Retailer Satisfaction Research Articles

A Study on the Impact of Supplier Performance towards Achieving Retailer Satisfaction

Nowadays, the objective of achieving customer satisfaction has become more and more important in order to maintain organization’s competitive advantage within its industry. This study aims to identify the supplier’s performance focuses on the service quality present provided to retailers. The independent variables for this study include reliability, responsiveness, assurance, empathy, tangible and consistency. This study was conducted among retailers in Taman Connaught, Cheras and the interview questionnaires were distributed to 5 respondents to test the degree of satisfaction in terms of the five components of service quality and consistency. The collected data was analyzed by classified the respondents into respective groups namely “satisfied retailers” and “dissatisfied retailers”. This study provides several constructive recommendations to the suppliers to improve their performance such as create a commitment, track mistakes, invest in training and development and organize quality circles.

A Study on Retailers Satisfaction Related to Various Sales Promotion Schemes Designed by Beverages Companies in Gujarat: With Special Reference to Yogi Foods Pvt Ltd.

Retailer satisfaction is what analyzed by studying various aspects such as factors influencing to promote YOGI FOODS products in market through retailers, sales promotion schemes, measurement of pricing, availability and quality of products etc. For in depth study purpose, review of literature has been taken into the consideration. Some research papers and journals were studied about topic retailer satisfaction. Abstract of those reviews have been mentioned with mentioning reliable sources from where they have been found. Total 14 research papers are analyzed for literature review regarding retailer satisfaction and retailing strategies. Whole research is taken place with the help of questionnaire survey and market data analysis in different areas of Junagadh, and learns about retailers’ satisfaction towards products of YOGI FOODS in Junagadh city. After processing data collection through questionnaire survey, data analysis and data inter operations have been derived by formulating charts and tabular information. Lastly, research process is ended by applying research hypothesis tests i.e. Chi-square test. On the basis of data collection and data analysis, research findings and conclusion have been studied. And on the basis of those findings, suggestions have been derived if any

How Service Quality Results in Customer Satisfaction of Large-Scale Retailers in Malaysia

Due to the large number of global marketers and global brands, retailers face many challenges. With an increase in the number of competitors, customers normally have more preferred retailers from which to choose. Therefore, retail stores are searching for affective methods to satisfy and fulfil the needs and expectations of their customers. Service quality is highly associated with customer behaviour in terms of their satisfaction toward retail stores and their intention to visit and purchase. It is important for retailers to evaluate service quality in relation to customer satisfaction. However, there is lack of empirical research in assessing the retail service quality related to customer satisfaction in Johor Bahru, Malaysia. Therefore, this study aimed to empirically measure service quality and satisfaction of customers from four retail stores (Tesco, AEON/Jusco, Giant and The Store) in Johor Bahru. 200 questionnaires were directly collected from customers in retail stores to test and evaluate the hypothesis. The results of the study confirmed the positive and effective relationship between service quality and customer satisfaction. The findings highlight the importance of service quality in purpose of satisfying the customer’s needs.

Retailer-Led Sugar-Sweetened Beverage Price Increase Reduces Purchases in a Hospital Convenience Store in Melbourne, Australia: A Mixed Methods Evaluation

BackgroundLimited evidence has been gathered on the real-world impact of sugar-sweetened beverage price changes on purchasing behavior over time or in community-retail settings. ObjectiveOur aim was to determine changes in beverage purchases, business outcomes, and customer and retailer satisfaction associated with a retailer-led sugar-sweetened beverage price increase in a convenience store. We hypothesized that purchases of less-healthy beverages would decrease compared to predicted sales. DesignA convergent parallel mixed methods design complemented sales data (122 weeks pre-intervention, 17 weeks during intervention) with stakeholder interviews and customer surveys. Participants/settingElectronic beverage sales data were collected from a convenience store in Melbourne, Australia (August through November 2015). Convenience store staff completed semi-structured interviews (n=4) and adult customers exiting the store completed surveys (n=352). InterventionBeverages were classified using a state government framework. Prices of “red” beverages (eg, nondiet soft drinks, energy drinks) increased by 20%. Prices of “amber” (eg, diet soft drinks, small pure fruit juices) and “green” beverages (eg, water) were unchanged. Main outcome measuresChanges in beverage volume, item sales, and revenue during the intervention were compared with predicted sales. Statistical analysesSales data were analyzed using time series segmented regression while controlling for pre-intervention trends, autocorrelation in sales data, and seasonal fluctuations. ResultsBeverage volume sales of red (−27.6%; 95% CI −32.2 to −23.0) and amber (−26.7%; 95% CI −39.3 to −16.0) decreased, and volume of green beverages increased (+26.9%; 95% CI +14.1 to +39.7) in the 17th intervention week compared with predicted sales. Store manager and staff considered the intervention business-neutral, despite a small reduction in beverage revenue. Fifteen percent of customers noticed the price difference and 61% supported the intervention. ConclusionsA 20% sugar-sweetened beverage price increase was associated with a reduction in their purchases and an increase in purchases of healthier alternatives. Community retail settings present a bottom-up approach to improving consumer beverage choices.

