...Servqual 3 3. Retail Sector 4 3.1 Indian Retail Scene 4 4. Research Methodology 5 4.1 Research Design 5 4.2 Survey Questionnaire 5 4.3 Data Collection: 6 4.4 Findings of the Study 6 5. Relative importance of service quality dimensions for Shoppers Stop 6 5.1 Assessment of service quality gap of Shoppers Stop using SERVQUAL 7 5.2 Service quality gap and weighted service quality score for Shoppers Stop 7 5.3 Overall weighted SERVQUAL score for all the dimensions for Shoppers Stop 7 6. Analysis and Results 8 6.1 Primary Sources 8 6.2 Research Objectives 9 6.3 Hypothesis 9 6.4 Methodology 9 6.5 Pearson’s (r) Correlation 10 6.6 Linear Regression Analysis 11 7.Various suggestions for minimizing the gaps between customers' perceptions and expectations 12 8. Conclusion: 12 This paper attempts to study the service quality of Shoppers Stop in retail sector. Service quality is the degree and direction of discrepancy between consumers' perceptions and expectations in terms of different but relatively important dimensions of service quality. A 22-question (item) SERVQUAL scale measuring five basic dimensions i.e., Tangibles, Reliability, Responsiveness, Assurance and Empathy of service quality was used to understand the service quality of retail sector . Population for the study consisted of customers who have atleast visited one of the stores of Shoppers Stop. The customers were asked to fill an online questionnaire. In all 50 customers were surveyed...
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...1. Product strategies of private life insurance companies 2. A study on “why companies should go for outsourcing” 3. Effectiveness of advertising on real estate sector 4. Study on consumer expectations and perceptions towards consumer loans 5. Workers attrition rate at hotel industry is increasing. Study regarding this issue 6. Attrition rates at different sectors 7. Effectiveness and scope of employee referrals in the process of talent sourcing 8. Study of training needs across different industries 9. Study on creation of luxury brand 10. Strategies used to build successful Internet based customer services 11. Measuring the effectiveness of retail banking of a nationalised bank compared to a MNC 12. Conspicuous consumption 13. Study of awareness and acceptibility of UPVC windows and door systems 14. Opportunities of Financing the NANO’s in Bangalore 15. Changing trends in FMCG industry in India 16. A study of best HR practices in service industry 17. Fundamental analysis of Indian telecom companies 18. Study of consumer behaviour in automobile industry 19. customer buying behaviour towards insurance products 20. Promotion strategies followed in Insurance sector 21. Study on changing consumer preference towards organised retailing from un-organised retailing 22. study on “impact of advertising in B2B marketing” 23. Distribution network & general insurance industry 24. A study on distribution channels in aluminium industry 25. Study on strategies for...
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...project from a2zmba users here. Post your project related queries here.. 1. Product strategies of private life insurance companies 2. A study on "why companies should go for outsourcing" 3. Effectiveness of advertising on real estate sector 4. Study on consumer expectations and perceptions towards consumer loans 5. Workers attrition rate at hotel industry is increasing. Study regarding this issue 6. Attrition rates at different sectors 7. Effectiveness and scope of employee referrals in the process of talent sourcing 8. Study of training needs across different industries 9. Study on creation of luxury brand 10. Strategies used to build successful Internet based customer services 11. Measuring the effectiveness of retail banking of a nationalised bank compared to a MNC 12. Conspicuous consumption 13. Study of awareness and acceptibility of UPVC windows and door systems 14. Opportunities of Financing the NANO's in Bangalore 15. Changing trends in FMCG industry in India 16. A study of best HR practices in service industry 17. Fundamental analysis of Indian telecom companies 18. Study of consumer behaviour in automobile industry 19. customer buying behaviour towards insurance products 20. Promotion strategies followed in Insurance sector 21. Study on changing consumer preference towards organised retailing from un-organised retailing 22. study on "impact of advertising in B2B marketing" 23. Distribution network & general insurance industry 24. A study on distribution...
