Customer Satisfaction In Organized Retailing: A Practical Book To Know Customer Satisfaction Factors In The Retail Sector

Jakka, Suresh Reddy; Jakka, Suresh Reddy

ISBN 10: 3659145009 / ISBN 13: 9783659145001

Edité par Lap Lambert Academic Publishing, 2013

396 pages. 8.66x5.91x0.90 inches. In Stock. N° de réf. du vendeur 3659145009

Synopsis :

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.

Présentation de l'éditeur: 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.

Détails bibliographiques

Titre : Customer Satisfaction In Organized Retailing...
Éditeur : Lap Lambert Academic Publishing
Date d'édition : 2013
Reliure : Paperback
Etat : Brand New