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VOLUME NO. 3 (2012), ISSUE N O.

9 (S EPTEMBER)

ISSN 0976-2183

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VOLUME NO. 3 (2012), ISSUE N O. 9 (S EPTEMBER)

ISSN 0976-2183

CONTENTS
Sr. No.

TITLE & NAME OF THE AUTHOR (S)


A DESCRIPTIVE STUDY ON CATCHMENT AREA ANALYSIS AND CUSTOMER SATISFACTION TOWARDS BIG BAZAAR WITH SPECIAL REFERENCE TO VADAPALANI BRANCH, CHENNAI DR. VIMALA SANJEEVKUMAR, DR. SRI RAMACHANDRAN, PAVAN KUMAR .U & S. DHANALAKSHMI THE EFFECT OF MARKET ATTITUDE ON INNOVATIONAND NEW PRODUCT PERFORMANCE FAKHRADDINMAROOFI THE APPRAISAL OF THE EFFECT OF STAFFS ENTREPRENEURIAL SPIRIT ON THE !UALITY DEVELOPMENT OF HUMAN CAPITAL" A CASE STUDY OF SHAHID HASHEMI NEJAD GAS REFINING COMPANY MOHAMMAD MOSAVI, MOHAMMAD LASHKARY, MOHAMMAD MEHDI GHOMIAN & JAVAD HASANZADEH RELATING CORPORATE GOVERNANCE WITH MARKET VALUATION AND ORGANIZATIONAL PERFORMANCE" AN EMPIRICAL STUDY ON KSE PAKISTAN SUMAIRA ASLAM., MADIHA LATIF., DR. MUHAMMAD ABDUL MAJID MAKKI & HASSAN MUJTABA NAWAZ SALEEM HUMAN RESOURCE PLANNING &HRP'" INSIGHTS FROM THE COMMERCIAL BANK OF CEYLON &CBC' MAKSUDA HOSSAIN, ABU MD. ABDULLAH & AFSANA PERVINE MANAGEMENT, LABOUR PROCESS AND WORKERS OWN CONSTRUCTION OF SOCIAL RELATIONS OF PRODUCTION IN AN OIL REFINERY, NIGERIA DR. OLUSEGUN OLADEINDE PATH)GOAL THEORY OF LEADERSHIP STYLE IN THE STRUCTURAL FORM OF SELF HELP GROUP DR. C. SATAPATHY & SABITA MISHRA THE STUDY OF FINANCIAL PERFORMANCE OF NATIONALIZED BANKS DURING 2**#)2*1* YOGESH PURI & DR. SHAMBHU KUMAR AN EMPIRICAL STUDY ON THE BEHAVIOUR OF RURAL CONSUMERS TOWARDS FMCG, JYOTI PRADHAN & DR. DEVI PRASAD MISRA PROBLEMS & PROSPECTS OF AGRICULTURE E-PORTS IN THE EMERGING SCENARIO DR. M. L. GUPTA & DR. REKHA GARG PROBLEMS AND PROSPECTS OF WOMEN ENTREPRENEURSHIP IN INDIA ) AN INVESTIGATIVE STUDY IN CHITTOOR DISTRICT OF ANDHRA PRADESH DR. C. VISWANATHA REDDY CAPITAL STRUCTURE ANALYSIS" AN INTER AND INTRA)INDUSTRY STUDY DR. HAMENDRA KUMAR PORWAL & RABMEET KAUR MANAGERIAL USES OF HUMAN RESOURCE ACCOUNTING" A SURVEY REETA & UPASNA JOSHI BORDER TRADE VIS).)VIS INDIA S LOOK EAST POLICY" A CASE STUDY OF MANIPUR DR. N. TEJMANI SINGH & P. CHINGLEN SINGH NEW RURAL MARKETING STRATEGIES OF FMCG COMPANIES IN INDIA" A STUDY OF SELECTED RURAL MARKETS OF PUNJAB AND MADHYA PRADESH JAGDEEP SINGH ARORA & POONAM ARORA A STUDY AND ANALYSIS OF FINANCIAL INCLUSION IN INDIA DIGANTA KR. MUDOI AWARENESS TOWARDS VARIOUS ASPECTS OF INSURANCE" AN EMPIRICAL STUDY IN THE STATE OF RAJASTHAN DR. DHIRAJ JAIN IMPACT OF MERGERS & AC!UISITIONS ON THE PERFORMANCE OF COMPANIES GOVIND M. DHINAIYA FOREIGN DIRECT INVESTMENT" IMPORTANCE, GROWTH & EMPLOYMENT OPPORTUNITIES IN INDIA KIRTIKUMAR L. EKHANDE AN INVESTIGATION ON BRAND PREFERENCE AMONG SPORT SHOE CONSUMERS" A CROSS SECTIONAL INVESTIGATION DR. GAJANANA PRABHU B FACTORS AFFECTING BEHAVIOR OF INDIAN STOCK MARKET KUMAR SAURABH CORPORATE GREENING" A STUDY OF RESPONSIVENESS OF FIRMS IN THE CONTE-T OF INDIAN HOTEL INDUSTRY DR. ROOPA T.N. & NISHA RAJAN LEVEL OF CUSTOMER SATISFACTION ) A STUDY WITH REFERENCE TO INDIAN BANK, MAYILADUTHURAI BRANCH DR. S.MAYILVAGANAN & G. KARTHIKEYAN CUSTOMER GAP ANALYSIS IN ORGANISED RETAILING / AN EMPIRICAL STUDY MOHMED IRFAN, DR. AMULYA. M & EVERIL JACKLIN FERNANDES PERFORMANCE OF SHG, CREDIT LINKAGE PROGRAMMES" A COMPARATIVE ANALYSIS DR. S. VENKATESH & GOVINDARAJU, M.S. MUTUAL FUND PERFORMANCE" AN ANALYSIS OF INDE- FUNDS SHIVANI INDER & DR. SHIKHA VOHRA BUYING BEHAVIOUR AND PERCEPTION OF RETAIL INVESTORS TOWARDS MUTUAL FUND SCHEMES DIMPLE & RITU THE IMPACT OF PERSON)ORGANIZATION VALUE CONGRUENCE ON ORGANIZATIONAL COMMITMENT IN A PUBLIC SECTOR ORGANIZATION PRACHI AGARWAL & PRIYANKA SAGAR CARBON CREDITS ACCOUNTING REFLE-ION IN THE BALANCE SHEET / AN ACCOUNTANT S PERSPECTIVE DR. P HANUMANTHA RAO & DR. B. VENKATA RAO A LEGAL PERSPECTIVE OF BANK GUARANTEE SYSTEM IN INDIA MOHD YASIN WANI & RAIS AHMAD QAZI