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... Effect of Orgenised retail on Unorgenised retail in Indian retail market Gupta Himanshu1 Dubey Neetu2 and Patani Pawan3 2 1 Pioneer Institute of Professional Studies, Indore, INDIA Institute of Management and research, IPS Academy, Indore, INDIA 3 Pioneer Institute of Professional Studies, Indore, INDIA Available online at: www.isca.in Received 25th May 2012, revised 28th June 2012, accepted 30th June 2012 Abstract Retail is currently the flourishing sector of the Indian economy. This trend is expected to continue for at least the next twothree decades, and it is attracting huge attention from all entrepreneurs, business heads, investors as well as real estate owners and builders. Availability of quality, retail space, wider availability of products and brand communication are some of the factors that are driving the retail in India Retail sector is also supporting to create huge employment while a new form of organized retail sector has emerged within the retail industry and it gave speedy phase to Indian retail sector. The rationale of the study is twofold: First, to examine the nature of changes in the retail sector taking place due to organized form of retailing and implications of shift to this new form of retailing. Secondly, this area has remained largely an unexplored part of research till date especially in the Indian context. The broad objective of the study is to understand consumer behavior towards organised and unorganised retail stores and to find out...
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...investments at present. The country’s most significant industry is the retail industry (Jain et al, 2009). It is currently the 5th largest retail industry in the world and the industry contributes around 12% to the country’s Gross Domestic Product, it is also expected to grow at a very healthy rate and contribute around 22% by the end of 2011 (Srivastava, 2008). However the dominant sector in the retail industry is the unorganised sector, with the organised sector consisting of only 4% in the total industry. As India as a nation develops, there will be more foreign and domestic players looking to grab a share of the market. Along with domestic companies such as TATA, Future Group etc, Tesco of the UK and Wal-Mart from the USA have already set up plans to expand their business in the country, these are two of the heavy weights in the global retail industry. The organised sector in an effort to retain customers have introduced a variety of loyalty programmes and schemes, however due to the dominance of the unorganised sector in India the effectiveness and the consumer’s perception about such schemes have not been studied comprehensively. Therefore this dissertation aims to understand the consumer’s perception towards such loyalty schemes, how effective they are in building loyalty amongst the organization and the consumer, and to also understand the future and roles of the two retail sectors in the Indian retail industry. Key literature regarding this topic has been reviewed by...
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...scale had the following options of poor, fair, good, very good and excellent and these are the dependent variable. The net score of each respondent is calculated by taking the average of the values of the 5 options. To know the impact of these parameters on service quality using SPSS software. Using SPSS software independent sample t-test performed to know the impact of these 5 parameters on service quality. The results showed that there was no significant difference in the HDFC/ICICI bank’s service quality based on 5 parameters. But, there is significant difference in the HDFC and ICICI bank based on empathy and HDFC bank is better than ICICI bank on the basis of empathy. 2) Introduction The Indian banking sector which was dominated by the public sector banks, witnessed a number of private and foreign banks entering in the Indian banking scenario because of lowering of entry barriers. It has witnessed transformation from a slow business institution to a highly proactive and dynamic entity. Banks have played a major role in the good show of the economy. The Indian banking can be broadly categorized into nationalized (government owned), private banks and...
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...Impact on Customer Satisfaction in the Banking Sector in Malaysia This research focused on the measurement of customer satisfaction through delivery of service quality in the banking sector in Malaysia. This research had shown us that 2 main problems faced by consumers is the issue of banking hours being too rigid and not flexible and standing in line for a long time at the banks is non-productive and a sheer waste of time. A quantitative research had conducted which targeted respondents are the general public who are hold a Savings or Current Account in any of the retail banks in Malaysia from difference background such as genders, ages and so on. Due to the fact that different levels of the society have different expectations and needs…. This research had discuss about the 5 dimensions of servqual towards cust satisfaction which is a Discussion: 1. Assurance has positive relationship with Customer Satisfaction, but without significant effect. Firstly the customers feel that the retail banks have provided enough safety and confidence in their service. In this manner, that retail banks should improve the security concern to the public, many cases had reported that security breach in the internet banking and phone banking, and most of the time is due to the customers’ carelessness and recklessness. Secondly, the customers have given up since all the retail banks are not able to provide the level of safety expected. The customers are hopeless. In this manner, retail bank should...
