This study is an in depth investigation of the factors that affect store brand purchases. Customer satisfaction, product quality and performance of companies1 petr suchanek, jiri richter, maria kralova2 abstract. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in lanzhou city, gansu. Consequently, the main purpose of this study is to investigate factors affecting on the purchase intention of bono brand tile customers. The research method will help in examining the various factors those results in satisfaction in retail banking. The factor affecting most to customers satisfaction was price, the second one was service quality, the. Factors affecting customers using modern retail stores in. Pricing can be a manual or automatic process of applying prices to purchase and sales. Choy johnn yee for the continuous support of our related research. Factors affecting customers using modern retail stores in bangkok. Customer satisfaction, product quality and performance of.
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. Satisfaction in this sense, could mean that a supermarket has just barely met the customer s expectations, not exceeded nor disappointed those expectations. The benefits of taking the customers response beyond satisfaction at this level by exceeding expectations, is a competitive strategy many retailers aspire to achieve. Factors influencing customer satisfaction with atm banking. Factors affecting customer satisfaction and customer. Stratified random sampling was used for this purpose for data analysis purpose, correlation and multiple regressions while using spss16 were used to test the model. Factors affecting customer satisfaction in banking sector. Customer satisfaction is the overall impression of customer about the supplier and the products and services delivered by the supplier.
Assessing the maximum level of customer satisfaction in grocery. Structural determinants of customer satisfaction in loyalty models. How much a customer is willing to pay depends on what they. Determinants of customer satisfaction in supermarkets in nairobi. A study of the factors influencing customer satisfaction and. The factors included empathy, responsiveness, location, facilities, product consciousness, pricing, promotion, and perceived value. Similarly, in chapter four methods of managing customer relationships are described. In marketing literature customer satisfaction is the customers overall evaluation of his or her purchase experience of a good or service.
The 15 key customer satisfaction factors guided selling. Recsa model, customer satisfaction, customer loyalty, taxi service. Employee satisfaction is a measure of how happy workers are with their job and working environment. 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. 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. Before we examine how digital affects customer loyalty, lets first look at the business factors in. 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 lickert scale factors from an earlier study by isita and pradip 1996 are adopted in this study. Factors affecting customer loyalty of supermarkets in nyeri town.
Factors affecting customers satisfaction in restaurants industry in pakistan. Purchase experience, assortment, price, promotion, advertising, store. By customer satisfaction towards selfcheckouts at supermarkets and selfservice trend in uk business. This paper presents an analysis of quality, customer satisfaction and business performance in food industry. Customer satisfaction is also the overall evaluation of the service performances or utilization. Pdf factors affecting customer satisfaction researchgate. This work examines the key determinants of customer satisfaction in grocery retailing and measure the. Pdf models of customer satisfaction with supermarkets in poland. Salford university business information technology under graduate research 201220 customer satisfaction towards selfcheckouts at supermarkets and selfservice trend in uk business. For example, the perceived quality of a food meal, effect of. Likert scale and multiple choice questions are used in the questionnaire.
The purpose of this study is to better understand the various guest service factors that affect guest satisfaction in the restaurant industry, from both the point of view of the. Factors affecting customer satisfaction and customer loyalty. Factors affecting customers satisfaction in restaurants. The factors affecting customer satisfaction and customer. 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. Factors positively affecting customers satisfaction of a supermarkets. Customer satisfaction customer satisfaction is a measure of how an organisations total product performs in relation to set of customers expectations. Factors influencing customer satisfaction marketing essay. Factors affecting the quality of customer service in mavoko. As such, it is subject to the same contextual effects. Factors affecting the quality of customer service in. Key factors affecting customer satisfaction with iranian. In addition, customer satisfaction level were investigated by determining the degree of importance on some supermarket features abubakar et al.
The customer satisfaction is customers evaluation of goods and services in term of. Factors affect the customer satisfaction of internet. Choy johnn yee for the continuous support of our related research, for his patience, motivation, and immense knowledge. Discount stores, hypermarts, and supermarkets have been dominating the. Research design of the study is quantitative and surveys research method has been used in it.
The study dwells on the supermarkets as they form an ideal customer contact points with most of. Effect of food quality on customer perceived satisfaction. Customer satisfaction is the one element which can measure the business worth as well as business growth. 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. Customers of three big retail chain stores have been interviewed for the study. The customer pays a specific price for a bottle of wine or an upgraded. In order to assess these factors, a sample of 375 buyers was selected from tabriz, one of the irans city. This study is an indepth investigation of the factors that affect store brand purchases. The 250 usable questionnaires were collected from both thai people and foreigners. Determinants of customer satisfaction in supermarkets in. 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. In this context a study conducted at a selected apparel store in hyderabad to examine the factors affecting the consumer behavior. In this study a comparative research design has been chosen to explicate the determinants of customer satisfaction.
