as Research Model, based on which inferences have been drawn.

Customer Satisfaction in the Context of Online Gaming Service

Prior research has devoted considerable attention to consumer hedonic experience and customer satisfaction in retailing and e-commerce settings. However, very little effort has been made to investigate the relationship between hedonic experience and customer satisfaction in the context of information system use. To fill this gap, this study investigates the effect of hedonic experience on game player satisfaction using an adapted technology acceptance model. By doing so, this article addresses the core research question: What drives online game player satisfaction? In support of the model and most of the hypotheses, the empirical results not only identify key antecedents of enjoyment and perceived usefulness, but also confirm the significant role of the two constructs in predicting player satisfaction. This study thus helps both information systems and marketing researchers attain a better understanding of customer satisfaction, expand their baseline knowledge of hedonic experience constructs, and conduct more fruitful and illuminating future research on e-commerce service.

Customer Satisfaction in Retailing of FMCGs in Thiruvananthapuram District

In this current changing business scenario, retail industry has witnessed major revolution and global attention. Retailing is one of the most rapidly growing and promising industries in Indian Economy. Retailing is an important social institution in Kerala because about 30 per cent of what a customer spends goes on products & services that they buy from retailers. In the midst of stiff and fierce competition and increased number of retail outlets providing a variety of FMCG products, customers have become accustomed to patronizing multiple outlets. Traditionally, retailers have relied only on differentiation of products and services to retain their customers and also to satisfy the consumers. However, times have changed, due to fierce competition from new players entering the market, imitation of new features and increase in number of new offers, customers have acquired new choices and they have also become more price sensitive, which has forced marketers to adapt differentiated and customer oriented strategies in order to enable them to stand out in the competition and gain a competitive edge. Retailers have recognized this trend and are of the view that customer satisfaction plays a role in the success of retailing business. Therefore it has become important for FMCG retail stores to try and manage customer satisfaction. Customer satisfaction occurs when the value and customer service provided through a retailing experience meet or exceed consumer expectations. Customer satisfaction is considered very important now a day, it shows how firms are committed to provide quality product or services to their customers that eventually increase customer loyalty. Retail business units are now busy in finding out new and innovative ways to satisfy their customers so that they will stick on the company. The present study is to assess the level of satisfaction of the customers from the various services of retailing of FMCGs in Thiruvananthapuram district.

Determinants of Retail Customer Satisfaction: A Study of Organized Retail Outlets in Bangalore

Retailing consists of the sale of goods from a fixed location, such as a department store or kiosk, in small or individual lots for direct consumption by the purchaser. Some retailing businesses sells a combination of goods and services. Since the last decade, the field of retailing has experienced significant changes. According to study by “India Organized Retail Market 2010”, forecasts that during 2010-12, around 55 million sq ft of retail space will be ready in Mumbai, NCR, Bangalore, Kolkata, Chennai, Hyderabad and Pune. Besides, between 2010 and 2012, the organized retail real estate stock will grow from the existing 41 million sq ft to 95 million sq ft. retail industry in India is expected to rise 25% yearly, being driven by string income growth, changing lifestyles and favorable demographic patterns. Organized retailers, defined here as a store that offers a mix of tangible goods and services, are experiencing a philosophical shift from a profit-centered objective to a customer-centered, relationship-oriented objective. One strategic alternative to differentiate themselves from other retailers of similar product lines is a focus on high level of customer service and customer satisfaction. The objective of marketers has shifted from “maximization of profit” to “maximization of customer satisfaction”. By satisfying customer through high quality service, business firms not only retain their current customers, but also increased their market share. The current study is aimed at explore the components of retail customer satisfaction and also investigate the relationship between each of the retail customer satisfaction components and customers satisfaction level.

Determinants of Retail Customer Satisfaction: A Study of Organised Retail Outlets in Delhi

Determinants of Retail Customer Satisfaction: A Study of Organised Retail Outlets in Delhi

Impact of Service Quality on Apparel Retail Customer Satisfaction-A Study of Select Metropolitan City Hyderabad

The Indian Retail Industry is witnessing a rapid transformation and is the fastest growing sector contributing 10 percent of the country’s GDP. Indian retail market is estimated to grow from $427 billion in 2010 and is expected to reach $637 billion by 2015 (Srivastava 2008). India became the prime destination for the global retailers because of favorable demographics, high disposable income levels, changing life styles and increased customer awareness. Indian apparel retailing is the country’s largest opportunity for the organized retailers after food retailing. The fast pace of the Indian retail industry presents many companies with a host of daily challenges. In today’s competitive environment and with the growing importance of services, delivering high quality services has become the basic retailing strategy. The present paper studies the impact of service quality on apparel retail customer satisfaction and also indentifies the critical factors of service quality from customer’s perspective. The sample consists of 250 respondents from the Metropolitan City Hyderabad which is one of the fastest growing metropolitan cities in India a structured questionnaire RSQS (Retail Service Quality Scale) was administered for data collection. Secondary data was collected from research databases, reports, journal articles etc. SPSS 17.0 was used for statistical analysis. The results will help the Retail service managers to plan and design their service strategies. The study identifies the critical of factors of Apparel Retail Service Quality and evaluates the impact of service quality on Retail Customer Satisfaction. The results helps the retailers to focus on critical areas of service where to improve, where to modify and where to cut down and enables them to take effective service strategies.

The Impact of Service System Design and Flow Experience on Customer Satisfaction in Online Financial Services

Prior research examines customer satisfaction in retailing and e-commerce settings, yet online financial services have received little research attention. To understand customer satisfaction with this fast-growing service, this study investigates the role of flow experience, a sensation that occurs as a result of significant cognitive involvement. The study examines how service system characteristics affect the cognitive states of the flow experience, which determines customer satisfaction. The flow construct and total experience design suggest a structural model that is empirically tested using responses from a large sample of online investors. In support of the model and most of the hypotheses it suggests, the empirical results clarify the important antecedents and consequence of flow experience in online financial services and suggest the viability of using a dual-layer experience construct to investigate customer satisfaction.These findings can help researchers and service providers understand when, where, and how flow experience is formulated in online financial services.

The demand for and the supply of distribution services: A basis for the analysis of customer satisfaction in retailing

This paper brings together two bodies of literature. One of them is a literature on the special role of the consumer in retailing. The other one is the literature on customer satisfaction. This joining of literatures is accomplished by identifying distribution services as outputs of retail firms and fixed inputs into the production functions of consumers and relaxing the standard assumption that the demand for these services is always equal to the supply of these services. The result is a new conceptual framework for the analysis of customer satisfaction in retailing. This framework extends the basic ideas on customer satisfaction developed for manufacturing in a homogeneous single product setting to the heterogeneous multi-