stores to try and manage customer satisfaction. This paper was thus developed to investigate the satisfaction levels of customers in supermarkets. Data was collected from three supermarkets in Visby, Gotland. The study examined the importance of overall dimensions and specific elements of customer satisfaction towards the Oct 02, · Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds. The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty Cited by: 17 Satisfaction Index) to study customer satisfaction at the company, industry and macroeconomic levels. This paper focuses only on customer satisfaction studies that are related to retailing and does not survey the literature that studies the design of satisfaction survey instruments, as there is no control over survey design. The basic
Assessing customer satisfaction and loyalty in the retail sector | Emerald Insight
The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Although the results of the studies reported in the literature are often contradictory, the existence of a relationship between satisfaction and loyalty is acknowledged, despite the influence of moderators and constraints of various kinds.
The purpose of this paper is to discuss this relationship in the specific context of the retail sector, since this sector presents major challenges in terms of competition, and efforts placed on customer satisfaction and loyalty are more evident. A survey based research paper on customer satisfaction in retail sector the European Customer Satisfaction Index ECSI model was applied to a retail store in Portugal.
The proposed model is based on a set of causal relationships established between a set of constructs. The ultimate goal is to calculate both satisfaction and loyalty indexes as well as to estimate the relationship between both constructs.
Structural equation modelling, based on a partial least squares PLS estimation methodology, is the statistical technique used to estimate the model parameters, as well as to compare the aggregated indexes.
PLS is based on the principles of linear regression and combines multiple regression aspects with factor analysis, in order to estimate a series of interrelated relationships. The study also shows the importance of the image construct, due to its strong direct effects on satisfaction, which makes it essential for influencing the loyalty index, both directly and indirectly. The impact of the image construct is also evident on the expectations, as the latter has shown a considerable direct effect on perceived quality.
The study is based on a single case study of a Portuguese sports retail store. In future it would be interesting to study a representative sample of the whole retail sector. The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty.
It is also useful for the entire network of stores for that retailer and other retail chains. The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service and, ultimately, contribute to development and economic growth, research paper on customer satisfaction in retail sector.
The ECSI has been applied to various industry sectors in different countries, including Portugal. It has never been used in the context of the Portuguese retail sector and it adds to the discussion on the relationship between satisfaction and loyalty, which is a pertinent topic of interest for researchers in quality management.
Rosa and C. Biscaia, A. and Sarrico, C. Copyright ©Emerald Publishing Limited. Report bugs here. Please share your general feedback. You can join in the discussion by joining the community or logging in here.
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If you think you should have access to this content, click to contact our support team. Contact us. Please note research paper on customer satisfaction in retail sector do not have access to teaching notes Other access options You may be able to access teaching notes by logging in via Shibboleth, OpenAthens or with your Emerald account. Abstract Purpose The effects of customer satisfaction on loyalty have been widely discussed by the academic community. Practical implications The study is useful for the specific retail store where it was undertaken to help it devise better customer service, in order to increase satisfaction and loyalty.
Social implications The systematic application of customer surveys to whole sectors of the economy would improve competition, customer service research paper on customer satisfaction in retail sector, ultimately, contribute to development and economic growth.
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Customer Satisfaction \u0026 Monitoring Satisfaction of Customers (Marketing Video 19)
, time: 4:39Customer Satisfaction in Retail Sector - Term Paper
Customer satisfaction is the main basis in retail as it increases the interest of customers. paper study applies SERVQUAL for assessing service quality in a retail industry. Main objective is to asses quality service dimensions that are delivered through customers Most researcher agree that satisfaction is an attitude or evaluation that is formed by the customer comparing their pre-purchase International Research Journal of Management Science & Technology http:blogger.com Page IRJMST Volume 5 Issue 1 Online ISSN - Objectives of the Study: To find out the customer choice/preference Estimated Reading Time: 10 mins Satisfaction Index) to study customer satisfaction at the company, industry and macroeconomic levels. This paper focuses only on customer satisfaction studies that are related to retailing and does not survey the literature that studies the design of satisfaction survey instruments, as there is no control over survey design. The basic
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