JTMGE Vol. 13 No. 2 (October 2022)

Permanent URI for this collection

https://demodspace.chitkara.edu.in/handle/123456789/319

Browse

Browsing JTMGE Vol. 13 No. 2 (October 2022) by Subject "Customer satisfaction"

Now showing 1 - 1 of 1
  • No Thumbnail Available
    Item
    Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products
    (Chitkara University Publications, 2022-10-30) Manoj Govindaraj; Ravishankar Krishnan; Jenifer Lawrence; Nitika Sharma
    Background: This study shows how significantly the retail sector impacts customer satisfaction through service quality. Purpose: This study delves into the influential factors within the realm of service quality dimensions offered by electronic retail outlets and their consequential impact on customer satisfaction. Method: The research employs standardized regression weights to identify the critical service quality dimensions impacting customer satisfaction. Key dimensions include tangibility, responsiveness, reliability, and empathy, with reliability emerging as the most influential factor. Result: Findings underscore the significance of several service quality dimensions, including tangibility, responsiveness, reliability, and empathy, within the context of a retail outlet. Each of these dimensions plays a vital role in shaping the customer’s experience and satisfaction. Notably, reliability emerges as the linchpin, signifying that customers place a premium on the predictability and trustworthiness of services provided by electronic retail outlets. Conclusion: Retail businesses should prioritize enhancing tangibility, responsiveness, reliability, and empathy as part of their customer-centric strategies. These improvements have the potential to exert a substantial and positive influence on customer satisfaction. By acknowledging the pivotal role of these dimensions and incorporating them into their operations, retailers can design strategies that lead to heightened customer experiences and, ultimately, elevated levels of customer satisfaction.