Comparison of Service Quality, Customer Satisfaction and Behavioral intentions across the Various Formats (Supermarket, Hypermarket &amp; Departmental Store) in India

Singh, Ajmer

doi:10.5296/ber.v3i1.3443

Cited by 3 publications

(1 citation statement)

References 4 publications

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“…In some cases, on the other hand, there are some exceptions which will survive and satisfy the customer in every format. For example, according to Singh (2013), stores in different formats can offer different service quality. Personnel in supermarkets can develop better customer relations when compared to hypermarkets and department stores.…”

Section: Exploring Store Image and Customer Satisfaction Relationshipmentioning

confidence: 99%

The Antecedents of Store Image and Customer Satisfaction

Demirgüneş¹

2014

IJRBS

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Definition of store image is argued to be useful if it predicts phenomena such as satisfaction, loyalty, customer retention and other attitudinal and behavioral outcomes. Previous researches show that customers are affected by the store attributes and consider them to assess perceived benefits and attitudes. One of the biggest challenges for companies is to build a positive image. Knowing the alternatives which could be used to form a positive image is an important issue. A positive image which is created in the customer’s mind about store is seen to have a strong and positive influence on satisfaction. A satisfied customer is likely to be loyal to the store. Therefore, image and customer satisfaction gain importance in the stores which aim to survive. This study focuses on store image, customer satisfaction and the relationship between them. The study primarily explains these two concepts, and then provides a literature review on the researches related with them. The study presents researches in which store image and customer satisfaction are separately discussed, thus it also shows other variables which can be influential on these concepts. Implications for both store image theory and practices are discussed. The literature review reveals that store image plays an important role in customer satisfaction. Since most of the studies in literature are based on retail industry, in this study ‘store’ concept mostly refers to ‘retail store’.

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Section: Exploring Store Image and Customer Satisfaction Relationshipmentioning

confidence: 99%

The Antecedents of Store Image and Customer Satisfaction

Demirgüneş¹

2014

IJRBS

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Exploring the Three- Path Mediation Model

Yadav

Kumar

Srivastava

2014

International Journal of Customer Relationship Marketing and Management

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The present study attempts to explore structure of relationships among service quality, customer perceived value, customer satisfaction and behavioral intentions through a comprehensive survey of extant literature. The study investigates the direct and indirect relationship between service quality and behavioral intention and probes into the mediating role of customers' perceived value and customers' satisfaction in the indirect relationship between service quality and behavioral intention. The findings suggest that service quality and behavioral intention relationship is mediated at multiple levels as their relationship passes through the junctions of customer perceived value and customer satisfaction.

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Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing

Singh

2014

Business and Economic Research

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This study is carried out to examine the service quality, customer satisfaction and behavioral intentions aspects across the retail outlets in India. This study is being carried out from three states of India which are Delhi, Haryana (Gurgaon & Faridabad) and Uttar Pradesh (Noida & Ghaziabad) are being selected to carry out this study. In this study a total of 600 customers are being chosen and 200 customers are selected from each state of India. Probability sampling method is chosen for collecting the data. Finally 540 filled in questionnaires are collected from the market. The data analysis is done by descriptive statistics, mean and one-way ANOVA. Finally there is found significant difference among the many aspects of service quality, customer satisfaction and behavioral intentions in retail outlets. For service quality in retail outlets, the scale developed by Dhabolkar, Thorpe and Rentz being used in the study. Various dimensions of customer satisfaction and behavioral intentions are found by reviewing of related literatures. This study makes the implications for the managers in these states to improve upon the service quality, customer satisfaction and behavioral intentions in retail outlets. In this study a response rate of 90% is achieved from the data collected. Finally customers are also allowed to provide their suggestions for further improvements in the aspects of service quality, customer satisfaction as well as behavioral intentions like purchasing decisions, complaining decisions, recommendation behavior etc. This research is important to understand the difference in the various dimensions of service quality as well as customer satisfaction and recommending and purchasing differences across the different localities in a country.

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Comparison of Service Quality, Customer Satisfaction and Behavioral intentions across the Various Formats (Supermarket, Hypermarket & Departmental Store) in India

Cited by 3 publications

References 4 publications

The Antecedents of Store Image and Customer Satisfaction

The Antecedents of Store Image and Customer Satisfaction

Exploring the Three- Path Mediation Model

Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing

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