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&70>0 F5212<7AM1;B7452>AHRMAG727;1? M121>76724AE<92965<,AP,3<C9?9>3AL1DAC96EF47;AITAE2>5277;52>AM14C76145<,A94C7;, E?71,7 ,E7<583' DEAR SIRAMADAM Ple!se find 3y sub3ission of 3!nuscript entitled CDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDD6 for possible public!tion in your 4ourn!ls( hereby !ffir3 th!t the contents of this 3!nuscript !re ori&in!l( $urther3ore% it h!s neither been published elsewhere in !ny l!n&u!&e fully or p!rtly% nor is it under review for public!tion elsewhere( !ffir3 th!t !ll the !uthor (s) h!ve seen !nd !&reed to the sub3itted version of the 3!nuscript !nd their inclusion of n!3e (s) !s co-!uthor (s)( Also% if 3y/our 3!nuscript is !ccepted% /?e !&ree to co3ply with the for3!lities !s &iven on the website of the 4ourn!l ; you !re free to publish our contribution in !ny of your 4ourn!ls( NAME OF CORRESPONDING AUTHORB Desi&n!tionB Affili!tion with full !ddress% cont!ct nu3bers ; Pin ,odeB Residenti!l !ddress with Pin ,odeB Mobile 'u3ber (s)B 5!ndline 'u3ber (s)B 9-3!il AddressB Altern!te 9-3!il AddressB NOTESB !) <he whole 3!nuscript is re@uired to be in ONE MS WORD FILE only (pdf( version is li!ble to be re4ected without !ny consider!tion)% which will st!rt fro3 the coverin& letter% inside the 3!nuscript( b) <he sender is re@uired to 3ention the followin& in the SUBJECT COLUMN of the 3!ilB N7D M12F,<;5E4 89; R7G57D 52 4C7 1;71 98 (F5212<7AM1;B7452>AHRMAG727;1? M121>76724AE<92965<,AP,3<C9?9>3AL1DAC96EF47;AITA E2>5277;52>AM14C76145<,A94C7;, E?71,7 ,E7<583'

c)
d) e) f) E( 0( +(

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KEYWORDS" Abstr!ct 3ust be followed by ! list of =eywords% sub4ect to the 3!:i3u3 of five( <hese should be !rr!n&ed in !lph!betic order sep!r!ted by co33!s !nd full stops !t the end( MANUSCRIPT" M!nuscript 3ust be in BRITISH ENGLISH prep!red on ! st!nd!rd A+ si-e PORTRAIT SETTING PAPER( t 3ust be prep!red on ! sin&le sp!ce !nd sin&le colu3n with )G 3!r&in set for top% botto3% left !nd ri&ht( t should be typed in H point ,!libri $ont with p!&e nu3bers !t the botto3 !nd centre of every p!&e( t should be free fro3 &r!33!tic!l% spellin& !nd punctu!tion errors !nd 3ust be thorou&hly edited( HEADINGS" All the he!din&s should be in ! )* point ,!libri $ont( <hese 3ust be bold-f!ced% !li&ned left !nd fully c!pit!lised( 5e!ve ! bl!n= line before e!ch he!din&( SUB)HEADINGS" All the sub-he!din&s should be in ! H point ,!libri $ont( <hese 3ust be bold-f!ced% !li&ned left !nd fully c!pit!lised( MAIN TE-T" <he 3!in te:t should follow the followin& se@uenceB INTRODUCTION REVIEW OF LITERATURE NEEDAIMPORTANCE OF THE STUDY STATEMENT OF THE PROBLEM OBJECTIVES HYPOTHESES RESEARCH METHODOLOGY RESULTS & DISCUSSION FINDINGS RECOMMENDATIONSASUGGESTIONS CONCLUSIONS SCOPE FOR FURTHER RESEARCH ACKNOWLEDGMENTS REFERENCES APPENDI-AANNE-URE t should be in ! H point ,!libri $ont% sin&le sp!ced !nd 4ustified( <he 3!nuscript should prefer!bly not e:ceed 5000 WORDS(

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VOLUME NO. 3 (2012), ISSUE N O. 9 (S EPTEMBER)

ISSN 0976-2183

A DESCRIPTIVE STUDY ON CATCHMENT AREA ANALYSIS AND CUSTOMER SATISFACTION TOWARDS BIG BAZAAR WITH SPECIAL REFERENCE TO VADAPALANI BRANCH, CHENNAI
DR. VIMALA SANJEEVKUMAR ASSOCIATE PROFESSOR COB SCHOOL OF MANAGEMENT UNIVERSITI OF UTARA SINTOK, KEDAH, MALAYSIA DR. SRI RAMACHANDRAN DIRECTOR - MANAGEMENT STUDIES MAHENDRA COLLEGE OF ENGINEERING SALEM CAMPUS SALEM PAVAN KUMAR .U 1 !-A, TK STREET 1ST FLOOR NEAR SUKRAWARPET COIMBATORE S. DHANALAKSHMI LECTURER - MANAGEMENT SCIENCES MAHENDRA COLLEGE OF ENGINEERING SALEM CAMPUS SALEM
ABSTRACT
Cus !"#$s% #&'#$(#)*#s u+ (", #+- .# #$"()# /0# 0#$ !$ )! , *!"',)- s ,-s () 1us()#ss. T0# ("'!$ ,)*# !2 *us !"#$ s, (s2,* (!) /,s , 0! 1us()#ss !'(* () 0# 3456s, ,s *us !"#$ s, (s2,* (!) /,s *!)s(.#$#. 0# 1#s /().!/ () ! +!-,+ -. I) 0# +, # 756s, 0!/#8#$, $#s#,$*0#$s 9u#s (!)#. /0# 0#$ *us !"#$ s, (s2,* (!) ,* u,++- ("',* s !8#$,++ '#$2!$",)*#. T0#- 2!u). 0, 0# +(): 1# /##) *us !"#$ s, (s2,* (!) ,). 0(;0#$ '$!2( s, ROI, !$ s0,$# !2 ",$:# (s .u1(!us. T0# $#s#,$*0 ','#$ (s ,1!u 0# (.#) (2(*, (!) !2 0# *us !"#$ s, (s2,* (!) ,). *, *0"#) ,$#, !2 BIG BAZAAR%s Bus()#ss () 8,.,',+,)( 1$,)*0 ,). ( s s#$8(*#. T0# $#s#,$*0#$ us#. .#s*$(' (8# $#s#,$*0, ,). s("'+# $,).!" s,"'+(); ! (.#) (2- 0# s,"'+#. T0# s,"'+# s(<# !2 333 /,s ()*+u.#. () 0# s u.-. R#s#,$*0#$ su#. C0( s9u,$# #s ! #s 0# 0-'! 0#s(s.

