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Analysis of Customer Perception, Expectation and the Service Gap: with respect to a Retail Outlet in Coimbatore City - Couverture souple

Andukuri, Raj Shravanthi; N., Ajjan

 
9783659526732: Analysis of Customer Perception, Expectation and the Service Gap: with respect to a Retail Outlet in Coimbatore City
Couverture souple
ISBN 10 : 3659526738 ISBN 13 : 9783659526732
Editeur : LAP LAMBERT Academic Publishing, 2014

Synopsis

The specific objectives of the study are to analyze customer’s perception, expectations, and their gap and suggest appropriate measures to improve the retail service quality at Spencer’s hypermarket. The primary data was collected using structured questionnaire through personal interview method during February and March 2012 and were analyzed using percentage analysis, Garret ranking, factor analysis and gap analysis. General profile of the respondents revealed that majority of Spencer’s customers were young aged, belonged to a medium sized family, well educated and mostly worked in private sector with an average monthly income of Rs. 20,001-30,000. The store activities reached consumers mostly through newspaper ads.78 percent of respondents preferred Spencer’s among other supermarkets and live bakery was mostly preferred Spencer’s category. Gap analysis of RSQS showed physical aspects and reliability were satisfactory dimensions while policy dimension was below satisfaction level. Therefore the retail store needs to make improvements in all dimensions in order to close the gaps that could lead to increasing customer satisfaction and gaining more loyal customers to the store.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

The specific objectives of the study are to analyze customer’s perception, expectations, and their gap and suggest appropriate measures to improve the retail service quality at Spencer’s hypermarket. The primary data was collected using structured questionnaire through personal interview method during February and March 2012 and were analyzed using percentage analysis, Garret ranking, factor analysis and gap analysis. General profile of the respondents revealed that majority of Spencer’s customers were young aged, belonged to a medium sized family, well educated and mostly worked in private sector with an average monthly income of Rs. 20,001-30,000. The store activities reached consumers mostly through newspaper ads.78 percent of respondents preferred Spencer’s among other supermarkets and live bakery was mostly preferred Spencer’s category. Gap analysis of RSQS showed physical aspects and reliability were satisfactory dimensions while policy dimension was below satisfaction level. Therefore the retail store needs to make improvements in all dimensions in order to close the gaps that could lead to increasing customer satisfaction and gaining more loyal customers to the store.

Biographie de l'auteur

Andukuri Raj Shravanthi is a Ph.D. Research Scholar in Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore, Tamil Nadu, India. She was graduated in B.Sc Agriculture from Agricultural College, Bapatla, Andhra Pradesh, India and Post-Graduated in MBA from Tamil Nadu Agricultural University.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2014
Langue
anglais
ISBN 10 
3659526738
ISBN 13 
9783659526732
Reliure
Broché
Nombre de pages
100
Coordonnées du fabricant
non disponible
Personne responsable
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