Customer Satisfaction In Organized Retailing

Customers evaluate customer service by comparing their perceptions of the service delivered with their expectations. Thus, to improve service, retailers need to close the gaps between the service delivered and the customers¿ expectations. This gap may be reduced by knowing what customers expect. Customer satisfaction is a growing concern among businesses, throughout the world particularly in service sectors like retailing,. Today, manufacturing and service companies, large and small, use ¿satisfaction research¿ to determine the critical product and service attributes that provide customer satisfaction. Retailers need to concentrate majorly on various factors of Customer purchasing patterns, Product/Service parameters, Interior atmosphere, Internal/External facilities, Customer support staff, Store brand products. For the study,a sample size of 1200 customers was selected from three retail malls from Hyderabad city,India namely, Hyderabad Central, City Centre, and MPM mall, Sample is drawn from each mall 400 customers were selected with systematic random sampling. To analyze the data various statistical tools like chi-square test, means, factor analysis,etc.,are used.