KEYWORDS
,usto3er s!tisf!ction% ,!tch3ent !re!% RO (

10

INTRODUCTION

he i3port!nce of custo3ers h!s been hi&hli&hted by 3!ny rese!rchers !nd !c!de3ici!ns( L!iri (E***) s!id M,usto3ers !re the purpose of wh!t we do !nd r!ther th!n the3 dependin& on us% we very 3uch depend on the3( <he custo3er is not the source of ! proble3% we shouldn6t perh!ps 3!=e ! wish th!t custo3ers Cshould &o !w!y6 bec!use our future !nd our security will be put in 4eop!rdyG( <h!t is the 3!in re!son why or&!ni-!tions tod!y !re focusin& on custo3er s!tisf!ction% loy!lty !nd retention( Accordin& to .!nse3!r= !nd Albinsson (E**+)% Ms!tisf!ction is !n over!ll custo3er !ttitude tow!rds ! service provider% or !n e3otion!l re!ction to the difference between wh!t custo3ers !nticip!te !nd wh!t they receive% re&!rdin& the fulfill3ent of so3e need% &o!l or desireG( ,usto3er loy!lty% on the other h!nd% !ccordin& to Anderson !nd J!cobsen (E***) Mis !ctu!lly the result of !n or&!ni-!tion cre!tin& ! benefit for ! custo3er so th!t they will 3!int!in or incre!se their purch!ses fro3 the or&!ni-!tion( Oliver ()JJI) s!id th!t custo3er loy!lty refers to M! deeply held co33it3ent to re-buy or re-p!tronise ! preferred product or service consistently in the future despite situ!tion!l influences !nd 3!r=etin& efforts h!vin& the potenti!l to c!use switchin& beh!viorG( <rue custo3er loy!lty is cre!ted when the custo3er beco3es !n !dvoc!te for the or&!ni-!tion% without incentiveG( Accordin& to .oyer !nd M!c nnis (E**))% custo3er retention is Mthe pr!ctice of wor=in& to s!tisfy custo3ers with the intention of developin& lon&-ter3 rel!tionships with the3G( Lineldin (E***) s!id th!t retention c!n be defined !s M! co33it3ent to continue to do business or e:ch!n&e with ! p!rticul!r co3p!ny on !n on&oin& b!sisG( ,!tch3ent !re! is very i3port!nt for e!ch !nd every ret!il shop( t 3e!ns to find the correct loc!tion of ! store( n hu3!n &eo&r!phy% ! c!tch3ent !re! is the !re! !nd popul!tion fro3 which ! city or individu!l service !ttr!cts visitors or custo3ers( ,!tch3ent !re!s !re &ener!lly founded either on for3!l loc!l &overn3ent bound!ries or else on so3e other &eo&r!phic b!sis( $or e:!3ple% ! nei&hborhood or district of ! city often h!s sever!l s3!ll convenience shops% e!ch with ! c!tch3ent !re! of sever!l streets( "uper3!r=ets% on the other h!nd% h!ve ! 3uch lower density% with c!tch3ent !re!s of sever!l nei&hborhoods (or sever!l vill!&es in rur!l !re!s)( <his principle% si3il!r to thecentr!l pl!ce theory% 3!=es c!tch3ent !re!s !n i3port!nt !re! of study for &eo&r!phers% econo3ists% !nd urb!n pl!nners( Ret!il An!lysis is !n inherently co3ple: !nd dyn!3ic issue bec!use of inter!ctions th!t occur between different ret!il centers( f !ll ret!il centers were !li=e% offerin& e:!ctly the s!3e shops !nd services with re&!rds to price !nd @u!lity then we could !ssu3e th!t the popul!tion within the c!tch3ent would spend !ll of its 3oney in the ne!rest centre( .owever% different centers !re not the s!3e !nd people6s 3obility 3e!ns th!t they will often tr!vel to their preferred destin!tion inste!d of their closest one( ,h!n&es in popul!tion% !ccess !nd ret!ilin& !lso !lter rel!tive !ttr!ctiveness( An i3port!nt ele3ent of the study is therefore to provide ! robust !ssess3ent of the current c!tch3ent !re! of the city% t!=in& into !ccount different types of ret!ilin& such !s food !nd non-food% with the l!tter dis!&&re&!ted into bul=y !nd non-bul=y &oods(

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20

CUSTOMER SATISFACTION

,usto3er s!tisf!ction is ! ter3 &ener!lly used to to 3e!sure ! custo3erNs perception of ! co3p!nyNs products !nd services( ,usto3er s!tisf!ction is th!t custo3ers !re 3ost li=ely to !ppreci!te the &oods !nd services th!t they buy if they !re 3!de to feel speci!l( <his occurs when they feel th!t the &oods !nd services th!t they buy h!ve been speci!lly produced for the3 or for people li=e the3( <his rel!tes to ! wide r!n&e of products such !s r!-ors th!t !re desi&ned for e!se of use !nd &ood @u!lity finish% petrol products th!t !re environ3ent!lly friendly !nd custo3i-ed to 3eet the needs of p!rticul!r types of en&ines% etc( <o underst!nd custo3ersOwh!t custo3ers !re doin& !nd wh!t they6re s!yin&Oco3p!nies need to e:!3ine the custo3ers6 inter!ctions with their products !nd services throu&h ! different lens !nd discover where these !re f!llin& short( $ortun!tely% the M=now your custo3erG !d!&e h!s been t!=en to !n entirely new level by e:perience !n!lytics pl!tfor3 providers( n f!ct% $orrester h!s s!id th!t !n e:perience pl!tfor3 ,lic=$o: offers provides the uni@ue c!p!bility to Midentify discrep!ncies between syste3 desi&n !nd !ctu!l inter!ctions !cross 3ultiple ch!nnels to provide 3e!nin&ful insi&ht(G <r!c=in& !ctu!l custo3er beh!viors !nd e:periences !cross ret!il% online !nd cont!ct centers provides powerful insi&hts into the root c!use of issues li=e poor s!tisf!ction( $!st &rowin&% successful co3p!nies ret!in !nd &!in custo3er loy!lty by doin& 3ore th!n si3ply resolvin& !n e:istin& proble3( 201 CUSTOMER SATISFACTION DEFINITION Despite e:tensive rese!rch in the ye!rs since ,!rdo-o6s ()JF1) cl!ssic !rticle% rese!rchers h!ve yet to develop ! consensu!l definition of consu3er s!tisf!ction( Oliver ()JJI) !ddresses this definition!l issue by p!r!phr!sin& the e3otion liter!ture% notin& th!t Keveryone =nows wh!t Ps!tisf!ctionQ is until !s=ed to &ive ! definition( <hen it see3s% nobody =nowsK (p( )0)( B!sed on the perception th!t s!tisf!ction h!s been defined% 3ost rese!rch focuses on testin& 3odels of consu3er s!tisf!ction (e(&(% M!no !nd Oliver )JJ0A Oliver )JJ0A Oliver !nd De"!rbo )JHHA "pren&% M!c>en-ie% !nd Olsh!vs=y )JJFA <se !nd ?ilton )JHH) while definition!l consider!tions h!ve received little !ttention( As ! result% the liter!ture is replete with different conceptu!l !nd oper!tion!l definitions of consu3er s!tisf!ction (see <!ble ))( As Peterson !nd ?ilson ()JJE) su&&est% K"tudies of custo3er s!tisf!ction !re perh!ps best ch!r!cteri-ed by their l!c= of definition!l !nd 3ethodolo&ic!l st!nd!rdi-!tionK (p( FE)( Most definitions h!ve f!vored the notion of consu3er s!tisf!ction !s ! response to !n ev!lu!tion process( "pecific!lly% there is !n overridin& the3e of consu3er s!tisf!ction !s ! su33!ry concept (i(e(% ! fulfill3ent response (Oliver )JJI)A !ffective response (.!lste!d% .!rt3!n% !nd "ch3idt )JJ+)A over!ll ev!lu!tion ($ornell )JJE)A psycholo&ic!l st!te (.ow!rd !nd "heth )JFJ)A &lob!l ev!lu!tive 4ud&3ent (?estbroo= )JHI)A su33!ry !ttribute pheno3enon (Oliver )JJE)A or ev!lu!tive response (D!y )JH+))( .owever% there is dis!&ree3ent concernin& the n!ture of this su33!ry concept( Rese!rchers portr!y consu3er s!tisf!ction !s either ! co&nitive response (e(&(% Bolton !nd Drew )JJ)A .ow!rd !nd "heth )JFJA <se !nd ?ilton )JHH) or !n !ffective response (e(&(% ,!dotte% ?oodruff% !nd Jen=ins )JHIA .!lste!d% .!rt3!n% !nd "ch3idt )JJ+A ?estbroo= !nd Reilly )JH0)( $urther3ore% oper!tion!l definitions 3!y include ! beh!vior!l di3ension of s!tisf!ction (e(&(% K would reco33end the school to students interested in ! business c!reer(K (.!lste!d% .!rt3!n% !nd "ch3idt )JJ+))% !lthou&h conceptu!l definitions !re void of ! beh!vior!l orient!tion( <his study will focus on the concept of consu3er s!tisf!ction( As noted previously% the liter!ture h!s been l!: in distin&uishin& between consu3er s!tisf!ction% custo3er s!tisf!ction% !nd s!tisf!ction (see ,!dotte% ?oodruff% !nd Jen=ins ()JHI) versus ,hurchill !nd "urpren!nt ()JHE) or "pren&% M!c>en-ie% !nd Olsh!vs=y ()JJF) versus "3ith% Bolton% !nd ?!&ner ()JJJ) for e:!3ples)( n other c!ses% neither consu3er nor custo3er is used to @u!lify the ter3% s!tisf!ction (e(&(% #!rdi!l et !l( )JJ+A Mitt!l% >u3!r% !nd <siros )JJJ)( All of these studies% however% tend to be focused on the fin!l user( ,onsistent with the liter!ture% we will define the consu3er !s the ulti3!te user of the product( Althou&h our focus is on the end user of the product% we reco&ni-e th!t% in so3e situ!tions% the end user is !lso the purch!ser( t is evident th!t the concept of consu3er s!tisf!ction !pplies in 3!ny 3!r=etin& conte:tsB purch!se (e(&(% "w!n !nd Oliver )JH1)% consu3ption (e(&(% ,!dotte% ?oodruff% !nd Jen=ins )JHI)% infor3!tion considered (e(&(% "pren&% M!c>en-ie% !nd Olsh!vs=y )JJF)A !nd% even business consu3ption (Mowen !nd Minor )JJHA "chiff3!n !nd >!nu= E***A "olo3on )JJJ)( <hus% consu3er s!tisf!ction 3ust be e:plicitly defined to deline!te the conte:t( n this study% consu3er s!tisf!ction pert!ins to the response of the end user who 3!y or 3!y not be the purch!ser( 202 IMPORTANCE OF CUSTOMER SATISFACTION ?hen we buy ! product or service% we e:pect it to be ri&ht( ?e don6t 4u3p up !nd down with &lee s!yin& Misn6t it wonderful% it !ctu!lly wor=edG( <h!t is wh!t we p!id our 3oney for( Add to this our world of ever e:!ctin& st!nd!rds( ?e now h!ve products !v!il!ble to us th!t would !stound our &re!t &r!ndp!rents !nd yet we @uic=ly beco3e used to the3( <he b!r is &ettin& hi&her !nd hi&her( At the s!3e ti3e our lives !re ever 3ore co3plic!ted with hi&her stress levels( Deli&htin& custo3ers !nd !chievin& hi&h custo3er s!tisf!ction scores in this environ3ent is ever 3ore difficult( And even if your custo3ers !re co3pletely s!tisfied with your product or service% si&nific!nt chun=s of the3 could le!ve you !nd st!rt doin& business with your co3petition( A 3!r=et tr!der h!s ! continuous fin&er on the pulse of custo3er s!tisf!ction( Direct cont!ct with custo3ers indic!tes wh!t he is doin& ri&ht or where he is &oin& wron&( "uch infor3!l feedb!c= is v!lu!ble in !ny co3p!ny but h!rd to for3!lise !nd control in !nythin& 3uch l!r&er th!n ! corner shop( $or this re!son surveys !re necess!ry to 3e!sure !nd tr!c= custo3er s!tisf!ction( Developin& ! custo3er s!tisf!ction pro&r!33e is not 4ust !bout c!rryin& out ! survey( "urveys provide the re!din& th!t shows where !ttention is re@uired but in 3!ny respects% this is the e!sy p!rt( 8ery often% 3!4or lon& l!stin& i3prove3ents need ! fund!3ent!l tr!nsfor3!tion in the co3p!ny% prob!bly involvin& tr!inin& of the st!ff% possibly involvin& cultur!l ch!n&e( <he result should be fin!nci!lly benefici!l with less custo3er churn% hi&her 3!r=et sh!res% pre3iu3 prices% stron&er br!nds !nd reput!tion% !nd h!ppier st!ff( .owever% there is ! price to p!y for these i3prove3ents(

