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Determinants Of Retail Customer Satisfaction: A Study Of Organized Retail Outlets In Ernakulum, Kerala

782 words - 4 pages

EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.4 (8), AUGUST (2014), pp. 6-19
Online available at


Retailing consists of the sale of goods from a fixed location, such as a department store or
kiosk, in small or individual lots for direct consumption by the purchaser. Some retailing
businesses sells a combination of ...view middle of the document...

The current
study is aimed to explore the components of retail customer satisfaction and also investigate the
relationship between each of the retail customer satisfaction components and customers
satisfaction level. Study also aims at ranking the factor of satisfaction and to study the motivating
features for the consumers to visit organized retail outlets. This study will help the various
organized retail outlets for identifying the need of consumers and improve the image of
organized retailers.
KEY WORDS: Retailing, customer satisfaction, motivating features, service quality.

EXCEL International Journal of Multidisciplinary Management Studies ________________ ISSN 2249- 8834
EIJMMS, Vol.4 (8), AUGUST (2014), pp. 6-19
Online available at

[1] Bharadwaj,S., Vadarajan,P., Fahy,J. (1993), “Sustainable Competitive Advantage in services
industries”, Journal of Marketing, P.P. 83-99.
[2] Paeasuraman,A., Zeithama, V.A. Berry, L.L. (1991), “Refinement and Reassessment of
SERVQUAL scale”, Journal of Retailing, Vol.67, No.4, P.P. 420-450.
[3] Parikh D (2006), “Measuring Retail Service Quality: An Empirical Assessment of the
instrument”, Vikalpa, Vol.31, No.2, P.P. 45-55.
[4] Dabholkar .P.A et al, (2000), “A comprehensive Framework for service quality: An
investigation of critical, conceptual and measurement issues through a longitudinal study”,
Journal of Retailing, Vol.76, No.2, P.P. 39-173.
[5] Finn.D.W and Lamb C.W (1991), “An evaluation of the...

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