Study of Retailer's Satisfaction towards Distribution Channel of Amul Products in Jammu

The research paper entitled “Study of retailer's satisfaction towards distribution channel of AMUL products in Jammu” has been conducted in Jammu in which the retailers and distributors were selected at different places in Jammu city through convenience sampling. The information from various retail shops and distributors were collected with the help of well structured pre-tested schedule and the data was analyzed by using descriptive statistics, pie charts, per centages. In this study two distribution channels of AMUL products in Jammu were identified viz. (I) Company → C/F → Distributer → Retailer → Consumer and (II) Company → C/F → AMUL retail outlet → Consumer.

The Roles of Business Ethics in Conflict Management in Small Retailer–Supplier Business Relationships

Any ongoing relationship involves conflict. While facing conflict can be a serious matter for small firms with limited resources and capabilities, little is known about conflict management or the role of an ethical foundation, or business ethics, for small businesses. This study examines some influential factors regarding conflict management and the role of business ethics in satisfactory business relationship building in the context of small retailer–supplier relationships. The proposed model identifies (1) the relative importance of business ethics and role performance as antecedents and (2) two dimensions of satisfaction (social and economic) as consequences. The data, collected from small apparel retailers in the United States, clearly demonstrate the powerful role of business ethics. The positive perceptions of small retailers regarding supplier business ethics significantly reduces retailer–supplier conflict and increases retailer–supplier social satisfaction. Supplier role performance does not contribute to a reduction in retailer–supplier conflict as perceived by small retailers, but it does enhance the economic satisfaction of retailers, which further increases their social satisfaction. The functional benefits of conflict provide interesting insight. Providing several meaningful implications, this study demonstrates the unique aspects of conflict management within small retailer–supplier relationships.

Consumers' Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis

This research examines the effects of consumers' perceptions of retailers' deceptive practices on their evaluations of online and offline retailers. Results from two samples of consumers (shopping in online versus offline channels) show the direct and indirect influence of consumers' perceptions of retailers' deceptive practices on consumers' evaluations, including product satisfaction, retailer satisfaction and word-of-mouth. Perceptions of deception influence retailer satisfaction through product satisfaction, and word-of-mouth through retailer satisfaction. These mediated effects are further moderated by the online vs. offline purchase channel. Implications for theory and management are discussed.

Consumers' Perceptions of Online and Offline Retailer Deception: A Moderated Mediation Analysis

This research examines the effects of consumers' perceptions of retailers' deceptive practices on their evaluations of online and offline retailers. Results from two samples of consumers (shopping in online versus offline channels) show the direct and indirect influence of consumers' perceptions of retailers' deceptive practices on consumers' evaluations, including product satisfaction, retailer satisfaction and word-of-mouth. Perceptions of deception influence retailer satisfaction through product satisfaction, and word-of-mouth through retailer satisfaction. These mediated effects are further moderated by the online vs. offline purchase channel. Implications for theory and management are discussed.

You don't always get what you want, and you don't always want what you get: An examination of control-desire for control congruence in transactional relationships.