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FACTORS INFLUENCING CUSTOMER SATISFACTION

<he product
!F1?543 of the product L72>4C of life of the product D7,5>2 of the product C92,5,472<3 of @u!lity R12>7 of products P;9<7,,5I5?543 of the product

Delivery
Delivery 92 4567 & SE77H 98 H7?5G7;3

<he co3p!ny

"t!ff ; "ervice

R7EF414592 of the co3p!ny E1,7 of doin& business

Price
C9F;47,3 fro3 s!les st!ff nvoice <?1;543 nvoices 92 4567 Represent!tiveNs 1G15?1I5?543 Represent!tiveNs B29D?7H>7 R7?51I5?543 of returnin& c!lls F;572H?527,, of the s!les st!ff M!r=et E;5<7

T941? <9,4 of use ; V1?F7 for 3oney

"ervice

,o3pl!int ;7,9?F4592 R7,E92,5G727,, to en@uiries A847; ,1?7, service T7<C25<1? service

30

REVIEW OF LITERATURE

?hile the liter!ture cont!ins si&nific!nt differences in the definition of s!tisf!ction% !ll the definitions sh!re so3e co33on ele3ents( ?hen e:!3ined !s ! whole% three &ener!l co3ponents c!n be identifiedB )) consu3er s!tisf!ction is ! response (e3otion!l or co&nitive)A E) the response pert!ins to ! p!rticul!r focus (e:pect!tions% product% consu3ption e:perience% etc()A !nd 0) the response occurs !t ! p!rticul!r ti3e (!fter consu3ption% !fter choice% b!sed on !ccu3ul!ted e:perience% etc)( ,onsu3er responses followed ! &ener!l p!ttern si3il!r to the liter!ture( "!tisf!ction w!s co3prised of three b!sic co3ponents% ! response pert!inin& to ! p!rticul!r focus deter3ined !t ! p!rticul!r ti3e( F"#$% "& '() R)%*"+%) - <he focus identifies the ob4ect of ! consu3er6s s!tisf!ction !nd usu!lly ent!ils co3p!rin& perfor3!nce to so3e st!nd!rd( <his st!nd!rd c!n v!ry fro3 very specific to 3ore &ener!l st!nd!rds( <here !re often 3ultiple foci to which these v!rious st!nd!rds !re directed includin& the product% consu3ption% purch!se decision% s!lesperson% or service( <he deter3in!tion of !n !ppropri!te focus for s!tisf!ction v!ries fro3 conte:t to conte:t( .owever% without ! cle!r focus% !ny definition of s!tisf!ction would h!ve little 3e!nin& since interpret!tion of the construct would v!ry fro3 person to person (ch!3eleon effects)( T,-,+. "& '() R)%*"+%) - t is &ener!lly !ccepted th!t consu3er s!tisf!ction is ! postpurch!se pheno3enon% yet ! nu3ber of subtle differences e:ist in this perspective( <he purch!se decision 3!y be ev!lu!ted !fter choice% but prior to the !ctu!l purch!se of the product( ,onsu3er s!tisf!ction 3!y occur prior to choice or even in the !bsence of purch!se or choice (e(&(% diss!tisfied with out-of-town super3!r=ets% which were never p!troni-ed% bec!use they c!used ! loc!l store to close)( t h!s even been !r&ued th!t none of the !bove ti3e fr!3es is !ppropri!te since s!tisf!ction c!n v!ry dr!3!tic!lly over ti3e !nd s!tisf!ction is only deter3ined !t the ti3e the ev!lu!tion occurs( <he consu3er responses reinforced this v!ried ti3in& !spect of s!tisf!ction( n !ddition% the consu3ers discussed the dur!tion of s!tisf!ction% which refers to how lon& ! p!rticul!r s!tisf!ction response l!sts( D,%%/',%&/#',"+ - <he liter!ture h!s t!=en two !ppro!ches to conceptu!li-in& !nd oper!tion!l-in& the diss!tisf!ction construct( ,onsu3er diss!tisf!ction is portr!yed !s the bipol!r opposite of s!tisf!ctionA or consu3er s!tisf!ction !nd diss!tisf!ction !re viewed !s two different di3ensions( "ince the liter!ture does not provide ! cle!r conceptu!li-!tion of diss!tisf!ction% we turned to consu3er perceptions( ,onsu3ers su&&est th!t diss!tisf!ction is still co3prised of the three co3ponents of the definition!l fr!3ewor=B !ffective responseA focusA !nd ti3in&( .owever% the consu3er d!t! did not help resolve the di3ension!lity issue( ?e specul!te th!t the !pp!rent di3ension!lity of s!tisf!ction 3i&ht be understood by e:!3inin& the focus of s!tisf!ction !nd diss!tisf!ction( ,onsu3ers were so3eti3es s!tisfied with one !spect of the choice/consu3ption e:perience% but diss!tisfied with !nother !spect( n this c!se% s!tisf!ction !nd diss!tisf!ction c!n be viewed !s different di3ensions(

