IDEAS home Printed from https://ideas.repec.org/a/sae/globus/v12y2011i2p331-342.html
   My bibliography  Save this article

A Comparative Study of Customer Satisfaction between Two Indian Retail Brands

Author

Listed:
  • Rajib Roy

    (Rajib Roy is Professor of Marketing Management and Retail Marketing at Faculty of Management Studies, Dr B.C. Roy Engineering College, Durgapur, West Bengal, India. E-mail: rajib_roy2005@yahoo.com)

  • Amit Kumar Bhattacharya

    (Amit Kumar Bhattacharya is Professor of Econometrics at Faculty of Management Studies, Dr B.C. Roy Engineering College, Durgapur, West Bengal, India. E-mail: nitdgpamit@yahoo.com, nitdgpamit@rediffmail.com)

  • Partha Pratim Sengupta

    (Partha Pratim Sengupta is Professor of Economics at Department of Humanities & Social Science, National Institute of Technology, Durgapur, West Bengal, India. E-mail: pps42003@yahoo.com)

Abstract

The present study is an attempt to measure the customer satisfaction of two competitive Indian retail rands and draw a comparison between the two based on customer service quality and value creation. The comparative analysis is drawn using Multiple Regression Model and before that measurement scale has been defined to measure the regressand and the regressors 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.

Suggested Citation

  • Rajib Roy & Amit Kumar Bhattacharya & Partha Pratim Sengupta, 2011. "A Comparative Study of Customer Satisfaction between Two Indian Retail Brands," Global Business Review, International Management Institute, vol. 12(2), pages 331-342, June.
    • Handle: RePEc:sae:globus:v:12:y:2011:i:2:p:331-342
    DOI: 10.1177/097215091101200210
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/097215091101200210
    Download Restriction: no
    File URL: https://libkey.io/10.1177/097215091101200210?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    2. Rajagopal, 2005. "Measuring Customer Value Gaps: An Empirical Study in Mexican Retail Market," Econometrics 0508012, University Library of Munich, Germany.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    2. Brady, Michael K. & Robertson, Christopher J. & Cronin, J. Joseph, 2001. "Managing behavioral intentions in diverse cultural environments: an investigation of service quality, service value, and satisfaction for American and Ecuadorian fast-food customers," Journal of International Management, Elsevier, vol. 7(2), pages 129-149.
    3. Tae-Seung Park & Jun-Su Kim & Jiyoun Kim, 2021. "The Impact of Perceived Hapkido Service Quality on Exercise Continuation and Recommendation Intentions, with a Focus on Korean Middle and High School Students," Sustainability, MDPI, vol. 13(6), pages 1-10, March.
    4. Taryn Renatta De Mendonca & Yan Zhou, 2019. "Environmental Performance, Customer Satisfaction, and Profitability: A Study among Large U.S. Companies," Sustainability, MDPI, vol. 11(19), pages 1-15, September.
    5. repec:dgr:rugsom:04f04 is not listed on IDEAS
    6. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    7. Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
    8. Scott E. Sampson, 2008. "OR PRACTICE---Optimization of Vacation Timeshare Scheduling," Operations Research, INFORMS, vol. 56(5), pages 1079-1088, October.
    9. Maria Abdul Rahman* & Yusniza Kamarulzaman, 2018. "The Mediating Effect of Satisfaction on Customer Loyalty in Oursourcing Relationships and its Determinants," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 1062-1074:6.
    10. Yürük, Pınar & Akyol, Ayşe & Şimşek, Gülhayat Gölbaşı, 2017. "Analyzing the effects of social impacts of events on satisfaction and loyalty," Tourism Management, Elsevier, vol. 60(C), pages 367-378.
    11. Lo, Ada & Qu, Hailin, 2015. "A theoretical model of the impact of a bundle of determinants on tourists’ visiting and shopping intentions: A case of mainland Chinese tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 22(C), pages 231-243.
    12. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
    13. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
    14. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.
    15. Ryang Suk Lee & Sheng Yen Lee, 2023. "Analysis of Relationship between Service Quality of Food and Beverage and Customer Behaviors for Sustainable Golf Course Management," Sustainability, MDPI, vol. 15(14), pages 1-19, July.
    16. Friman, Margareta, 2004. "The structure of affective reactions to critical incidents," Journal of Economic Psychology, Elsevier, vol. 25(3), pages 331-353, June.
    17. Zhou, Jiaying & Dahana, Wirawan Dony & Ye, Qiongwei & Zhang, Qingyu & Ye, Mingqi & Li, Xi, 2023. "Hedonic service consumption and its dynamic effects on sales in the brick-and-mortar retail context," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    18. Cho, Jihoon & Janda, Swinder, 2023. "Reciprocity in upward product line extensions: A longitudinal study," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    19. M. Billur Akdeniz & Roger J. Calantone, 2017. "A longitudinal examination of the impact of quality perception gap on brand performance in the US Automotive Industry," Marketing Letters, Springer, vol. 28(1), pages 43-57, March.
    20. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
    21. Fakhraddin Maroofi & Mohammad Nazaripour & Shahoo Maaznezhad, 2012. "Investigating the Service Brand, Customers Value and its Perspective," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 2(4), pages 102-118, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:globus:v:12:y:2011:i:2:p:331-342. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.imi.edu/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.