... AUTHORS : William G. Brown is Associate Professor of Agricul-tural Economics, Oregon State Un... more ... AUTHORS : William G. Brown is Associate Professor of Agricul-tural Economics, Oregon State University; Ajmer Singh, a former graduate research assistant, is now with the Board of Economic De-velopment, Springfield, Illinois; and Emery N. Castle is Professor of Agricultural ...
This study is designed to find out the impact of perceived service quality on overall customer sa... more This study is designed to find out the impact of perceived service quality on overall customer satisfaction in retail outlets. In India there are more than 12 million retailers and 97% of retailers are existing in unorganized form and only 3% exists in organized form of retailing. Now perceived service quality is an important ingredient of customer satisfaction and studies have been conducted by many researchers and already shown in banking and insurance as well as in many sectors of the Indian economy. Hence we need to understand the impact of perceived service quality on customer satisfaction in retail outlets in India. In this study a sample size of 600 customers was chosen in and around Delhi City which is the capital of India and which is showing the maximum growth in terms of organized retail outlets in the region. The scale developed by Dhabolkar, Thorpe and Rentz was used. The scale was consisting of five dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy. From the data analysis it is found that value of adjusted R 2 indicates that there were three dimensions namely Policy, Problem solving and Reliability causing a variance of 39.2% in the customer satisfaction. Hence this study is helpful in understanding the important dimensions of service quality required for customer satisfaction. In retailing perceived service quality is having a significant influence on purchasing and repurchasing decisions, positive word of mouth as well as on complaining behavior in retailing .
This study is carried out to examine the service quality, customer satisfaction and behavioral in... more This study is carried out to examine the service quality, customer satisfaction and behavioral intentions aspects across the retail outlets in India. This study is being carried out from three states of India which are Delhi, Haryana (Gurgaon & Faridabad) and Uttar Pradesh (Noida & Ghaziabad) are being selected to carry out this study. In this study a total of 600 customers are being chosen and 200 customers are selected from each state of India. Probability sampling method is chosen for collecting the data. Finally 540 filled in questionnaires are collected from the market. The data analysis is done by descriptive statistics, mean and one-way ANOVA. Finally there is found significant difference among the many aspects of service quality, customer satisfaction and behavioral intentions in retail outlets. For service quality in retail outlets, the scale developed by Dhabolkar, Thorpe and Rentz being used in the study. Various dimensions of customer satisfaction and behavioral intentions are found by reviewing of related literatures. This study makes the implications for the managers in these states to improve upon the service quality, customer satisfaction and behavioral intentions in retail outlets. In this study a response rate of 90% is achieved from the data collected. Finally customers are also allowed to provide their suggestions for further improvements in the aspects of service quality, customer satisfaction as well as behavioral intentions like purchasing decisions, complaining decisions, recommendation behavior etc. This research is important to understand the difference in the various dimensions of service quality as well as customer satisfaction and recommending and purchasing differences across the different localities in a country.
This study is conducted to understand the level of service quality, customer satisfaction and beh... more This study is conducted to understand the level of service quality, customer satisfaction and behavioral intentions across the various formats like super market, Hypermarket and Departmental store in India. In this study seven stores from organized sector are chosen and they are further divided into various formats like super market, Hypermarket and Departmental store. In this study a sample size of 600 customers is chosen and from which 540 completely filled in questionnaires are received. This gives a response rate of 90%. The statistical analysis was done through descriptive statistics and one way ANOVA. From the findings there exists a statistical significant difference in many aspects of service quality and customer satisfaction, but there is No difference in the dimensions of behavioral intentions in these formats. Hence the researcher suggests the implications for the managers on the basis of conclusions and findings of the study.
... AUTHORS : William G. Brown is Associate Professor of Agricul-tural Economics, Oregon State Un... more ... AUTHORS : William G. Brown is Associate Professor of Agricul-tural Economics, Oregon State University; Ajmer Singh, a former graduate research assistant, is now with the Board of Economic De-velopment, Springfield, Illinois; and Emery N. Castle is Professor of Agricultural ...
This study is designed to find out the impact of perceived service quality on overall customer sa... more This study is designed to find out the impact of perceived service quality on overall customer satisfaction in retail outlets. In India there are more than 12 million retailers and 97% of retailers are existing in unorganized form and only 3% exists in organized form of retailing. Now perceived service quality is an important ingredient of customer satisfaction and studies have been conducted by many researchers and already shown in banking and insurance as well as in many sectors of the Indian economy. Hence we need to understand the impact of perceived service quality on customer satisfaction in retail outlets in India. In this study a sample size of 600 customers was chosen in and around Delhi City which is the capital of India and which is showing the maximum growth in terms of organized retail outlets in the region. The scale developed by Dhabolkar, Thorpe and Rentz was used. The scale was consisting of five dimensions namely Physical Aspects, Reliability, Personal Interaction, Problem Solving and Policy. From the data analysis it is found that value of adjusted R 2 indicates that there were three dimensions namely Policy, Problem solving and Reliability causing a variance of 39.2% in the customer satisfaction. Hence this study is helpful in understanding the important dimensions of service quality required for customer satisfaction. In retailing perceived service quality is having a significant influence on purchasing and repurchasing decisions, positive word of mouth as well as on complaining behavior in retailing .
This study is carried out to examine the service quality, customer satisfaction and behavioral in... more This study is carried out to examine the service quality, customer satisfaction and behavioral intentions aspects across the retail outlets in India. This study is being carried out from three states of India which are Delhi, Haryana (Gurgaon & Faridabad) and Uttar Pradesh (Noida & Ghaziabad) are being selected to carry out this study. In this study a total of 600 customers are being chosen and 200 customers are selected from each state of India. Probability sampling method is chosen for collecting the data. Finally 540 filled in questionnaires are collected from the market. The data analysis is done by descriptive statistics, mean and one-way ANOVA. Finally there is found significant difference among the many aspects of service quality, customer satisfaction and behavioral intentions in retail outlets. For service quality in retail outlets, the scale developed by Dhabolkar, Thorpe and Rentz being used in the study. Various dimensions of customer satisfaction and behavioral intentions are found by reviewing of related literatures. This study makes the implications for the managers in these states to improve upon the service quality, customer satisfaction and behavioral intentions in retail outlets. In this study a response rate of 90% is achieved from the data collected. Finally customers are also allowed to provide their suggestions for further improvements in the aspects of service quality, customer satisfaction as well as behavioral intentions like purchasing decisions, complaining decisions, recommendation behavior etc. This research is important to understand the difference in the various dimensions of service quality as well as customer satisfaction and recommending and purchasing differences across the different localities in a country.
This study is conducted to understand the level of service quality, customer satisfaction and beh... more This study is conducted to understand the level of service quality, customer satisfaction and behavioral intentions across the various formats like super market, Hypermarket and Departmental store in India. In this study seven stores from organized sector are chosen and they are further divided into various formats like super market, Hypermarket and Departmental store. In this study a sample size of 600 customers is chosen and from which 540 completely filled in questionnaires are received. This gives a response rate of 90%. The statistical analysis was done through descriptive statistics and one way ANOVA. From the findings there exists a statistical significant difference in many aspects of service quality and customer satisfaction, but there is No difference in the dimensions of behavioral intentions in these formats. Hence the researcher suggests the implications for the managers on the basis of conclusions and findings of the study.
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