Organized Retail Stores Research Articles

Demographic Characteristics: Predictors of Theconsumers Buying Behaviour in Organized Retail Stores

Demographic Characteristics: Predictors of Theconsumers Buying Behaviour in Organized Retail Stores

Influence of customer contact employees (CCEs) competencies on their service recovery performance: a moderated-mediation approach

Purpose This study aims to explore the influence of customer contact employees (CCEs) competencies (social, emotional and professional) on their service recovery performance (SRP) with mediation effect of internal marketing and moderation effect of industry/sector. Design/methodology/approach This study used survey-based dyads of 210 CCEs and their managers/supervisors in three service sectors (hotel and hospitality, automobile service centers and organized retail stores). Repeated-measures analysis of variance, confirmatory factor analysis and PROCESS macro of Hayes (2013) was used to assess reliability, validity and to test mediation, moderation and moderated-mediation. Findings CCEs competencies influenced SRP. The relationship between CCEs competencies and SRP was mediated by internal marketing. The industry/sector was found to be a significant moderator between the internal marketing and SRP. Additionally, a significant moderated-mediation effect was found between CCEs competencies and SRP. Research limitations/implications Longitudinal studies could be particularly helpful to evaluate the impact of internal marketing on SRP. The future researcher may benefit from replicating and extending the model in different industries or can study other factors as mediators or moderators for further contribution to the SRP literature. Practical implications Firms striving for consumer retention and aiming to extend their consumer life cycle can greatly benefit from the results of this study to provide effective SRP. The study also suggests that policymakers and management should adopt properly designed and well-articulated human resource management practices for excellence in SRP in their organizations. Originality/value To the best of the authors' knowledge, there is no study in the past which has addressed employee and organizational factors with the dyadic sample. In addition, it has used a moderated-mediation model in the context of SRP and also contributes to the extant literature by researching in a non-Western setting like India.

A study on impulse buying behaviour among consumers in organized retail stores in Varanasi district

A study on impulse buying behaviour among consumers in organized retail stores in Varanasi district

A Comparative Study of Customer Perceptions: Organized Stores versus Kirana Stores in the Retail Landscape

This research aims to conduct a comprehensive comparative analysis of customer perceptions towards organized retail stores and traditional kirana stores. As the retail landscape undergoes transformation, understanding the factors that shape customer preferences and perceptions is crucial for both types of stores to effectively cater to consumer needs. Using a mixed-methods approach, this study combines qualitative insights gathered through interviews and focus group discussions with quantitative surveys to analyze and compare customer perceptions. Qualitative data will provide an in-depth understanding of the factors influencing customer opinions, while quantitative analysis will identify trends, preferences, and correlations among various aspects of organized and kirana stores. The research aims to uncover key determinants influencing customer choices, including the impact of the shopping experience, product availability, pricing strategies, convenience, and overall retail environment. Additionally, it seeks to identify areas for improvement and innovation within both types of stores by evaluating factors contributing to customer satisfaction and loyalty. The findings from this research are expected to offer valuable insights for retailers, policymakers, and industry analysts. By understanding the nuanced preferences of consumers in both organized and kirana retail settings, retailers can tailor their strategies to better meet customer expectations, fostering a competitive and adaptive retail environment. This study contributes to the broader understanding of consumer behavior in the evolving retail sector, providing a foundation for further research and strategic decision-making in the industry.

Consumer Preference towards Organised Retail Stores

This research article explores the rise and impact of organized retail stores in the modern market. Organized retail, characterized by standardized operations, large-scale management, and diverse product offerings, has revolutionized the shopping experience for consumers.The article highlights the various formats of organized retail stores, including supermarkets, department stores, and specialty stores. These stores offer convenience, a wide range of products, and professional sales techniques, attracting customers through strategic marketing and promotions.However, organized retail also faces challenges like intense competition, evolving consumer behavior, and high operational costs. To thrive, these stores must adapt by providing personalized services, incorporating new technologies, and offering unique products.Furthermore, the article examines the impact of organized retail on the broader economy. It creates job opportunities, generates tax revenue, and fosters economic growth. However, concerns regarding the impact on traditional small businesses and local communities require consideration.In conclusion, organized retail stores offer a multitude of benefits for consumers, businesses, and the economy. By acknowledging the challenges and fostering a balanced approach, this sector can ensure its continued success while minimizing potential drawbacks.