+(

INTRODUCTION OF THE COMPANY

Bi& B!-!!r is ! ch!in of hyper3!r=et in ndi!% which c!ters to every f!3ily6s needs !nd re@uire3ents( <his ret!il store is ! subsidi!ry of $uture &roup% P!nt!loons Ret!il ndi! 5td( !nd is !n !nswer to the 7nited "t!tes ?!l-M!rt( Bi& B!-!!r h!s rele!sed the doors for the f!shion world% &ener!l 3erch!ndise li=e sports &oods% cutlery% croc=ery% utensils% !nd ho3e furnishin&s etc( !t best econo3ic!l prices( Bi& B!-!!r &roup offers 3ore th!n )** stores !ll over the country with !n !3!l&!3!tion of ndi!n b!-!!rsR feel !nd touch with ! convenience !nd choice of the 3odern ret!il f!cilities( <he ret!il for3!t of the Bi& B!-!!r &roup includes A!dh!r% Rur!l ; .o3e-<own ret!il ch!in% 9-one ho3e-i3prove3ent ch!in% sportswe!r ret!iler% depot !nd 3usic ch!in is few !3on& others(worldwide country ch!in% Bi& B!-!!r% is for3ed by ,9O of $uture #roup% Mr( >ishore Biy!ni( <he &roup do not pro3ises 3ore th!n wh!t it delivers( <heir b!sic !ttr!ction !ssoci!ted with re!son!ble prices is their 7ni@ue "ellin& Price( Bi& B!-!!rNs 4ourney be&!n in October E**) when the youn&% opened the first &ener!tion entrepreneur >ishore Biy!ni its first hyper3!r=et ret!il outlet in >ol=!t! (for3erly ,!lcutt!)( n the s!3e 3onth h!d two 3ore stores !re !dded - one e!ch in .yder!b!d !nd Mu3b!i% !nd thus be&in ! successful st!y th!t be&!n the ch!pter of or&!ni-ed ret!ilin& in ndi!(Bi& B!-!!r is present tod!y in 1J cities !nd holdin& 3ore th!n 1 3illion s@(ft( Open house !nd drivin& over ))*

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ISSN 0976-2183

3illion footf!lls in its stores( <he for3!t is e:pected th!t the nu3ber of footf!ll in the stores to incre!se by )+* 3illion durin& this fin!nci!l ye!r( Over the ye!rs% Mr( Biy!ni for his vision !nd le!dership% !nd Bi& B!-!!r for its uni@ue proposition to its custo3ers Kh!ve received every presti&ious consu3er prices% both n!tion!lly !nd intern!tion!lly(

%0

OBJECTIVE OF THE STUDY


<o investi&!te the c!tch3ents !re! !nd custo3er loy!lty of 8!d!p!l!ni br!nch( <o identify the s!tisf!ction level of custo3er in bi& b!-!!r with respect to 5oc!tion% 3erch!ndisin&% offer !nd discounts% v!rieties% ,orpor!te soci!l responsibility% ho3e delivery !nd product r!n&e( <o identify the custo3er s!tisf!ction in other service !nd &o &reen(

#0

RESEARCH METHODOLOGY

#01 D7,<;5E45G7 R7,71;<C Descriptive rese!rch is !lso =nown !s st!tistic!l rese!rch( <he 3!in &o!l of this type of rese!rch is to describe the d!t! !nd !n ch!r!cteristics !bout wh!t is bein& studied( #02 S16E?52> "!3plin& is to select of individu!ls fro3 the whole popul!tion% popul!tion% it need to &ener!l to present the ch!r!cteristic of the popul!tion( n this study% the popul!tion is infinite in n!ture% so rese!rcher !dopted the convenience s!3plin& techni@ue( ,onvenience s!3plin&( t is ! type of nonnon-prob!bility s!3plin& which involves the s!3ple bein& dr!wn fro3 th!t p!rt of the popul!tion which is close to h!nd( <h!t is% ! popul!tion is selected bec!use it is re!dily r !v!il!ble !nd convenient( <he 3ost popul!r d!t! collection techni@ues includeB surveys% second!ry d!t! sources or !rchiv!l d!t!% ob4ective 3e!sures or tests% !nd interviews( n this study @uestionn!ires !re used( ,o3p!ny b!c=&round infor3!tion is obt!ined fro3 the online web% !nnu!l report( Suestionn!ire 3ethod is to collect d!t! throu&h the @uestionn!ires( Rese!rchers rs list the relev!nt @uestions !nd !s= respondents to !nswer the3 !ccordin& to their person!l situ!tion( Suestionn!ires h!ve the co3p!rin& !dv!nt!&e such !sB it is e!sy to !n!ly-e% f!3ili!r to 3ost people% it c!n reduce bi!s !nd less intrusive th!n f!cef!ce-to-f!ce surveys( #03 D141 C9??7<4592 12H S16E?52> P;561;3 D141 Pri3!ry d!t! source is the first h!nd infor3!tion obt!ined by the rese!rcher( n this study the pri3!ry d!t! w!s &!thered throu&h thr the @uestionn!ires to study the rel!tionship between the dependent v!ri!ble !nd independent v!ri!bles P9EF?14592 12H S16E?52> <he s!3plin& fr!3e for this study includes the custo3ers of B # BALAAR% ,henn!i( <he s!3ple si-e for popul!tion ))) !nd the @uestionn!ire were distributed to the custo3ers who visited B # BALAAR( <he s!3ple si-e chosen for this study is ))) custo3ers H3E94C7,5, <here is no si&nific!nt rel!tionship between &ender !nd s!tisf!ction in service provided by custo3er e:ecutive( <here is no si&nific!nt rel!tionship between loc!tion !nd occup!tion <he respondents !re s!tisfied with the clothin& dep!rt3ent in bi& b!-!!r b! #0$ T7<C25JF7 98 A21?3,5, 8!rious st!tistic!l 3ethods will be used to !n!ly-e the d!t! collected fro3 respondents( n this study% the "t!tistic!l P!c=!&e P!c=! for the "oci!l "ciences ("P )F(*) will be used for the d!t! !n!lysis !nd chi s@u!re w!s used to test test the hypothesis( Percent!&e !n!lysis is used in 3!=in& co3p!rison between two or 3ore series of d!t!( Percent!&e is used to describe rel!tionship( Percent!&e is !lso to co3p!re the rel!tive ter3s% the distribution of two or 3ore series of d!t!( <he nu3ber of result c!n be converted into 3uch out of hundred !nd to =now !s percent!&e !n!lysis(

(0

DATA ANALYSIS AND INTERPRETATION


S.N" 1 2 3 $ % # ( F/#'"0% P!r=in& 5oc!tion "ervice provided by e:ecutives Merch!ndisin& Offer !nd discount 9:perience with Bi& B!-!!r .o3e delivery H,.(12 %/',%&,)3 +1 11 EH 01 )E *H )J S/',%&,)3 0J EH )) 0I 0E )J +) M"3)0/')12 S/',%&,)3 H 1 I 0 EE +0 )I D,%%/',%&,)3 1 E +I )J )0 )J )E H,.(12 D,%%/',%&,)3 0 )* I )F E) )) ))