In this research we develop a framework to examine the drivers of customers' desire for control over the sales relationship, and consequences of fit between perceived and desired control. Data collected in a lagged field study of 144 retailer manager (customer)-salesperson dyads were modeled using hierarchical linear modeling and response surface modeling techniques. Results from our analysis reveal that salesperson expertise drives retailers' desire for control in these relationships. In addition, while incongruence in perceived-desired control was negatively associated with both satisfaction and objective sales, retailer satisfaction was higher when both desired and perceived control were high. Further, as desired and perceived control over the sales relationship both increase, product sales initially decrease, and then increase, exhibiting a "U-shaped" effect. Implications for both theory and practice are discussed. These include adaptive sales training to identify misalignment between desired and perceived control, optimization of cocreation strategies, incorporation of interorganizational relational constructs, exploration of triadic social network configurations, examination of unmet expectations, and the implications of assimilation-contrast theory.

Determinantes do Comprometimento de Consumidores no Contexto do Varejo Virtual

O estudo analisou alguns condicionantes do comprometimento de consumidores com ofertantes de varejo eletrnico. A proposta se justificou na necessidade de estudos acadmicos e de base emprica para melhor compreender o comportamento do consumidor de varejo no contexto de internet, espao que vem crescendo em importncia na demanda e na oferta varejistas. Foi efetuada uma reviso da literatura, que gerou um modelo de hipteses, e este modelo foi testado por meio de um trabalho emprico, com dados de 195 consumidores, e com operacionalizao dos construtos por procedimentos descritivos, de anlise de consistncia psicomtrica e de modelagem de equaes estruturais. Os resultados indicaram que, na verificao do conjunto de construtos, o comprometimento influenciado de forma consistente pela satisfao e pela percepo de valor dos consumidores, no havendo evidncias de influncia da confiana percebida. Adicionalmente, ficou evidenciada a influncia do risco percebido na formao da satisfao e da confiana. O estudo contribui tanto para pesquisas de comportamento do consumidor quanto de gesto de varejo, e pode servir de base para melhorar as decises de gestores, ou para aperfeioar a compreenso dos construtos analisados.

Marketing de Relacionamento: Uma Análise das Relações Business-To-Business em Varejistas Multimarcas do Segmento Surfwear

No atual ambiente de mercado, um bom relacionamento com clientes mostra-se um item essencial a ser trabalhado na manutenção de vantagens competitivas. Especialmente nas relações business-to-business, entre varejistas e seus fornecedores, onde as transações possuem alto valor econômico. O nível de dificuldade em gerenciar este relacionamento aumenta ainda mais em empresas multimarcas, que possuem alta oferta. Sendo assim, o presente artigo objetiva estudar qual o grau de satisfação dos varejistas multimarcas no segmento de vestuário surfwear, quando se trata do relacionamento com seus fornecedores. Foi aplicado questionário em um mailing fechado de empresas do setor, e as respostas foram analisadas para verificar a veracidade das hipóteses levantadas pelos autores, a partir da bibliografia previamente estudada. Itens específicos sobre as ações de marketing de relacionamento obtiveram maior grau de insatisfação, além de apresentadas ligações interessantes entre o grau de satisfação dos lojistas e seu tempo de relacionamento com o fornecedor, o número de lojas que possui e o volume de compras que efetua.

Marketing de Relacionamento: Uma Análise das Relações Business-To-Business em Varejistas Multimarcas do Segmento Surfwear

In the current market environment, a good relationship with clients proves to be an essential item to be worked on maintaining competitive advantages. Especially in relationships business-to-business, between retailers and their suppliers where transactions have high economic value. The level of difficulty in managing this relationship further increases in multi brand companies, which have high offer from suppliers. Therefore, this article aims to study the degree of satisfaction of multi brand retailers in surfwear apparel segment when it comes to the relationship with their suppliers. The survey was applied to a closed mailing of companies in the sector, and the responses were analyzed to verify the accuracy of the hypotheses raised by the authors, from the previously studied literature. Specific items on the actions of relationship marketing have had higher degree of dissatisfaction, and presented interesting links between the degree of satisfaction of retailers and the years of relationship with the supplier, the number of stores and the volume of purchases effected.

