Case Study On Retailing

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

In the competitive market where corporations vie for customers, customer satisfaction is an integral element of the organizational business strategy. Wal-Mart customers’ satisfaction ratings have powerful effects on the organization’s bottom line. If Wal-Mart’s customer satisfaction rate drops, this tells the organization that there are problems in areas of the organization that affects the customer satisfaction rating. Wal-Mart will have to correct these problems to ensure the organization customer satisfaction rate improves. A drop in satisfaction ratings for the organization affects sales and profit. Wal-Mart always ensures that their customer satisfaction rating is high enough to keep current customers and to attract new customers. Customer satisfaction is the key element of Wal-Mart to exist in this modern day world of business with such a diverse society.

Study indicates that satisfaction basically consists of cognitive and affective variables. Cognitive measures include disconfirmation and expectations (Oliver,1980), also perceived performance (Tse and Wilton, 1998). Other measures include equity and performance (Oliver and DeSarbo,1988), “fairness” (Oliver and Swan,1989), expectancy disconfirmation (Oliver and Burke, 1999), need fulfilment (Oliver, 1995), and price acceptance or desire to pay (Huber et al., 2000). This measurement can lead to the discovery of affective variables by trying to improve satisfaction. There are two affective variables that Westbrook (1987) found. One is positive affect the other is negative affect. He stated that both positive and negative affect are linked to post-purchased word of mouth. Thus, this makes that there’s a relationship between quality and customer

As we all know, the retail industry is very crucial and is highly competitive. As this company

Moreover, Al-Ghamdi stated that “Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their businesses” (Al-Ghamdi, 2015, p. 2).

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Customer satisfaction is a marketing term that measures how products or services supplied by a company meet or surpass a customer’s expectation. Customer satisfaction is important because it provides marketers and business owners with a metric that they can use to manage and improve their

India’s retail market is expected to nearly double to US$ 1 trillion by 2020 from US$ 600 billion in 2015, driven by income growth, urbanization and attitudinal shifts. While the overall retail market is expected to grow at 12 per cent per annum, modern trade would expand twice as fast at 20 per cent per annum and traditional trade at 10 per cent.

The vast and diverse nature of the Indian consumer provides ample variety of needs for retail stores to address. Mom & pop stores, departmental stores, e-commerce platforms, all target different needs of a variety of customers. With consumers becoming more and more comfortable with

The retail sector is one of the important sector in which there are more chances of growth for developing the economy. Today in the current scenario retailing including US$ 6.60 trillion (Rs. 2.64 crore) market share turnover in India. So we can say that the retail industry is big collaborative profit potential factor which is an ingredient of its GDP (Gross Domestic Product) and in day to business environment, retailers are increasing and which provides quality goods to the customer along with the different schemes and services.

Customer satisfaction is is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both mental and physical factors which correspond with fulfillment practices, for example, return and suggest rate. The level of fulfillment can likewise differ contingent upon different choices the client may have and different items against which the client can look at the association's

The Indian retail industry is the fifth largest in the world. Comprising of organized and unorganized sectors, India retail industry is one of the fastest growing industries in India, especially over the last few years. Though initially, the retail industry in India was mostly unorganized, however with the change of tastes and preferences of the consumers, the industry is getting more popular these days and getting organized as well. With growing market demand, the industry is expected to grow at a pace of 25-30% annually. The India retail industry is

The Indian Retail Sector has undergone rapid transformation by setting scalable and profitable retail models across various categories and formats. Traditional markets are making way for departmental stores, hypermarkets, supermarkets and specialty stores. The modern malls cater to shopping, entertainment and food, all under one roof. It was estimated that India will have over close to 50 million square feet of quality retail space by the end of 2007. The growth in mall space has been over ten fold in four years: from about 2 million square feet in 2002 to 28 million square feet in 2006. The

Retail is India’s largest industry, accounting for over 10 per cent of the country’s GDP and around eight per cent of the employment. Retail industry in India is at the crossroads. It has emerged as one of the most dynamic and fast paced industries with several players entering the market.

The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics.