Customer Satisfaction In Organized Retailing

Customers evaluate customer service by comparing their perceptions of the service delivered with their expectations. Thus, to improve service, retailers need to close the gaps between the service delivered and the customers expectations. This gap may be reduced by knowing what customers expect. Customer satisfaction is a growing concern among businesses, throughout the world particularly in service sectors like retailing,. Today, manufacturing and service companies, large and small, use satisfaction research to determine the critical product and service attributes that provide customer satisfaction. Retailers need to concentrate majorly on various factors of Customer purchasing patterns, Product/Service parameters, Interior atmosphere, Internal/External facilities, Customer support staff, Store brand products. For the study,a sample size of 1200 customers was selected from three retail malls from Hyderabad city,India namely, Hyderabad Central, City Centre, and MPM mall, Sample is drawn from each mall 400 customers were selected with systematic random sampling. To analyze the data various statistical tools like chi-square test, means, factor analysis,etc.,are used.

Autorentext

Dr Suresh Reddy Jakka is an Assistant Professor with Department of Business Management, Mahatma Gandhi University, India. He has an experience of 15 years in academic and corporate teaching. He obtained Ph.D in Management from Osmania University. He has published over 25 articles in international,national journals & Edited books.