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Analysis of Customer Perception, Expectation and the Service Gap: with respect to a Retail Outlet in Coimbatore City - Softcover
Synopsis
The specific objectives of the study are to analyze customer’s perception, expectations, and their gap and suggest appropriate measures to improve the retail service quality at Spencer’s hypermarket. The primary data was collected using structured questionnaire through personal interview method during February and March 2012 and were analyzed using percentage analysis, Garret ranking, factor analysis and gap analysis. General profile of the respondents revealed that majority of Spencer’s customers were young aged, belonged to a medium sized family, well educated and mostly worked in private sector with an average monthly income of Rs. 20,001-30,000. The store activities reached consumers mostly through newspaper ads.78 percent of respondents preferred Spencer’s among other supermarkets and live bakery was mostly preferred Spencer’s category. Gap analysis of RSQS showed physical aspects and reliability were satisfactory dimensions while policy dimension was below satisfaction level. Therefore the retail store needs to make improvements in all dimensions in order to close the gaps that could lead to increasing customer satisfaction and gaining more loyal customers to the store.
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About the Author
Andukuri Raj Shravanthi is a Ph.D. Research Scholar in Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore, Tamil Nadu, India. She was graduated in B.Sc Agriculture from Agricultural College, Bapatla, Andhra Pradesh, India and Post-Graduated in MBA from Tamil Nadu Agricultural University.
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Analysis of Customer Perception, Expectation and the Service Gap
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LAP LAMBERT Academic Publishing Apr 2014, 2014
ISBN 10: 3659526738
ISBN 13: 9783659526732
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Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -The specific objectives of the study are to analyze customer's perception, expectations, and their gap and suggest appropriate measures to improve the retail service quality at Spencer's hypermarket. The primary data was collected using structured questionnaire through personal interview method during February and March 2012 and were analyzed using percentage analysis, Garret ranking, factor analysis and gap analysis. General profile of the respondents revealed that majority of Spencer's customers were young aged, belonged to a medium sized family, well educated and mostly worked in private sector with an average monthly income of Rs. 20,001-30,000. The store activities reached consumers mostly through newspaper ads.78 percent of respondents preferred Spencer's among other supermarkets and live bakery was mostly preferred Spencer's category. Gap analysis of RSQS showed physical aspects and reliability were satisfactory dimensions while policy dimension was below satisfaction level. Therefore the retail store needs to make improvements in all dimensions in order to close the gaps that could lead to increasing customer satisfaction and gaining more loyal customers to the store. 100 pp. Englisch. Seller Inventory # 9783659526732
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Analysis of Customer Perception, Expectation and the Service Gap
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Analysis of Customer Perception, Expectation and the Service Gap
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ISBN 13: 9783659526732
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Condition: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Autor/Autorin: Andukuri Raj ShravanthiAndukuri Raj Shravanthi is a Ph.D. Research Scholar in Department of Agricultural and Rural Management, Tamil Nadu Agricultural University, Coimbatore, Tamil Nadu, India. She was graduated in B.Sc Agriculture f. Seller Inventory # 5162538
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Analysis of Customer Perception, Expectation and the Service Gap
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VDM Verlag Dr. Mueller Aktiengesellschaft & Co. KG, 2014
ISBN 10: 3659526738
ISBN 13: 9783659526732
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Analysis of Customer Perception, Expectation and the Service Gap : with respect to a Retail Outlet in Coimbatore City
Published by
LAP LAMBERT Academic Publishing, 2014
ISBN 10: 3659526738
ISBN 13: 9783659526732
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Taschenbuch. Condition: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - The specific objectives of the study are to analyze customer's perception, expectations, and their gap and suggest appropriate measures to improve the retail service quality at Spencer's hypermarket. The primary data was collected using structured questionnaire through personal interview method during February and March 2012 and were analyzed using percentage analysis, Garret ranking, factor analysis and gap analysis. General profile of the respondents revealed that majority of Spencer's customers were young aged, belonged to a medium sized family, well educated and mostly worked in private sector with an average monthly income of Rs. 20,001-30,000. The store activities reached consumers mostly through newspaper ads.78 percent of respondents preferred Spencer's among other supermarkets and live bakery was mostly preferred Spencer's category. Gap analysis of RSQS showed physical aspects and reliability were satisfactory dimensions while policy dimension was below satisfaction level. Therefore the retail store needs to make improvements in all dimensions in order to close the gaps that could lead to increasing customer satisfaction and gaining more loyal customers to the store. Seller Inventory # 9783659526732
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Analysis of Customer Perception, Expectation and the Service Gap
Published by
VDM Verlag Dr. Mueller Aktiengesellschaft & Co. KG, 2014
ISBN 10: 3659526738
ISBN 13: 9783659526732
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Analysis of Customer Perception, Expectation and the Service Gap
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LAP LAMBERT Academic Publishing Apr 2014, 2014
ISBN 10: 3659526738
ISBN 13: 9783659526732
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Taschenbuch. Condition: Neu. This item is printed on demand - Print on Demand Titel. Neuware -The specific objectives of the study are to analyze customer's perception, expectations, and their gap and suggest appropriate measures to improve the retail service quality at Spencer's hypermarket. The primary data was collected using structured questionnaire through personal interview method during February and March 2012 and were analyzed using percentage analysis, Garret ranking, factor analysis and gap analysis. General profile of the respondents revealed that majority of Spencer's customers were young aged, belonged to a medium sized family, well educated and mostly worked in private sector with an average monthly income of Rs. 20,001-30,000. The store activities reached consumers mostly through newspaper ads.78 percent of respondents preferred Spencer's among other supermarkets and live bakery was mostly preferred Spencer's category. Gap analysis of RSQS showed physical aspects and reliability were satisfactory dimensions while policy dimension was below satisfaction level. Therefore the retail store needs to make improvements in all dimensions in order to close the gaps that could lead to increasing customer satisfaction and gaining more loyal customers to the store.VDM Verlag, Dudweiler Landstraße 99, 66123 Saarbrücken 100 pp. Englisch. Seller Inventory # 9783659526732
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Analysis of Customer Perception, Expectation and the Service Gap | with respect to a Retail Outlet in Coimbatore City
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LAP LAMBERT Academic Publishing, 2014
ISBN 10: 3659526738
ISBN 13: 9783659526732
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Taschenbuch. Condition: Neu. Analysis of Customer Perception, Expectation and the Service Gap | with respect to a Retail Outlet in Coimbatore City | Raj Shravanthi Andukuri (u. a.) | Taschenbuch | 100 S. | Englisch | 2014 | LAP LAMBERT Academic Publishing | EAN 9783659526732 | Verantwortliche Person für die EU: preigu GmbH & Co. KG, Lengericher Landstr. 19, 49078 Osnabrück, mail[at]preigu[dot]de | Anbieter: preigu. Seller Inventory # 105325779