Has the Consumer Perception Changed? An Overview of Consumer Behavior towards Organized Retail Sectors in Kolkata, India

The research paper focuses on the change of consumers’ perception towards purchasing different commodities in the organized retail outlets of Kolkata. The study revealed that the behaviour of a consumer towards a particular outlet mainly depends upon factors like product availability, spending pattern, sales man services, store layout etc. The research shows that currently a large section of consumers is attracted towards the organised retail outlets because of wide range of services like variety of payment options provided by the store, visibility of the billing counter, wide range of brands availability, quality of the products, and better service at the store have majorly attributed to preference of organized retail store over the unorganized outlets. Also, parameters like visibility of display of MRP, discount offers, quality of service at the organized store, trolley service facilities etc. are some of the reasons of inclination of consumers towards organized retail stores as compared to traditional retail formats. The study has found mostly the younger generation consumers are tending to have a tendency towards making new experiences mainly for groceries and have an urge to make spontaneous purchases compared to older generation of consumers. Apart from the positive aspects, the study also observed a bunch of constraints that restricts a consumer from going to an organized retail store which are the factors like lower budget, inability of the lower income group of people due to financial constraints, lack of advertisements, unavailability of low-priced products, most of the necessary products being easily available in the traditional markets, illiteracy etc. are some of the major constraints found in the study which have contributed to 19.48% of variance and has been further renamed as consumers perception by using the Principle Component Analysis (PCA) method.

A STUDY ON CONSUMER BEHAVIOUR TOWARDS ORGANIZED RETAIL STORES IN BHOPAL CITY

Today, Indias retail industry is on a constant growth path. In India, the retail marketplaces are still growing despite everyones expectations. As India is the worlds 5th most preferred shopping destination, increased participation of international and domestic players will lead to intense customer competition. In terms of shopping malls, the retail space is expanding at a rapid pace in Bhopal. Shopping malls and retailers at shopping malls need to be able to attract a larger number of customers to share growth strategies. This study will contribute to examining consumer behaviour concerning the presence of organized retailers in Bhopal. The main aim of the research is be find out the factors that can help organized retail stores to design a better retail mix strategy for attracting more customers and ensuring their long-term survival. To attain the goals of this study, the researcher has collected Secondary data and reviewed suitable literature. The study conducted in Bhopal city reveals that retail store location and discounts & offers are the most important criteria proffered by consumers to choose the outlet. Consumers are also attracted to buy from an organized retail outlet by a wide range of product characteristics, atmosphere, quick payment process, customer service, parking facilities, and a systematic display. KEYWORDS: Organized Retail, Consumer Behaviour, Buying Behaviour, Purchase Behaviour, Retailing.

Examining Psychological Moderators on Factors Affecting Consumers’ Impulse Buying in Organised Retail Stores

This research study focuses on examining the role of in-store elements for impelling consumers’ impulse buying in organised retail stores with the presence of consumers’ psychological moderators. The conceptual framework is developed by exploring the theoretical foundations for impulse buying behaviour. For testing the proposed hypotheses, confirmatory factor analysis–structural equation modelling is utilised. This study explains that each predicting factor positively influences consumers’ impulse buying in organised retail stores. This study is a valuable step to analyse consumers’ impulse buying behaviour in organised retail stores through in-store dimensions and consumers’ psychological moderators.

Factors Influencing Customer Preference towards Organised Food Retailing

In India the scope of organized food retailing has increased in the last few years, offering ample amount of opportunities to Indian business. Due to large consumer base, India provides an opportunity for their retailers all over the world to sell their products in India. In any business, change is the only permanent thing. Consumers prefer modern retail stores over the conventional and traditional stores. This has resulted in a major change in consumer behaviour. After considering the important changes in the consumer scenario in India, especially with regard to the present changing pattern in organized retail stores, the researcher has decided to study on consumer behaviour in organized retail industry with reference to organized food retail. This study has been focused on the Bangalore region which is a fast growing industrial belt in South India. It provides a guideline for further research in the area of organized retailing. This study gets importance because in this study, the consumer awareness, factors influencing consumer behaviour, marketing strategies, promotional mix, benefits and problems faced by the consumers and opportunities for the departmental stores in this area have been studied. This research is also getting importance because it aims to identify the consumer response and decision making behaviour in organized food retail. It also shows the future scenario of organized retailing keeping in view of current perspective.

