Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products

Home > 2022, Vol. 13, No. 2 > Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products

Published:

Download PDF

| Download HTML

Authors

Manoj Govindaraj, Ravishankar Krishnan, Jenifer Lawrence, and Nitika Sharma

DOI Number
https://doi.org/10.15415/jtmge.2022.132005

Keywords
Services provided, Retails outlets, Influence, Customer satisfaction

Abstract

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. By employing standardized regression weights, our research uncovers that reliability stands out as the most paramount dimension affecting customer satisfaction. The unwavering assurance of consistent and dependable service delivery emerges as a pivotal aspect in enhancing overall customer satisfaction and fostering lasting customer loyalty. Our 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.

In light of these results, it is clear that 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.

References

Abu, N. K. (2004). Service quality dimensions: A study on various sizes of grocery retailers–A conceptual paper. Proceeding of IBBC, 633-642.
Andersen, T. C., & Bjerrum, T. C. B. (2016). Service and data driven multi business model platform in a world of persuasive technologies. Journal of Multi Business Model Innovation and Technology, 4(1), 47-60. https://doi.org/10.13052/jmbmit2245-456X.413
Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of marketing, 58(3), 53-66. https://doi.org/10.1177/002224299405800304
Belén del Río, A., Vázquez, R., & Iglesias, V. (2001). The effects of brand associations on consumer response. The Journal of Consumer Marketing, 18(5), 410–425. https://doi.org/10.1108/07363760110398808
Darian, J. C., Wiman, A. R., & Tucci, L. A. (2005). Retail patronage intentions: the relative importance of perceived prices and salesperson service attributes. Journal of Retailing and Consumer Services, 12(1), 15–23. https://doi.org/10.1016/j.jretconser.2004.01.002
Dholakia, R., & Zhao, R. (2010). Effects of online store attributes on customer satisfaction and repurchase intentions. International Journal of Retail & Distribution Management, 38(7), 482–496. https://doi.org/10.1108/09590551011052098
Hui, T. L., Chern, B. H., & Othman, M. (2011). Development of service quality dimensions in Malaysia the case of a multicultural society. SEGI Review, 4, 93-108.
Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411-430.
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International journal of bank marketing, 33(4), 404-422. https://doi.org/10.1108/IJBM-04-2014-0048
Keshavarz, Y., & Jamshidi, D. (2018). Service quality evaluation and the mediating role of perceived value and customer satisfaction in customer loyalty. International Journal of Tourism Cities, 4(2), 220–244. https://doi.org/10.1108/ijtc-09-2017-0044
Kim, M., Kwak, H., Jung, H., Lee, M., Kim, O., Kim, H., & Kim, S. (2017). Consumer perception of bread depending on wheat origin in relation to physicochemical characteristics of wheat flour. Emirates Journal of Food and Agriculture, 1. https://doi.org/10.9755/ejfa.ejfa-2016-08-1131
Kim, W., & Han, H. (2008). Determinants of restaurant customers’ loyalty intentions: A mediating effect of relationship quality. Journal of Quality Assurance in Hospitality & Tourism, 9(3), 219–239. https://doi.org/10.1080/15280080802412727
Koschate-Fischer, N., Hoyer, W. D., Stokburger-Sauer, N. E., & Engling, J. (2018). Do life events always lead to change in purchase? The mediating role of change in consumer innovativeness, the variety seeking tendency, and price consciousness. Journal of the Academy of Marketing Science, 46(3), 516–536. https://doi.org/10.1007/s11747-017-0548-3
Macdonald, E. K., & Sharp, B. M. (2000). Brand awareness effects on consumer decision making for a common, repeat purchase product: A replication. Journal of Business Research, 48(1), 5–15. https://doi.org/10.1016/s0148-2963(98)00070-8
Olaru, D., Purchase, S., & Peterson, N. (2008). From customer value to repurchase intentions and recommendations. Journal of Business & Industrial Marketing, 23(8), 554-565. https://doi.org/10.1108/08858620810913362
Robinson, W. T., Fornell, C., & Sullivan, M. (1992). Are market pioneers intrinsically stronger than later entrants? Strategic Management Journal, 13(8), 609–624. https://doi.org/10.1002/smj.4250130804
Roe, B., Teisl, M. F., Levy, A. S., Boyle, K., Messonnier, M. L., Riggs, T. L., Herrmann, M. J., & Newman, F. M. (2001). Consumers’ assessment of the food safety problem for meals prepared at home and reactions to food safety labeling. Journal of Food Products Marketing, 6(4), 9–26. https://doi.org/10.1300/j038v06n04_03
Sánchez-Fernández, R., Iniesta-Bonillo, M. Á., & Holbrook, M. B. (2009). The conceptualisation and measurement of consumer value in services. International Journal of Market Research, 51(1), 1–17. https://doi.org/10.1177/147078530905100108
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175. https://doi.org/10.1016/S0167-8116(03)00016-8

How to Cite

Manoj Govindaraj, Ravishankar Krishnan, Jenifer Lawrence, and Nitika Sharma . Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products. J.Technol. Manag. Grow. Econ.. 2022, 13, 85-94

Services Provided by Retails Outlets and Their Influence on Customer Satisfaction in Case of Home Appliances and Electronic Products

Current Issue

Periodicity	Biannually
Issue-1	May
Issue-2	November
ISSN Print	0976-545X
ISSN Online	2456-3226
RNI No.	CHAENG/2013/50088

OA Policy

Publisher's policy of the journal at Sherpa UK for the submitted, accepted, and published articles. Click OAPolicy

Plan-S Compliance

To check compliance, one has to use the Journal Check Tool (JCT). This tool provided by cOAlition S (European funders) for the researchers (fundee) to check the compliance with the journal.

Recommend journal to your library

You can recommend the journal being a researcher or faculty member to your library. We will post a copy of the Journal to your library on your behalf at free of cost.
Click here: Recommend Journal

Preprint Arxiv Submission

The authors are encouraged to submit the author’s copy (preprint) to appropriate preprint archives e.g. https://arxiv.org and/or on https://indiarxiv.org or institutional repositories (e.g., D Space) before paper acceptance by the editor of Journal. After publications of the paper author(s) should mention the citation information, title and abstract along with DOI number of the publication carefully on the required page of the depository(ies).

Contact: Phone: +91-172-2741000, +91-172-4691800

Email : editor.tmg@chitkara.edu.in;

Abstract and Indexing

Information

This work is licensed under a Creative Commons Attribution 4.0 International License.

Articles in Journal of Technology Management for Growing Economies(J.Technol. Manag. Grow. Econ.) by Chitkara University Publications are Open Access articles that are published with licensed under a Creative Commons Attribution- CC-BY 4.0 International License. Based on a work at https://tmg.chitkara.edu.in/. This license permits one to use, remix, tweak and reproduction in any medium, even commercially provided one give credit for the original creation.

View Legal Code of the above-mentioned license, https://creativecommons.org/licenses/by/4.0/legalcode

View Licence Deed here https://creativecommons.org/licenses/by/4.0/