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...Management in Indian Retail Sector Project Title: - To study the effectiveness of “Waiting Line Management” of two supermarkets. Introduction:- Waiting Line Management- Understanding waiting lines or queues and learning how to manage them is one of the most important areas in operation management. We wait in line every day, from driving to work to checking out at the supermarket. In this project we discuss the basic elements of waiting lines problems and provide standard solutions to solve them. One of the ways of arriving at some of these solutions is queuing theory through which dissimilar delays encountered by customers. Overview of Indian Retail Sector- Retailing in India is one of the pillars of its economy and accounts for 14 to 15 percent of its GDP. The Indian retail market is estimated to be US$ 450 billion and one of the top five retail markets in the world by economic value. India is one of the fastest growing retail markets in the world, with 1.2 billion people. As of 2013, India's retailing industry was essentially owner manned small shops. In 2010, larger format convenience stores and supermarkets accounted for about 4 percent of the industry, and these were present only in large urban centres. The Indian retail industry has experienced high growth over the last decade with a noticeable shift towards organised retailing formats. The industry is moving towards a modern concept of retailing. Main Focus Area Our research focuses upon the retail chain giants such...
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...Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria Author: | Dr. Samuel Eniola anders.hederstierna@bth.se | Title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Translated title: | Customer Satisfaction in the Mobile Telecommunications Industry In Nigeria | Abstract: | Customer satisfaction is a fundamental marketing construct in the last three decades. In the past, it was unpopular and unaccepted concept because companies thought it was more important to gain new customers than retain the existing ones. However, in this present decade, companies have gained better understanding of the importance of customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer support (mobile services attributes) showed strong relationship with satisfaction while age, gender, location and employment variables showed weak relationship. | Subject: | Företagsekonomi - Business Administration\Management Control Företagsekonomi - Business Administration\Marketing Företagsekonomi - Business...
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...Abstract The retail banking industry in the United States has undergone intense change due to regulation since 2008. Retail banks are continually looking for ways to set themselves apart from their competition, as well as retain and grow their customer base. Banks now understand the value of building relationships with their customers and that they need to provide excellent customer service to them as a means of profitability and survival. Understanding the factors behind customer service and its effect on customer loyalty is an important issue for the retail banking industry. This brings up the question “Does customer service influence customer loyalty?” With that question in mind, the following review acknowledges the importance of customer service to customer loyalty and also looks at what factors influence loyalty. The examination takes a look at service and its quality, and the overall effect it has on customer satisfaction and customer loyalty. The findings conclude a direct association among customer service, service quality, customer satisfaction and consumer bank loyalty. Introduction It is generally agreed that the top 3 constructs of building loyalty are: customer service, service quality, and customer satisfaction. This is especially true in people centric service businesses such as retail banking. In today’s competitive business environment many banks are focusing their efforts on having a loyal customer base. Thus, the question arises, “Does customer service...
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......................................... 3 Acknowledgments ............................................................................................................................... 4 1. Introduction ...................................................................................................................................... 5 2. Business Intelligence in Retail Industry: ................................................................................. 6 3. Combining BI in CRM ...................................................................................................................... 7 3.1 Analytical CRM ............................................................................................................................... 7 4. Case Study .......................................................................................................................................... 9 4.1 Customer Relationship background of NTUC Fairprice...
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...EDUCATIONAL INSTITUTE AGRA ,declare that the project work entitled on “CUSTOMER SATISFACTION WITH REFERENCE TO BIG BAZZAR & EASYDAY IN AGRA” was carried by me in the partial fulfillment of B.COM (HON) Programme. It is not been copied from anywhere else. KARAN VERMA B.COM – VI SEM. DEI, AGRA ACKNOWLEDGEMENT “NO MAN IS COMPLETE IN KNOWLEDGE BUT SINGLE RAY OF KNOWLEDGE CAN BE HELPFUL TO MAN”. The research on “CUSTOMERS SATISFACTION WITH REFERENCE YO BIG BAZAAR &EASYDAY IN AGRA” has been given to me as part of the curriculum in Three-Year Bachelors Degree in Commerce. I extend my sincere gratitude to my project guide Mr.Tej Singh, Reader for the guidance given to me during the course of this dissertation. I express my sincere thanks to all the staff of Big Bazaar and all those who have directly or indirectly helped me during I begin my acknowledgement by thanking almighty who was with me all through the way. THE INDIAN RETAIL SCENE India is the country having the most unorganized retail market. Traditionally it is a family’s livelihood, with their shop in the front and house at the back, while they run the retail business. More than 99% retailer’s function in less than 500 square feet of shopping space.Global retail consultants KSA Technopak have estimated that organized retailing in India is expected to touch Rs.35,000 crore in the year 2005-06. The Indian retail sector is estimated at around Rs 900,000 crore, of which the...