#* %* $* 3* 2* 1* * HS S MS D HDS
P1;B52> L9<14592 S7;G5<7 M7;<C12H5,52> O887; &D5,<9F24, EKE7;572<7 H967 H7?5G7;3

CHI) S!UARE TEST H3E94C7,5," 1 C96E1;5,92 I74D772 >72H7; 12H ,145,81<4592 52 ,7;G5<7 E;9G5H7H I3 <F,4967; 7K7<F45G70 .*T <here is no si&nific!nt rel!tionship between &ender !nd s!tisf!ction in service provided by custo3er e:ecutive( .)T<here is si&nific!nt rel!tionship between &ender !nd s!tisf!ction s!tisf!ct in service provided by custo3er e:ecutive(

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C1?<F?14592 O5 E5 &O5)E5'&O5)E5'2&O5)E5'2AE5 )+)0E E *()H + 1 ) *(F *()00 0 0 *(E *(*+ *(*)E1 E*E)) ) *(*11 + 0 *(H *(F *()IH )I)H) E *())* H I ) *(H *())+ 1 1 *(0 *(*F *(*)0 0E0)) ) *(*0J + 1 *(0 *(*F *(*)0 ,!lcul!ted 8!lue *0+$(% D7>;77 98 F;77H96 <he de&ree of freedo3 T (r-)) : (c-)) T (E-)) : (1-)) T):+T$ C1?<F?147H V1?F7 L *0+$(% T1I?7 V1?F7 $or + de&ree of freedo3 U 1V si&nific!nt level T 20((# C1?<F?147H V1?F7 &*0+$(%' M T1I?7 G1?F7 &20((#' INFERENCE .ere the c!lcul!ted 8!lue is less th!n t!ble v!lue( "o our null hypothesis (.*) is !ccepted( <herefore% there is no si&nific!nt rel!tionship between &ender !nd s!tisf!ction in service provided by custo3er e:ecutive(

ISSN 0976-2183

H3E94C7,5," 2 C96E1;5,92 I74D772 9<<FE14592 12H L9<14592 .*T <here is no si&nific!nt rel!tionship between occup!tion !nd 5oc!tion( .)T<here is si&nific!nt rel!tionship between occup!tion !nd loc!tion( D7>;77 98 F;77H96 <he de&ree of freedo3 T (r-)) : (c-)) T (+-)) : (1-)) T 0 : + T 12 C1?<F?147H V1?F7 L 130(%2 T1I?7 V1?F7 $or )E de&ree of freedo3 U 1V si&nific!nt level T 210*2# C1?<F?147H V1?F7 &130(%2' M T1I?7 G1?F7 &210*2#' INFERENCE .ere the c!lcul!ted 8!lue is less th!n t!ble v!lue( "o our null hypothesis (.*) is !ccepted( <herefore% there is no si&nific!nt rel!tionship between occup!tion !nd loc!tion of the store( RF2 T7,4 S145,81<4592 52 <?94C52> H7E1;46724 14 B5> B1N11; S0N9P1;45<F?1;,N90 98 R7,E92H724, 1 2es +F 2 'o F1 H3E94C7,5," 3 .*T <he respondents !re s!tisfied with the clothin& dep!rt3ent in bi& b!-!!r( .)T <he respondents !re not s!tisfied with the clothin& dep!rt3ent in bi& b!-!!r( 2 1 L 83O 22 L 3(O V L 23 FORMULA" 2 21 P 22 QG L R1 21 R 22 2 P $# P #% QG L 111 QG L %$08( 2 21 P 22 &2 21 P 22 / 21 / 22' S2G L &21 R 22' 2 &21 R 22 / 1' 2 P $# P #% & 2 P $# P #% / $# / #%' S2G L &$# R #%' 2 &$# R #% / 1' %+8* &%8#+' L 2$$2* 3%*+##2* L 2$$2* S2G L 1$3(02* SG L 3(0+ R1

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V)Q ZL S G 23 / %$08( L ) *08$* 3(0+

ISSN 0976-2183

N L *08$* TC7 41I?7 G1?F7 5, I752> 89F2H 1, 10+# TC7 <1?<F?147H G1?F7 5, *08$* INFERENCE "ince the c!lcul!ted v!lue is lesser th!n the t!ble v!lue% we !ccept the null hypothesis !nd re4ect the !ltern!te hypothesis( <herefore the respondents !re s!tisfied with clothin& dep!rt3ent in Bi& B!-!!r(

DISCUSSION AND FINDINGS


"iv!d!s !nd B!=er-Prewitt (E***) s!id Mthere is !n incre!sin& reco&nition th!t the ulti3!te ob4ective of custo3er s!tisf!ction 3e!sure3ent should be custo3er loy!ltyG( $ornell ()JJE) s!id Mhi&h custo3er s!tisf!ction will result in incre!sed loy!lty for the fir3 !nd th!t custo3ers will be less prone to overtures fro3 co3petitionG( <his view w!s !lso sh!red by Anton ()JJF) who s!id th!t Ms!tisf!ction is positively !ssoci!ted with repurch!se intentions% li=elihood of reco33endin& ! product or service% loy!lty !nd profit!bilityG( 5oy!l custo3ers would purch!se fro3 the fir3 over !n e:tended ti3e (9v!ns !nd Ber3!n%)JJI)( #uiltin!n% P!ul !nd M!dden ()JJI) s!id th!t s!tisfied custo3ers !re 3ore li=ely to be repe!t (!nd even beco3e loy!l) custo3ers( <he rese!rch p!per reve!ls th!t they !re not hi&hly s!tisfied with the services provided by Bi& b!-!!r% so there si ! @uestion of loy!lty with the custo3ers( <he chi s@u!re reve!ls th!t there is no si&nific!nt re!ltion with the occup!tion !nd the loc!tion of Bi& B!-!!r( "iv!d!s !nd B!=er-Prewitt (E***)B M"!tisf!ction !lso influences the li=elihood of reco33endin& ! dep!rt3ent!l store !s well !s repurch!se but h!s no direct i3p!ct on loy!lty( <hus s!tisf!ction in itself will not tr!nsl!te into loy!lty( .owever% s!tisf!ction will foster loy!lty to the e:tent th!t it is ! prere@uisite for 3!int!inin& ! f!vor!ble rel!tive !ttitude !nd for reco33endin& !nd repurch!sin& fro3 the store( Once custo3ers reco33end ! dep!rt3ent store it fosters both rep!tron!&e !nd loy!lty tow!rds th!t store( <hus the =ey to &ener!tin& loy!lty is to &et custo3ers to reco33end ! store to others( Also% custo3ers !re li=ely to reco33end ! dep!rt3ent store when they !re s!tisfied with th!t store !nd when they h!ve ! f!vor!ble rel!tive !ttitude tow!rds th!t storeG( <he s!tisf!ctions of custo3ers !re reve!led in the p!r=in&% loc!tion !nd 3erch!ndisin& of Bi& B!-!!r( 9v!ns !nd Ber3!n ()JJI)B M,o3p!nies with s!tisfied custo3ers h!ve ! &ood opportunity to convert the3 into loy!l custo3ers / who purch!ses fro3 those fir3s over !n e:tended periodG( <he e:perience with Bi& B!-!!r see3s to be 3oder!tely s!tisfied% so Bi& b!-!!r need to t!=e 3e!sures to ret!in the e:istin& custo3ers( ,l!r=e (E**)) s!id% M! business th!t focuses e:clusively on custo3er s!tisf!ction runs the ris= of beco3in& !n undifferenti!ted br!nd whose custo3ers believe only th!t it 3eets the 3ini3u3 perfor3!nce criteri! for the c!te&ory( 5on&-ter3 custo3er retention in co3petitive 3!r=ets re@uires the supplier to &o beyond 3ere b!sic s!tisf!ction !nd to loo= for w!ys of est!blishin& ties of loy!lty th!t will help w!rd off co3petitor !tt!c=G( Most of the custo3ers !re 3uch s!tisfied with the clothin& br!nd with Bi& B!-!!r( <he percent!&e !n!lysis !nd ,hi s@u!re prove the s!3e( "iv!d!s !nd B!=er-Prewitt (E***) !lso s!id th!t it is not 3erely enou&h to s!tisfy ! custo3er( Accordin& to Reichheld ()JJF)% F1 to H1 percent of custo3ers who defect to co3petitors6 br!nds s!y they were either s!tisfied or very s!tisfied with the product or service they left( <herefore% in order to ensure th!t custo3ers do not defect% Bowen !nd ,hen !re correct to s!y th!t custo3ers 3ust to be e:tre3ely s!tisfied( As f!r !s or&!ni-!tions !re concerned% they w!nt their custo3ers to be loy!l to the3 !nd custo3er s!tisf!ction does not &u!r!ntee this( Accordin& to "torb!c=! !nd 5entinen (E**))% custo3er s!tisf!ction is not necess!rily ! &u!r!ntee of loy!lty( <hey s!id th!t in cert!in industries up to I1V of custo3ers who switch providers s!y th!t they were Cs!tisfied6 or even Cvery s!tisfied6 with the previous provider( ,usto3ers 3!y ch!n&e providers bec!use of price% or bec!use the co3petitor is offerin& new opportunities% or si3ply bec!use they w!nt so3e v!ri!tion ("torb!c=! !nd 5entinen% E**))( ,l!r=e (E**)) s!id th!t custo3er s!tisf!ction is re!lly no 3ore th!n the price of entry to ! c!te&ory( $or s!tisf!ction to be effective% it 3ust be !ble to cre!te loy!lty !3on&st custo3ers( Re&!rdin& the offers !nd discounts provided% the custo3ers of Bi& B!-!!r !re so3ewh!t s!tisfied(<he !bove rese!rch study reve!ls th!t the c!tch3ent !re! possibility is not possible !t this 3o3ent unless Bi& B!-!!r i3prove the custo3er s!tisf!ction with respect to v!rious f!ctors such !s ,usto3er service% %pricin&%f!vour!ble !nd &ood e:perience which enh!nce custo3er loy!lty etc(

