The main objective of the research is to determine the influence of quality on customer satisfaction and on. Purchase experience, assortment, price, promotion, advertising, store. Among them price had a strongest influence on customer satisfaction. Effective organizations should have a culture that encourages the employee satisfaction. Before we examine how digital affects customer loyalty, lets first look at the business factors in. In this article, we take a look at how digital impacts customer loyalty and what you can do to improve retention. This study is an indepth investigation of the factors that affect store brand purchases.
This study seeks to determine if there are significant differences not only in the factor compositions but also in their influence on customer satisfaction, depending on the country. For example, the perceived quality of a food meal, effect of. It is sure that there may be many factors affecting the organizational effectiveness and one of them is the employee satisfaction. This work examines the key determinants of customer satisfaction in grocery retailing and measure the. Pdf factors affecting customer satisfaction researchgate. Following a factor analysis of the principal components, a binary logistic regression analysis tests the influence of the identified factors on customer satisfaction. Factors affecting customer loyalty of supermarkets in nyeri. Customers of three big retail chain stores have been interviewed for the study. Identification of factors that affect customer satisfaction is the main objective of the research. It is sure that there may be many factors affecting the organizational. The study aims to measure the key factors that can influence customer satisfaction in the retailing industry in two different types of grocery stores hypermarket and supermarket. The factor affecting most to customers satisfaction was price, the second one was service quality, the. It aims to help both retailers and manufacturers predict store brand purchases through an improved understanding of the effects of three latent variables. Satisfaction in this sense, could mean that a supermarket has just barely met the customer s expectations, not exceeded nor disappointed those expectations.
Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier. Recsa model, customer satisfaction, customer loyalty, taxi service. Assessing the maximum level of customer satisfaction in. In order to assess these factors, a sample of 375 buyers was selected from tabriz, one of the irans city. Choy johnn yee for the continuous support of our related research. Following are the important factors that could affect customer satisfaction. This research therefore, demonstrated the usefulness of gis to gain spatial insights into the customer satisfaction with supermarket retail shopping and would also encourage the use of gis in the.
In marketing literature customer satisfaction is the customers overall evaluation of his or her purchase experience of a good or service. Structural determinants of customer satisfaction in loyalty models. Due to the lack of research in this area, there is a necessity to address this issue seriously. How much a customer is willing to pay depends on what they. The customer pays a specific price for a bottle of wine or an upgraded. The study was guided by the following specific objectives. Factors affecting the quality of customer service in. Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand.
The lickert scale factors from an earlier study by isita and pradip 1996 are adopted in this study. As such, it is subject to the same contextual effects. Therefore, the researchers prompted to investigate and find out the factors affecting customer satisfaction towards the use of atms cards at state owned commercial banks in chiro twon. Employee satisfaction is a measure of how happy workers are with their job and working environment. Factors affecting guest satisfaction in the restaurant industry of south mississippi. Satisfaction in this sense, could mean that a supermarket has just barely met the customers expectations, not exceeded nor disappointed those expectations. Factors influencing buying behavior of a selected apparel. Customer satisfaction is also the overall evaluation of the service performances or utilization. The 250 usable questionnaires were collected from both thai people and foreigners. Pdf models of customer satisfaction with supermarkets in poland. Such like others factors price, quality in service, environment which. Factors positively affecting customers satisfaction of a supermarkets. Salford university business information technology under graduate research 201220 customer satisfaction towards selfcheckouts at supermarkets and selfservice trend in uk business.
Factors influencing customer satisfaction marketing essay. And they should take good care of it because if not, it will deteriorate their customer service, their product, and most importantly, the life of their. The university of southern mississippi the aquila digital. Customer satisfaction is the one element which can measure the business worth as well as business growth. Factors affecting customer loyalty of supermarkets in nyeri town. The research method will help in examining the various factors those results in satisfaction in retail banking.
By taking an example of organizational customer service we can easily compare the above two strategies. Customer satisfaction, product quality and performance of companies1 petr suchanek, jiri richter, maria kralova2 abstract. An integrative framework can enable a clearer understanding of e. Choy johnn yee for the continuous support of our related research, for his patience, motivation, and immense knowledge. Factors affecting the quality of customer service in mavoko. Factors affecting customer satisfaction and customer. The most pleasant experience with a person cant make up for bad food, faulty products, or shipping delays. Acsi american customer satisfaction index cl customer loyalty ecsi european customer satisfaction index it information technology 1. The researcher studied factors that could impact customers satisfaction of a supermarkets customers in bangkok. Consequently, the main purpose of this study is to investigate factors affecting on the purchase intention of bono brand tile customers.
Factors influencing customer satisfaction with atm banking. Factors affecting customers using modern retail stores in bangkok. This paper aims to establish the main factors that underlie store attributes, to examine which exert the greatest influences on the achievement of a maximum level of customer satisfaction. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction. Basically customers satisfaction is term which means that how customers predict about your product after the use of a specific product and how they evaluate your product in single manner and compare with the competitors products. Customer satisfaction modern retailers believe that customer satisfaction is a major factor in doing successful business 15.