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. This may lead to increase retention rates without incurring any cost. 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. 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.
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. 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 of residence of focal. Research design of the study is quantitative and surveys research method has been used in. Method a novel method in marketing called fuzzy set qualitative comparative analysis is the used method. Customer satisfaction is affected by the atmosphere of the restaurant consisting of arrangement. Customer satisfaction refers to customers feelings of satisfaction or dissatisfaction arising from comparing a products or services performance or outcome along with their expectation 1. By taking an example of organizational customer service we can easily compare the above two strategies. 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. Identification of factors that affect customer satisfaction is the main objective of the research. Concentrating on customer satisfaction has become a major goal in retailing industry, especially in grocery retail. Effective organizations should have a culture that encourages the employee satisfaction. Satisfaction in this sense, could mean that a supermarket has just barely met the customers expectations, not exceeded nor disappointed those expectations. Factors affecting customer loyalty of supermarkets in.
Empirical studies have shown that customer satisfaction is an antecedent to customer loyalty. Selfcheckouts, supermarkets, and the selfservice trend in american business by christopher k. A study of factors affecting on customers purchase intention. Factors affecting customer satisfaction in banking sector of. Customer retention strategy management study guide. It aims to help both retailers and manufacturers predict store brand purchases through an improved understanding of the effects of three latent variables. Factors influencing buying behavior of a selected apparel. Khan 2006 marks that the choice significant influence on customer satisfaction of place of purchase depends on perception, have such factors as consumer.
The purchase place atmosphere is more effective than the product on the buying decision, stated by kotler 1973. 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. Pdf factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create. 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.
It is sure that there may be many factors affecting the organizational. Knowing the factors that influence customers satisfaction with atm banking is of significance when it comes to deployment of atm technologies. Factors affecting customer satisfaction and customer loyalty towards belle footwear company in. The factors affecting customer satisfaction and customer loyalty. The most pleasant experience with a person cant make up for bad food, faulty products, or shipping delays. Factors affecting guest satisfaction in the restaurant industry of south mississippi. Factors affecting customer loyalty of supermarkets in nyeri. There are 17 independent variables which by factor analysis are reduced to 5 main factors which are found to significantly impact customer satisfaction in food retail supermarkets. 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.
The main objective of the research is to determine the influence of quality on customer satisfaction and on. Review of literature atm and atm services atm is a computerized machine that provides the. The research findings showed that product, price, personal interaction, convenience, services and physical appearance were positively impacted on customer satisfaction towards studied supermarkets. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Customer satisfaction of this sector can be a pivotal indicator of how well the stores are meeting the expectations of the customers. In this article, we take a look at how digital impacts customer loyalty and what you can do to improve retention.
Factors affect the customer satisfaction of internet banking. 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. Customer satisfaction is established when brand fulfills the needs and desires of customers. 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. The organization could endow their customer service executives and allow them to take quick actions with regards to customer queries and problems. Following a factor analysis of the principal components, a binary logistic regression analysis tests the influence of the identified factors on customer satisfaction. A study on job satisfaction among employees of super markets.
Such like others factors price, quality in service, environment which. It is sure that there may be many factors affecting the organizational effectiveness and one of them is the employee satisfaction. There are several key factors that can influence consumer choice and retailer perception. Therefore, this study examined the influence of customer supermarket ambience on customer satisfaction among large retail supermarkets in kenya. Customers satisfaction is basic threshold of customer satisfaction mcdougall and levessque, 2000. Customer satisfaction is critical to retail success.
Acsi american customer satisfaction index cl customer loyalty ecsi european customer satisfaction index it information technology 1. Due to the lack of research in this area, there is a necessity to address this issue seriously. Psychological satisfaction of buying a product in vogue is more important than utility factors. An integrative framework can enable a clearer understanding of e. A study on job satisfaction among employees of super. 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. This study sought to examine the factors affecting customer loyalty of supermarkets in nyeri town, kenya. A study of the factors influencing customer satisfaction. Following are the important factors that could affect customer satisfaction. The university of southern mississippi the aquila digital. The researcher studied factors that could impact customers satisfaction of a supermarkets customers in bangkok.
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