Redefining Retailer's Satisfaction Index: A Case of FMCG Market in India

Globalisation and maximum profit fetching attitude, drive many companies to nourish their retailers/distributors. Retailers/Distributors satisfaction is the buzzword of late 1990s, keeping in mind the importance of service as a major marketing tool, the decisions resulting retailers/distributors enjoying a healthy share in any company's strategic decisions. Such decisions retrieve further importance because of non-predictability and uncertainty in working environment. In this paper researchers propose a model based on American Customer Satisfaction Index, ACSI, to evaluate the satisfaction level of Retailers/Distributors. Data has been collected from 3 Distributors and 180 Retailers working with Nestle India Limited. One of the most important concepts of marketing is satisfaction and for the past few decades has been attracting interests for retailers as well.The model proposed for Nestle Retailer Satisfaction Index viewed as a cause and model based on process, retailer service and information and measured by multiple dimensions. This study utilizes the data for 180 retailers only which makes it difficult to generalize the results on the bigger level. Therefore, researchers are encouraged to cover more retailers’ further.Retailers need to be well informed about various products/services and they should be guided well in advance about the new launches so that they can pass out this information to customers. Retailer satisfaction index highlights certain areas for managers to work upon. Managerial implications in implementing activities and certain schemes like sales promotion, gifts, exchange offers may provide good future prospects.

Enhancing Consumers’ Satisfaction and Loyalty of Retailers in Romania through Store Ambiance and Communication

Building and, more particularly, cementing a strong relationship between consumers and retail format is a major goal that any retail chain attempts to achieve through its marketing strategy. By resorting to various procedures and tools, the management of any retail brand seeks to develop in the consumer's mind a unique, different, attractive and particularly strong image of its own chain of stores. In addition to the supply of own items and brands, the location of store and the decision on the price levels, communication and store atmosphere fully contribute to shaping the customer's preference, contentment, satisfaction and, in the end, loyalty toward the store.The empirical research conducted on a sample of about 2000 people highlights, by comparison, the effect of communication and store atmosphere on building consumers’ satisfaction with, and loyalty toward, various food and non-food retail formats. Based on the survey methodology and using the face-to-face questionnaire administration, the research reveals major differences in building loyalty. Concepts are carefully operationalized and analyzed with the aid of structural equation modeling. Finally, significant scientific results and a number of managerial implications are revealed.

A study on knowledge structure and cognitive mapping of marketing using social network analysis

This research has been undertaken to identify the knowledge structure of the marketing field from 1991 to 2010. For this, 282 keywords extracted from 11,548 papers in international journals related to the marketing field were analyzed with co-word analysis and social network analysis.To investigate the knowledge structure, the following steps were carried out. The first step was to identify the frequency of keywords over a 20-year period (1991–2010). Keywords that consistently represented the marketing field were identified as trust, pricing, consumer behavior, advertising, retailing, market orientation, and customer satisfaction. Keywords from 2000 onward were categorized to represent established research areas. New research topics such as internet, e-commerce, relationship marketing, customer relationship management, b2b, sales management, and corporate social responsibility emerged.The second step investigated sub-research areas in marketing using co-word matrix. As a result, eight cohesive subgroups were identified through community analysis. Each of the groups consisted of keywords related to the group name – Group 1: service performance and recovery, Group 2: brand management, Group 3: marketing modeling and choice model, Group 4: new product diffusion and forecasting, Group 5: distribution channels and pricing, Group 6: customer relationship management and internet marketing, Group 7: channel management, and Group 8: strategic orientation.The third step provided a cognitive map to reflect research development trends in each subgroup research area. Following that map, Groups 3, 4, and 5 were connected to other research areas. Group 6 and 7 were unconstructed areas for which further research is required.In the last step, social network analysis was performed to identify the core keywords using centrality analysis. Keywords with a high degree of centrality – i.e., highly correlated betweenness centrality – over the entire 20-year period were marketing strategy, consumer behavior, and trust.Through identifying the trends in the marketing field and confirmed sub-study areas, and revealing core keywords, the results of this study provide valuable insights into understanding the knowledge structure of the marketing field. In addition, this study suggests further research directions for marketing researchers.