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...IOSR Journal of Business and Management (IOSR-JBM) ISSN: 2278-487X. Volume 6, Issue 1 (Nov. - Dec. 2012), PP 16-25 www.iosrjournals.org Organized Retail in the Rural Markets in India 1 Surajit Dey, 2Dr. Sameena Rafat, 3Puja Agarwal 1 (Research Scholar, Department of management, CMJ University, India) 2 (Asst. Professor, IIPM, Lucknow , India) 3 (Management Faculty, Wisdom School of Management, India Abstract: Retail is a buzz word in today’s changing business environment. Different industrial sectors are in the phase of transition from conventional business models to innovative, market driven and consumer centric models. In India retail is not a new word, however the emerging formats of retailing are changing the entire scenario and posing tough challenges in front of Indian retailers. They are now designing customized retail products and services and targeting the untapped segment of the market. Presently, nearly 60% of the population resides in rural India and their retail requirements are partially met by the unorganized retail stores. This study is an attempt to explore the potential of rural retail market of India, accessing their needs for products and brands. The study also aims at developing a business model for the rural retail market in India. I. Introduction: Today Indian consumers are becoming very unpredictable. The consumer today, is richer, younger, eager to accept changes and more aspirational in his/her needs than ever before...
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...“ISSUES AND CHALLENGES IN RETAIL SECTOR AND FOREIGN DIRECT INVESTMENT IN INDIA AND ACROSS THE WORLD” INDRAJIT MITRA B.Sc. LL.B., 4th Sem. 1B-57, KIIT LAW BOYS HOSTEL, CAMPUS 16, KIIT SCHOOL OF LAW, KIIT UNIVERSITY, PATIA, BHUBANESWAR- 751024, ODISHA. Email- imitrakls31@gmail.com Mobile- 09438173993. Abstract Technology has transformed the buying behavior of customers everywhere. Technology in the store is all moving toward integration and more and more savvy customers. Point Of Sale is undergoing major changes because of broadband access, the need and ability for inventory visibility, customers ordering online, returns and pick- up in the store and also the movement toward an ASP (application service provider) model. It is broadband that will help to transfer the information fast and help retailers to serve their customers on time. Business Intelligence & CRM: Learning from International Markets-Customer service and customer satisfaction are the backbone of customer relationships. If an organisation can accurately monitor and measure customer service factors and customer satisfaction, it is easier to make appropriate corrections and ensure customer retention, good client references and new customer acquisition. POS (Point Of Sale)-Point of Sale is a place where actual sale of goods or services occurs. It often refers to the physical cash transfer that takes place between the customer and the seller or the service provider. Third...
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...Human Resource Management Table of Contents Abstract 3 CHAPTER ONE- INTRODUCTION AND BACKGROUND TO THE STUDY 4 1.1 Introduction: 4 1.1.2 Human resource 4 1.1.3 Employee Performance 5 1.2 Background of The Study 6 1.2.1 Retail sector in UK 6 1.2.2 Employees in retail sector 6 1.3 Purpose of the Study 7 1.3.1 Growth potential in UK retail 7 1.3.2 Business Strategy 8 CHAPTER TWO- LITERATURE REVIEW AND ANALYSIS OF RELATED THEORIES 2.1 Significant Literatures and Arguments 10 2.1.1 Working condition and productivity 11 2.1.2 Future outlook of the organization 12 2.1.3 Role of supervisor 12 2.2 Relevant Theories of Human Resource 13 2.2.1 Herzberg’s motivation-hygiene theory 13 2.2.2 Intrinsic and Extrinsic Factors of job satisfaction 14 2.2.3 Maslow’s Hierarchy of needs theory 14 2.2.4 Expectancy Theory 15 2.2.5 Theory X and Theory Y 15 CHAPTER THREE- THE RESEARCH METHODOLOGY 17 3.1 Research background 17 3.1.1 Sample selection 17 3.1.2 Data collection 19 3.1.3 Qualitative research and quantitative research 20 3.1.4 Data structuring 20 3.2 Hypothesis testing 21 3.2.1 Hypotheses to Be Tested 21 3.3 Research Technicalities 22 3.3.1 Measurement of Variable 22 CHAPTER FOUR- PRESENTATION OF FINDINGS 23 4.1 Statistical Representation Of The Survey 23 4.1.1 Key Findings of the Survey 25 4.2 Qualitative Analysis of the Hypotheses 27 4.2.1 Hypothesis #1 27 4.2.2 Hypothesis #2 29 4.2.3 Hypothesis#3 31 CHAPTER...
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