CONCLUSION
<he rese!rches study ! cle!r ide! to underst!nd the c!tch3ent !re! of 8!d!p!l!ni br!nch( ,usto3er s!tisf!ction is secret code for the success in business% <herefore in this study the rese!rcher !n!ly-es s!tisf!ction level of e!ch dep!rt3ent( ,usto3er e:ecutives should be &iven the product =nowled&e to &ive the better service to custo3ers( Mobiles dep!rt3ent in Bi& B!-!!r should be i3proved to &et the s!tisf!ction of custo3ers( 5ive de3onstr!tion !nd better service c!n be &iven to custo3ers( #reen B!&s c!n be introduced in Bi& B!-!!r !s their corpor!te soci!l responsibility tow!rds the society( B!sed on the views !nd rese!rch done by nu3erous rese!rchers !nd !c!de3ici!ns% it c!n be concluded th!t custo3er s!tisf!ction is very i3port!nt( <hus% thou&h custo3er s!tisf!ction does not &u!r!ntee repurch!se on the p!rt of the custo3ers but still it pl!ys ! very i3port!nt p!rt in ensurin& custo3er loy!lty !nd retention( <his point h!s been echoed by #erpott et !l( (E**)) when they s!id Mcusto3er s!tisf!ction is ! direct deter3inin& f!ctor in custo3er loy!lty% which% in turn% is ! centr!l deter3in!nt of custo3er retentionG( <herefore% or&!ni-!tions should !lw!ys strive to ensure th!t their custo3ers !re very s!tisfied(

REFERENCES
Anton% J(% )JJF% ,usto3er Rel!tionship M!n!&e3entB M!=in& .!rd Decisions with "oft 'u3bers% 7pper "!ddle River% Prentice-.!ll( Be!rden% ?illi!3 O( !nd Jess 9( <eel )JH0( K"elected Deter3in!nts of ,onsu3er "!tisf!ction !nd ,o3pl!int Reports(K Journ!l of M!r=etin& Rese!rch E* ($ebru!ry)B E)-EH( 0( Bolton% Ruth '( !nd J!3es .( Drew( )JJ)( KA Multist!&e Model of ,usto3ersN Assess3ents of "ervice Su!lity !nd 8!lue(K Journ!l of ,onsu3er Rese!rch )I (M!rch)B 0I1-0H+( +( Bowen% J( <( ; ,hen% "( 5(% M!y E**)% <he Rel!tionship Between ,usto3er 5oy!lty !nd ,usto3er "!tisf!ction% ntern!tion!l Journ!l of ,onte3por!ry .ospit!lity M!n!&e3ent% pp( E)0-E)I( 1( ,!dotte% 9rnest R(% Robert B( ?oodruff% !nd Ro&er 5( Jen=ins( )JHI( K9:pect!tions !nd 'or3s in Models of ,onsu3er "!tisf!ction(K Journ!l of M!r=etin& Rese!rch E+ (Au&ust)B 0*1-0)+( F( ,!rdo-o% Rich!rd '( )JF1( KAn 9:peri3ent!l "tudy of ,onsu3er 9ffort% 9:pect!tion !nd "!tisf!ction(K Journ!l of M!r=etin& Rese!rch E (Au&ust)B E++-E+J( I( ,hurchill% #ilbert A(% Jr( )JIJ( KA P!r!di&3 for Developin& Better Me!sures of M!r=etin& ,onstructs(K Journ!l of M!r=etin& Rese!rch )F ($ebru!ry)B F+-I0( H( ,l!r=% M(% )JJI% Modellin& the 3p!ct of ,usto3er-93ployee Rel!tionships on ,usto3er Retention R!tes in ! M!4or 7> Ret!il B!n=% M!n!&e3ent Decisions% 01 (+)% pp( EJ0-0*)( J( ,l!r=e% >(% E**)% ?h!t Price on 5oy!lty ?hen ! Br!nd "witch is Just ! ,lic= Aw!yW% Su!lit!tive M!r=et Rese!rchB An ntern!tion!l Journ!l% + (0)% pp( )F*)FH( )*( ,ote% Joseph A( !nd M( Ron!ld Buc=ley( )JHH( KMe!sure3ent 9rror !nd <heory <estin& in ,onsu3er Rese!rchB An llustr!tion of the 3port!nce of ,onstruct 8!lid!tion(K Journ!l of ,onsu3er Rese!rch )+ (M!rch)B 1IJ-1HE( )( E(

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VOLUME NO. 3 (2012), ISSUE N O. 9 (S EPTEMBER)