Bayesian Analysis for Estimation of Mediation Model in Identifying Major Impact and Bond Linkage among Customer Satisfaction, Loyalty and Behaviour Patronage Intention among Organized Retail Stores

In the world of global competitiveness, the retailers had to focus more specifically on to their marketing strategies in order to achieve greater satisfaction among their customers which in turn leads to customer loyalty. Here the researcher main objective is to find out the bond linkage and relationship between satisfaction and loyalty factors through their behavioural outcomes. Also for this research study the researcher had choosen and selected More Stores (Supermarkets) in Chennai City in the organized stores retail segment to carry out his extensive research and also he had done a descriptive research style by adopting an Probability Sampling Method and collected samples from 300 respondents. Finally researcher on going through analysis using SPSS and AMOS Software’s, it clearly reveals the close relationship and bond linkage among customer satisfaction, Loyalty and the success of these two can be revealed their positive behavioural outcomes towards the organized retail stores.

Predicting complaint voicing or exit amidst Indian consumers: a CHAID analysis

PurposeThe current study aims to predict consumer complaint status (complainers or non-complainers) based on socio-demographic and psychographic factors and further to discern the differences in behavior disposition of consumer groups concerning determinants of consumer's tendency to exit (TE).Design/methodology/approachThe research used survey-based data of 600 Indian consumers of three service sectors (hotel and hospitality, automobile service centers and organized retail stores). Chi-square automatic interaction detector (CHAID) decision tree analysis was used to profile consumers.FindingsThe results indicated that occupation; income; education; industry and attitude toward complaining were significant factors in profiling consumers as complainers or non-complainers. Further, determinants of TE (discouraging subjective norms, perceived likelihood of successful complaint, lower perceived switching cost, poor employee response, negative past experience and ease of complaint process) vary significantly across the groups of complainers and non-complainers.Research limitations/implicationsThe research questions in this study were tested with three service sectors consumers in India, so due care should be exercised in generalizing these findings to other sectors and countries. Study replication across other service sectors and countries is recommended to improve the generalizability of these findings with wider socio-demographic samples.Practical implicationsFirms striving for consumer retention and aim to extend their consumer life cycle can greatly benefit from the results of this study to understand the customer complaint behavior (CCB) specific to non-complaining (exit) behavior. The future researcher may benefit from replicating and extending the model in different industries for further contribution to the CCB literature.Originality/valueTo the best of the author's knowledge, there is no evidence of consumer segmentation based on their complaining behavior or socio-demographic and psychographic factors by employing CHAID decision tree analysis. In addition to illustrating the use of data mining techniques such as CHAID in the field of CCB, it also contributes to the extant literature by researching in a non-Western setting like India.

Measurement of Consumer's Perception of Service Quality in Organized Retail Using Servqual Instrument

Retail sector is one of the fastest growing sectors in the world today. India is seeing a growth of about 15-25 percent per annum in its retail business. The government is also looking forward to open up foreign direct investment in the Indian retail industry. The paradigm shift in Indian retail industry can be accounted to many factors; the growth of Indian economy, the change in consumer's attitude, the increase in per capita income and overall household income, and the influence of western culture, being a few of them. These factors have led to a major change in the buying habits and purchasing behavior of the Indian consumers and thus the retail industry has become one of the key industries to look forward to in the coming years. Many corporates are looking forward to enter the organized retail segment, seeing the enormous growth potential there. But despite the big players entering the retail sector, and the boom in retail industry, organized retailing in India can be still said to be in a very nascent state. People still do not find it very convenient to go to a mall to shop for their daily needs and the local general store or kirana shop is preferred for daily shopping. This paper tries to analyze the service quality gap between the expected and delivered service of the organized retail stores in Lucknow. The aim of this paper is to find out whether the organized retail stores are actually performing according to customers expectations or are there any gaps between the expected and perceived service quality. This assessment of difference between expected and perceived service quality would be done with the help of the SER VQUAL instrument.