Andrews dissertation submitted to the faculty of the graduate school of the university of maryland, college park, in partial fulfillment of the requirements for the degree of doctor of philosophy 2009 advisory committee. Therefore, this study examined the influence of customer supermarket ambience on customer satisfaction among large retail supermarkets in kenya. The factors affecting customer satisfaction and customer loyalty. Factors affecting customer loyalty of supermarkets in. Customer satisfaction is critical to retail success. Factors affecting customer satisfaction in banking sector. This empirical study was conducted to find out the relationship among four factors such as brand image, service quality, product quality, and price toward customers satisfaction in supermarket in hcmc. The benefits of taking the customers response beyond satisfaction at this level by exceeding expectations, is a competitive strategy many retailers aspire to achieve. A study of the factors influencing customer satisfaction and.
In addition, customer satisfaction level were investigated by determining the degree of importance on some supermarket features abubakar et al. Customer satisfaction is affected by the atmosphere of the restaurant consisting of arrangement. Second, an empirical research is conducted to discover the combined effect of different factors on hand on customer satisfaction and on the other hand on efficiency. Pdf factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create. Determinants of customer satisfaction in supermarkets in. Pricing can be a manual or automatic process of applying prices to purchase and sales. Factors affect the customer satisfaction of internet banking. A study of the factors influencing customer satisfaction. The 15 key customer satisfaction factors guided selling. Factors that affecting customer satisfaction among local tourists toward budget hotels in malaysia iv acknowledgement firstly, we would like to express our sincere gratitude to our advisor mr. Determinants of customer satisfaction in supermarkets in nairobi.
By customer satisfaction towards selfcheckouts at supermarkets and selfservice trend in uk business. By not compromising the customers satisfaction in the organizations quest to make profits, the satisfied customer is likely to come back again and if possible bring along with them new customers the next time. Customer satisfaction, product quality and performance of. Customer satisfaction of this sector can be a pivotal indicator of how well the stores are meeting the expectations of the customers. Effect of food quality on customer perceived satisfaction. The organization could endow their customer service executives and allow them to take quick actions with regards to customer queries and problems. Customers satisfaction is basic threshold of customer satisfaction mcdougall and levessque, 2000. This study sought to examine the factors affecting customer loyalty of supermarkets in nyeri town, kenya. Assessing the maximum level of customer satisfaction in grocery. Factors affecting customer satisfaction and customer loyalty. This paper presents an analysis of quality, customer satisfaction and business performance in food industry. Identification and measurement of the factors affecting satisfaction level of taxi users in ho chi minh city are relevant due to the fluctuating nature of the highly competitive market. Discount stores, hypermarts, and supermarkets have been dominating the.
Factors affecting customer satisfaction and customer loyalty towards belle footwear company in lanzhou city, gansu. Customer retention strategy management study guide. Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. The research findings showed that product, price, personal interaction, convenience, services and physical appearance were positively impacted on customer satisfaction towards studied supermarkets. The qualitative approach was applied to point out the measurement of the scales of factors and the quantitative approach was to test whether these observed variables contributing to. Factors affecting customers satisfaction in restaurants. Similarly, in chapter four methods of managing customer relationships are described. The benefits of taking the customer s response beyond satisfaction at this level by exceeding expectations, is a competitive strategy many retailers aspire to achieve. Objective of the study was to study the factors affecting customer satisfaction in banking sector of pakistan and to find the relationship between service quality, customer satisfaction and customer loyalty. The study dwells on the supermarkets as they form an ideal customer contact points with most of.
Customer satisfaction customer satisfaction is a measure of how an organisations total product performs in relation to set of customers expectations. The factors affecting customer satisfaction and customer. Likert scale and multiple choice questions are used in the questionnaire. Customer satisfaction is established when brand fulfills the needs and desires of customers. This may lead to increase retention rates without incurring any cost. The purchase place atmosphere is more effective than the product on the buying decision, stated by kotler 1973. Despite the initiatives by supermarkets to ambient factors, it remains unclear as to what extent these factors contribute to customer satisfaction among large retail supermarkets in kenya. Review of literature atm and atm services atm is a computerized machine that provides the. Factors affecting customers satisfaction in restaurants industry in pakistan. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Khan 2006 marks that the choice significant influence on customer satisfaction of place of purchase depends on perception, have such factors as consumer. Key factors affecting customer satisfaction with iranian. A study of factors affecting on customers purchase intention.
Research design of the study is quantitative and surveys research method has been used in it. Salim a research project report submitted to the chandaria school of business in partial fulfillment of the requirement for the degree of masters in business administration mba. Research design of the study is quantitative and surveys research method has been used in. There are several key factors that can influence consumer choice and retailer perception. Factors affect the customer satisfaction of internet. Factors affecting customers using modern retail stores in. Jun 07, 2011 purpose this paper aims to establish the main factors that underlie store attributes, to examine which exert the greatest influences on the achievement of a maximum level of customer satisfaction. Concentrating on customer satisfaction has become a major goal in retailing industry, especially in grocery retail. This study is an in depth investigation of the factors that affect store brand purchases. The customer satisfaction is customers evaluation of goods and services in term of.
The factors included empathy, responsiveness, location, facilities, product consciousness, pricing, promotion, and perceived value. A study on job satisfaction among employees of super markets. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in. Psychological satisfaction of buying a product in vogue is more important than utility factors.
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