ISSN 0976-2183

))( ,o:% 9li P( )JH*( K<he Opti3!l 'u3ber of Response Altern!tives for ! "c!leB A Review(K Journ!l of M!r=etin& Rese!rch( EI ('ove3ber)B +*I-+EE( )E( ,ronin% J( Joseph% Jr( !nd "teven A( <!ylor( )JJE( KMe!surin& "ervice Su!lityB A Ree:!3in!tion !nd 9:tension(K Journ!l of M!r=etin& 1F (July)B 11-FH( )0( D!y% R!lph 5( )JH+( KModelin& ,hoices A3on& Altern!tive Responses to Diss!tisf!ction(K Adv!nces in ,onsu3er Rese!rch ))( 9d( ?illi!3 D( Perre!ult( Atl!nt!% #AB Associ!tion for ,onsu3er Rese!rch% +JF-+JJ( )+( 9v!ns% J( R( ; 5inds!y% ?( M(% )JJF% <he M!n!&e3ent !nd ,ontrol of Su!lity( 0rd ed(% "t( P!ul% ?est Publishin& ,o3p!ny( $ornell% ,(% )JJE% A '!tion!l ,usto3er "!tisf!ction B!ro3eterB the "wedish 9:perience% Journ!l of M!r=etin&% 8ol( 1F% pp( )-)H( )1( $ornell% ,l!es( )JJE( KA '!tion!l ,usto3er "!tisf!ction B!ro3eterB <he "wedish 9:perience(K Journ!l of M!r=etin& 1F (J!nu!ry)B F-E)( )F( #!rdi!l% "!r!h $isher% D( "cott ,le3ons% Robert B( ?oodruff% D!vid ?( "chu3!nn% !nd M!ry J!ne Burns( )JJ+( K,o3p!rin& ,onsu3ersN Rec!ll of Prepurch!se !nd Postpurch!se Product 9v!lu!tion 9:periences(K Journ!l of ,onsu3er Rese!rch E* (M!rch)B 1+H-1F*( )I( #uiltin!n% J( P(% P!ul% #( ?( ; M!dden% <( J(% )JJI% M!r=etin& M!n!&e3entB "tr!te&ies !nd Pro&r!3s( Fth ed(% 'ew 2or=% Mc#r!w-.ill( )H( .!lste!d Di!ne% D!vid .!rt3!n% !nd "!ndr! 5( "ch3idt( )JJ+( KMultisource 9ffects on the "!tisf!ction $or3!tion Process(K Journ!l of the Ac!de3y of M!r=etin& "cience EE ("prin&)B ))+-)EJ( )J( .!nse3!r=% O( ,( ; Albinson% M(% E**+% ,usto3er "!tisf!ction !nd RetentionB <he 9:periences of ndividu!l 93ployees% M!n!&in& "ervice Su!lity% )+ ())% pp( +*- 1I E*( .ow!rd% John A( !nd J('( "heth( )JFJ( <he <heory of Buyer Beh!vior( 'ew 2or=B John ?iley !nd "ons( E)( M!ddo:% R( 'eil( )JH)( K<wo-$!ctor <heory !nd ,onsu3er "!tisf!ctionB Replic!tion !nd 9:tension(K Journ!l of ,onsu3er Rese!rch H (June)B JI-)*E( EE( M!no% .!i3 !nd Rich!rd 5( Oliver( )JJ0( KAssessin& the Di3ension!lity !nd "tructure of the ,onsu3ption 9:perienceB 9v!lu!tion% $eelin&% !nd "!tisf!ction(K Journ!l of ,onsu3er Rese!rch E* (Dece3ber)B +1)-+FF( E0( M!rsh% .erbert ? !nd Ale:!nder "eeshin& 2eun&( )JJJ( K<he 5!bility of Psycholo&ic!l R!tin&sB <he ,h!3eleon 9ffect in #lob!l "elf-9stee3(K Person!lity !nd "oci!l Psycholo&y Bulletin E1 ())B +J-F+( E+( Mitt!l% 8i=!s% P!n=!4 >u3!r% !nd Mich!el <siros( )JJJ( KAttribute-5evel Perfor3!nce% "!tisf!ction% !nd Beh!vior!l ntentions over <i3eB A ,onsu3ption"yste3 Appro!ch(K Journ!l of M!r=etin& F0 (April)B HH-)*)( E1( Mowen% John ,( !nd Mich!el Minor( )JJH( ,onsu3er Beh!vior 1th edition( 7pper "!ddle River% 'JB Prentice-.!ll% nc( EF( Oliver% Rich!rd 5( )JH*( KA ,o&nitive Model of the Antecedents !nd ,onse@uences of "!tisf!ction Decisions(K Journ!l of M!r=etin& Rese!rch )I ("epte3ber)B +F*-+FJ( EI( Peterson% Robert A( !nd ?illi!3 R( ?ilson( )JJE( KMe!surin& ,usto3er "!tisf!ctionB $!ct !nd Artif!ct(K Journ!l of the Ac!de3y of M!r=etin& "cience E* (?inter)B F)-I)( EH( Richins% M!rsh! )JJI( KMe!surin& 93otions in the ,onsu3ption 9:perience(K Journ!l of ,onsu3er Rese!rch E+ ("epte3ber)% )EI-)+F( EJ( "chiff3!n% 5eon #( !nd 5eslie 5!-!r >!nu=( E***( ,onsu3er Beh!vior Ith edition( 7pper "!ddle River% 'JB Prentice-.!ll% nc( 0*( "iv!d!ss% 9( ; B!=er-Prewitt% J( 5(% E***% An 9:!3in!tion of the Rel!tionship Between "ervice Su!lity% ,usto3er "!tisf!ction% !nd "tore 5oy!lty% ntern!tion!l Journ!l of Ret!il ; Distribution M!n!&e3ent% EH (E)% pp( I0-HE( 0)( "3ith% A3y >(% Ruth '( Bolton% !nd J!net ?!&ner( )JJJ( KA Model of ,usto3er "!tisf!ction with "ervice 9ncounters nvolvin& $!ilure !nd Recovery(K Journ!l of M!r=etin& Rese!rch 0F (Au&ust)B 01F-0IE( 0E( "olo3on% Mich!el R( )JJJ( ,onsu3er Beh!vior +th edition( 7pper "!ddle River% 'JB Prentice-.!ll% nc( 00( "pren&% Rich!rd A(% "cott B( M!c>en-ie% !nd Rich!rd ?( Olsh!vs=y( )JJF( KA Ree:!3in!tion of the Deter3in!nts of ,onsu3er "!tisf!ction(K Journ!l of M!r=etin& F* (July)B )1-0E( 0+( <!:% "tephen "(% "tephen ?( Brown% !nd Mur!li ,h!ndr!she=!r!n )JJH( K,usto3er 9v!lu!tions of "ervice ,o3pl!int 9:periencesB 3plic!tions for Rel!tionship M!r=etin&(K Journ!l of M!r=etin& FE (April)% F*-IF( 01( ?oodruff% Robert B(% 9rnest R( ,!dotte% !nd Ro&er 5( Jen=ins( )JH0( KModelin& ,onsu3er "!tisf!ction Processes 7sin& 9:perience-B!sed 'or3s(K Journ!l of M!r=etin& Rese!rch E* (Au&ust)B EJF-0*+( 0F( 2i% 2ou4!e( )JJ*( KA ,ritic!l Review of ,onsu3er "!tisf!ction(K in Review of M!r=etin&( 9d( 8!l!rie A( Leith!3l( ,hic!&oB A3eric!n M!r=etin& Associ!tion% FH-)E0( 0I( L!4onc% Robert B( )JH*( K$eelin& !nd <hin=in&B Preferences 'eed 'o nferences(K A3eric!n Psycholo&ist 01 ($ebru!ry)B )1)-)I1(

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VOLUME NO. 3 (2012), ISSUE N O. 9 (S EPTEMBER)

ISSN 0976-2183

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VOLUME NO. 3 (2012), ISSUE N O. 9 (S EPTEMBER)

ISSN 0976-2183

INTERNATIONAL JOURNAL OF RESEARCH IN COMMERCE & MANAGEMENT


A Monthly Double-Blind Peer Reviewed (Refereed/Juried) Open Access ntern!tion!l e-Journ!l - ncluded in the ntern!tion!l "eri!l Directories

www(i4rc3(or&(in