Consumer responses towards essential purchases during COVID-19 pan-India lockdown

Humanity experienced one of the worst crises in recent history due to the COVID-19 pandemic. The spread of the disease and the lockdown announced by the government of India created an emergency, disrupting the supply of essential commodities and creating panic and anxiety among the people. This paper aims at capturing the behavior of consumers purchasing essential commodities before and during the lockdown using an online questionnaire. Responses from 730 households covering 20 states in India were used. The data analysis revealed that consumers made a lesser number of trips during lockdown but purchased excess commodities considering the future uncertainties. The local family grocery stores, called kirana shops served well during the pandemic. During the lockdown, consumers made shorter trips by vehicles and walked extensively. Income was found to influence purchase behavior. The disruptions at the organized retail stores for in-store as well as online purchases were identified using factor analysis. Out of the three factors identified each for in-store and online purchases, perceived risk and vendor distrust had major influence respectively. The findings of this study give pointers to many infrastructure and policy initiatives that target tackling such emergencies in the future.

Impact of Green Products on Consumer Purchase Decision in Coimbatore City of Tamil Nadu

Aim: The purpose of the study is to find the awareness of consumers towards green products, factors influencing them to purchase the green products and the problems faced by consumers while purchasing the green products in Coimbatore city
 Design of the Study: The study is empirical in nature as the study aims to find out the Impact of green products on consumer purchase decision in Coimbatore city. The study is carried out with a survey through a well structured interview schedule. Collection of data for the purpose of the research study is in the form of primary data as the study being empirical in nature.
 Methodology: The sampling technique involved is purposive sampling. The study is limited only in Coimbatore city. The data were collected from the customer who were aware about the green products. The survey conducted in customers of organised retail stores. In this study, total samples is 100.Tools used for analysis were percentage analysis, factor analysis and Garett’s Ranking Technique.
 Findings: Consumer Awareness towards green products was high and it indicated that they were having high environmental concern. Most of the sample respondents were college graduates and they have good knowledge about the green products. Consumer attitude towards purchase of green product was high. Consumer purchase decision of green products was highly based on the Quality and Promotion (Advertisement). High cost is the major problem faced by the sample respondents while purchasing of green products.

A STUDY ON CUSTOMER ATTITUDE AND SATISFACTION TOWARDS ORGANISED RETAIL STORES – WITH SPECIAL REFERENCE TO THE CHENNAI CITY

Customers’ taste and preference are changing speedily day by day. Now the customer wants the best in quality products at reasonable price. Customers’ demographic profile plays a significant role in their buying decision. Hence, consumer regarded as ruler of retailing sector and there is a need to identify the consumer perception towards organized retail store. This study made an attempt to find the various factors that affect the customer perception towards organized retail stores in Chennai City. The data was collected with the help of structured questionnaire and the sample constituted of 142 respondents from Chennai City. Results of this study showed that most of the customers were highly satisfied with the Quality of products, Quantity of the products, Cleanliness of retail stores, Layout design of the store, Ease of shopping, Visual Display of products and Number of staff available in retail stores. Although, customers were bit unhappy with the price bargaining, sufficient number of payment counters, Availability of national brands and time of waiting queue. It was suggested that quality products, products variety, location, special products, hygienic environment, hassle free shopping, competitive price, service and layout of the stores are the important factors for improve customer satisfaction, customer retention and positive word of mouth.

Customers Buying Behaviour towards Organised Retail Stores in Thoothukudi City

Retailing is a development of communicating the end customers complete the average of goods and facilities taking aids of the several channel of supply for the generation of revenue and consequently occupies a main place in the field of business. The nations that consume liked the extreme financial and common development consume remained persons with a secure retail sector. Sellers achieve detailed events, such as anticipating buyers’ requirements, emerging collections of goods, obtaining marketplace material, and financing. Organized sellers are individuals who are approved for exchange actions and listed to pay duties to the administration. The present study is to identify Customer’s Buying Behaviour Towards Organised Retail Stores in Thoothukudi City.