Modelling the relationships among retail atmospherics, service quality, satisfaction and customer behavioural intentions in an emerging economy context

The aim of the study is to investigate the relationships among atmospherics, service quality, customer satisfaction and their impact on behavioural intentions in a retail setting in an emerging economy. Based on a comprehensive literature review, an integrative framework including the relationships among the determinants of customers' behavioural intentions has been proposed and examined on a sample of grocery retail customers in Serbia. Structural equation modelling, with maximum likelihood as the method of parameter estimation, has been applied to test hypothesised relationships. The results of the study point to the indirect relatedness of service quality to customers' behavioural intentions, mediated via satisfaction. Although the dimensions of atmospherics do not impact behavioural intentions directly, perceptions of atmospherics significantly shape customers' evaluation of service quality. Implications of the study have been discussed and limitations and suggestions for future research have been highlighted.

Effect of suppliers’ logistics and promotional activities on retailer satisfaction and commitment

Logistical and promotional activities are two key instruments manufacturers can use to increase the satisfaction and commitment of independent retailers. Studies on the subject largely focus solely...

The benefits of manufacturer brands to retailers

PurposeThe purpose of this paper is to investigate how manufacturers' brands benefit retailers and how these benefits affect retailer evaluations of the brand.Design/methodology/approachThe researchers develop a conceptual framework, from a literature review and qualitative interviews, which outlines the benefits of manufacturers' brands for retailers. A series of hypotheses tests the effects of these brand benefits on retailer brand attitudes. Data are collected using a survey of supermarket category buyers and analysed with structural equation modelling in order to validate this framework.FindingsManufacturers' brands deliver four benefits to retailers: financial, manufacturer support, meeting customers' expectations and brand equity. Financial benefits and customer expectations have a stronger effect on retailer satisfaction with the brand compared to manufacturer support and brand equity. Retailer satisfaction with the brand is an antecedent to the retailer assessment of brand performance as well as trust and commitment of the brand. An alternative model shows that brand equity influences retailer commitment to the brand and that financial benefits affect retailer performance assessment of the brand.Practical implicationsManufacturers should think of their brands as channel resources when dealing with retail buyers, and need to consider how to best utilise these four brand benefits to encourage channel support.Originality/valueThis study proposes a conceptual model and measures the influence of manufacturer brand benefits on longer term retailer attitudes towards the brand, which research has not previously addressed.

Store Loyalty, Retail Satisfaction and Competitive Resistance towards Purchase Intention

This paper explores the factors that influence the consumers' intentions towards purchasing behaviour. Specifically, the objective of this study is to determine the relationships between retail satisfaction, loyalty to the store and competitive resistance toward purchase intention among the staff of a university in the North of Malaysia. All variables were measured from developed instrument using 7-point interval scale. The exogenous variable are retail satisfactions (8 items), loyalty to the store (9 items) while endogenous variables are competitive resistance (2 items) and purchase intention (2 items). A total of 103 staffs, based on random sampling method selected from various age, gender, education and income, participated in this study. The instrument is validated using exploratory factor analysis (EFA) resulting in three similar components as the exogenous. The data was then analysed using Structural Equation Modeling (SEM). The result shows that the goodness of fit indices of structural equation model are achieved at GFI=0.915, P-value=0.087, RMSEA=0.057 and ratio (cmin/df) =1.316. The finding supports one significant direct effect in the revised model, thus supporting the hypothesis regarding store loyalty is positively related to purchase intention (β=0.961, CR=3.578, p<0.001). The structural model explains 80.7 per cent variance in purchase intention. The result is discussed in the perspective of consumers' loyalty towards purchase intention.

The effects of manufacturer brand performance, brand strength and role performance on retailer satisfaction

This study examines how brand performance, brand strength and role performance affect retailer satisfaction, specifically economic and non-economic satisfaction. The research model was proposed and empirically tested using data collected from retailers that their in-store area is bigger than 100 m2 in Turkey. Results reveal that brand performance and meeting consumer needs as a dimension of brand strength influences retailer satisfaction both economically and non economically. However, other dimensions of brand strength and innovation of manufacturer brand did not have a significant influence on satisfaction. Also, specific relationships between role performance of manufacturer and satisfaction of retailer are discussed. Key words: Brand performance, brand strength, role performance, satisfaction, retailer.