IAHRW International Journal of Social Sciences Review

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Comparison Between Customer Satisfaction Towards Big Bazaar and Vishal Mega Mart


Affiliations
1 Department of Management Studies, Panipat Institute of Engineering and Technology Samalkha, Panipat, Haryana, India
2 Department of Management Studies, Panipat Institute of Engineering and Technology, Samalkha, Panipat, Haryana, India
     

   Subscribe/Renew Journal


The present study is an attempt to measure the customer satisfaction of two competitive Indian retail brands and draw a comparison between the two based on customer service quality and value creation. The comparative analysis is drawn using measurement scale has been defined to measure the descriptive analysis using primary data. The findings include how and to what extent customer service quality and value creation affect customer satisfaction in case of both the brands. The number of factors influencing customer satisfaction is restricted to two, which can be increased as time progresses and modern retail businesses gets matured in Indian market with development and interplay of more factors and surely can provide further scope of future research. This research work will help the retail managers in general, including those of the concerned brands, to understand their key areas of strength comparatively and accordingly frame their strategies for decision making in order to improve customer satisfaction and gain competitive advantage.

Keywords

Customer Service Quality, Value Creation, Customer Satisfaction, Measurement.
User
Subscription Login to verify subscription
Notifications
Font Size

  • Bhatnagar, S. (2017). A study of retail customer services with special reference to organized retailing in India. Imperial Journal of Interdisciplinary Research, 3(2), 8.

  • Binninger, S.A. (2008). Exploring the relationships between retail brands and consumer store loyalty. International Journal of Retail and Distribution Management, 36(2), 6.

  • Chang, C.H.R, Yi-Ching, H., Yu-Chuan, L., & Monle, L. (2004). Relationship marketing and consumer switching behaviour. Journal of Business Research, 58(12), 4.

  • Das, G., & Kumar, V.R. (2010). Impact of sales promotion on buyer behaviour: An empirical study of Indian retail customers. Journal of Management, 3(1), 7.

  • Deshwal, R (2016). Customer experience quality and demographic variables (age. gender, education level, and family income) in retail stores. International Journal of Retail and Distribution Management, 44(9), 8.

  • Fernandez, S.R., & Bonillo, I.A.M. (2007). The concept of perceived value: A systematic review of the research. Journal of Marketing Theory and Practice, 9(4), 1-14.

  • Jillian, R, Sweeney, C, & Soutar, N.G. (2001). Consumer perceived value: The development of a Multiple Item Scale. Journal of Retailing, 77(2), 3.

  • Joseph, R, Spiteri, M., & Dion, A.R (2004). Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management, 33(8), 5.

  • Khalifa, S.K. (2004). Customer value: A review of recent literature and an integrative configuration. Management Decision, 42(5), 4.

  • Kim, K.Y (2002). Consumer value: An application to mall and internet shopping. International Journal of Retail and Distribution Management, 30(12), 3.

  • Krishna, A., & Deswal, R (2016). Customer service experience and satisfaction in retail stores. Computing for Sustainable Global Development, Bharati Vidyapeeth's Institute of Computer Applications and Management (BVICAM).

  • Martenson, R. (2007). Corporate brand image, satisfaction and store loyalty: A study of the store as a brand, store brands and manufacturer brands. International Journal of Retail and Distribution Management, 35(7),5.

  • Mathwick, C.R, Malhotra, K.N., & Rigdon, E. (2002). The effect of dynamic retail experiences on experiential perceptions of value: An internet and catalog comparison. Journal of Retailing, 78(1), 4.

  • Mitchell, W.V., & Harris, G. (2005). The importance of consumers perceived risk in retail strategy. European Journal of Marketing, 39(7-8), 5.

  • Motwani, D. (2014). An empirical study of customer expectation and perception in organized retail sector. Journal of Research in Commerce and Management, 2(3),7.

  • Roderick, R, Brodie, J.,Whittome, M.R.J., & Brush, J.G. (2009). Investigating the service brand: Acustomer value perspective. Journal of Business Research, 62(3),6.

  • Sharma, S.R, Tiwari, R, & Verma, H. (2008). An empirical study on customer perceptions about vishal mega mart and its impact on shopping behavior in Dehradun city.ICFAI Journal of Consumer Behavior, 3(1), 6.

  • Singh, D.A. (2015). Comparison of customers perception of quality, degree of satisfaction and behavioral intentions in retail outlets. Global Journal of Management and Business Research, 15(3), 8.

  • Singh, A. (2013). Comparison of service quality, customer satisfaction and behavioral intentions across the various formats (Supermarket, hypermarket & departmental store) in India. Business and Economics Research, 3(1), 7.

  • Walters, D., Halliday, M., & Glaser, S. (2002). Added value, enterprise value and competitive advantage. Management Decision, 40(9), 3.

  • Wang, Y, Lo, RH., Chi, R., & Yang, Y (2004). An integrated framework for customer value and customer relationship management performance: A customer-based perspective from China. Managing Service Quality: An International Journal, 14(2-3), 5.


Abstract Views: 752

PDF Views: 0




  • Comparison Between Customer Satisfaction Towards Big Bazaar and Vishal Mega Mart

Abstract Views: 752  |  PDF Views: 0

Authors

Kanika Garg
Department of Management Studies, Panipat Institute of Engineering and Technology Samalkha, Panipat, Haryana, India
Aarushi
Department of Management Studies, Panipat Institute of Engineering and Technology, Samalkha, Panipat, Haryana, India
Cheenam
Department of Management Studies, Panipat Institute of Engineering and Technology, Samalkha, Panipat, Haryana, India
Mahima
Department of Management Studies, Panipat Institute of Engineering and Technology, Samalkha, Panipat, Haryana, India

Abstract


The present study is an attempt to measure the customer satisfaction of two competitive Indian retail brands and draw a comparison between the two based on customer service quality and value creation. The comparative analysis is drawn using measurement scale has been defined to measure the descriptive analysis using primary data. The findings include how and to what extent customer service quality and value creation affect customer satisfaction in case of both the brands. The number of factors influencing customer satisfaction is restricted to two, which can be increased as time progresses and modern retail businesses gets matured in Indian market with development and interplay of more factors and surely can provide further scope of future research. This research work will help the retail managers in general, including those of the concerned brands, to understand their key areas of strength comparatively and accordingly frame their strategies for decision making in order to improve customer satisfaction and gain competitive advantage.

Keywords


Customer Service Quality, Value Creation, Customer Satisfaction, Measurement.

References