Adequate Access to Retail Stores for Purchase Behaviour through Sustainable Attractiveness and Purchase Intention

With the world's increased urbanization, the exchange process's view is fetching more efficiency in the shopping process. This trend is changing customer's intentions towards the retail stores. This article examines how the perception of access reshapes the customer's purchase decision in developing countries and how the retail stores' sustainable attractiveness intervenes in the purchase decision making. The point of sale convenience sampling technique is used with data from 669 urban retail customers' in the current study. The results have revealed that purchase intention and sustainable attractiveness of the retail store sequentially intervene relationship between the customer's access to the retail store and the purchase behaviour. Moreover, this study has also explored the vital link between purchase intention and purchase behaviour in Pakistan's urban organized retail stores. This study provides new insights for retailers and urban planners to manage the store's location for more efficient exchange and increase customer patronage.

Factors Influencing Consumers’ Purchasing Behaviour on Exotic Vegetables in Coimbatore City

Scope of the Study: The purpose of this paper is to understand factors influencing consumer behavior in purchasing exotic vegetables in Coimbatore city.
 Design/Methodology/Approach: A total of 125 respondents were personally surveyed with a well-constructed and pre-screened interview schedule. The sample constitutes both the female and male consumers those purchase exotic vegetables in markets and as well as organized retail stores like Reliance Fresh, SPAR, Nilgiris, Pazhamuthir Nilaiyam. These respondents are spread across the well-developed Coimbatore city. Simple statistical analyses such as descriptive analysis, factor analysis, and analysis of variance to assess the factor influencing consumers’ purchasing of exotic vegetables were carried out.
 Findings: Findings of the study indicate that the exotic vegetable purchase decision was majorly done by female consumers. The people of the age group of 21-30 years were highly interested in purchasing exotic vegetables. A higher level of education and higher income groups prefer exotic vegetables in their food habit. The result of the factor analysis of various attributes of exotic vegetables indicated that 66.65% accounting for four factors that include value aspect, health-oriented, lifestyle & external information, and quality prospects of vegetables.
 Research Limitations: It is limited to the data collected through the framed and closed-ended questionnaire. The study being a primary one, the accuracy and reliability of data depend upon the information provided by the respondents. The respondent’s views and opinions may hold good for the time being and may vary in future
 Practical Implication: The result of the respondents based on various socio-demographic profiles and product factors will help the farmers/retailers to understand the needs of consumers in the emerging market of exotic vegetables in a better way.
 Originality/Value: The study topic is relatively less researched in terms of consumer perspectives and also it has a wide scope among consumers. It has emerging market growth, especially where organized retail stores and its still early stage.

Will Mobile Application Technology Help Retail Merchandising ? Breakthrough Innovation by FMCG Companies

For the retail business to run successfully and to improve sales, the critical component is to display its products and services in a visually appealing manner. Retail merchandising assists the retailers to attract shoppers and influence their purchase. Often, the merchandising updates are not escalated up the hierarchy ladder as they are much dynamic and spontaneous in nature. Top manufacturing FMCG companies like HUL, ITC, etc. took up this challenge of modern trade merchandising by maintaining manpower in organized retail stores to tap the cutting edge of competitive advantage. The key challenges of these merchandisers include – maintaining overall shelf health, frequency and consistency of restocking, tracking the competition actions in the store, eliminating the conflicting signages, remove broken displays, and display compliances. These FMCG companies have adopted a breakthrough innovation of mobile applications to overcome these challenges. This study is novel and investigated the sales performance improvement through mobile application technology. The research was conducted in two parts. Part 1 included structural interviews (one-on-one) with retail store managers and FMCG sales representatives. The results disclosed eight major attributes as store trend, competition update, personnel management, stock availability, demand creation, in-store visibility, new products launch and promo packs, and share of shelf to improve sales performance. Part 2 examined the significance of these eight factors through quantitative study by considering FMCG merchandisers as respondents. The study identified that competition update, stock availability, personnel management, in-store visibility, and share of shelf were significant factors that impacted sales performance in retail merchandising by utilizing mobile technology applications.

Scent Marketing – Harnessing the Power of Scents in stimulating senses of Organized Retail Consumers and Employees

‘Scent’ has a tremendous influence on the way people shop and relate to brands. Branding has always been about establishing emotional ties between the brand and the customer. By influencing the senses, brands can establish a stronger and longer lasting emotional connection with the customer and finally be memorable. While research doesn't clearly point to pleasant smells boosting sales, stores are embracing scent marketing as a way to create exciting store ambience. The present study is an attempt to examine the impact of ambient Scent on the customers’ and employees’ of organized retail stores.