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9 (S EPTEMBER)
ISSN 0976-2183
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
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CONTENTS
Sr. No.
Page No.
1( 2( 3( $( %( #( (( 8( +( 1*( 11( 12( 13( 1$( 1%( 1#( 1(( 18( 1+( 2*( 21( 22( 23( 2$( 2%( 2#( 2(( 28( 2+( 3*(
1 8 1# 22 28 3$ 38 $2 %2 %+ #2 (1 (( 8* 8% +1 +% 1*2 1*( 11* 11# 122 128 133 138 1$3 1$( 1%1 1%( 1#1 1#%
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CHIEF PATRON
PROF0 K0 K0 AGGARWAL
,h!ncellor% 5in&!y!6s 7niversity% Delhi $ounder 8ice-,h!ncellor% #uru #obind "in&h ndr!pr!sth! 7niversity% Delhi 9:( Pro 8ice-,h!ncellor% #uru J!3bheshw!r 7niversity% .is!r
FOUNDER PATRON
LATE SH0 RAM BHAJAN AGGARWAL
$or3er "t!te Minister for .o3e ; <ouris3% #overn3ent of .!ry!n! $or3er 8ice-President% D!dri 9duc!tion "ociety% ,h!r=hi D!dri $or3er President% ,hin!r "ynte: 5td( (<e:tile Mills)% Bhiw!ni
COCO-ORDINATOR
DR0 SAMBHAV GARG
$!culty% M( M( nstitute of M!n!&e3ent% M!h!rishiM!r=!ndeshw!r7niversity% Mull!n!% A3b!l!% .!ry!n!
ADVISORS
DR0 PRIYA RANJAN TRIVEDI
,h!ncellor% <he #lob!l Open 7niversity% '!&!l!nd
PROF0 M0 N0 SHARMA
,h!ir3!n% M(B(A(% .!ry!n!,olle&e of <echnolo&y ; M!n!&e3ent% >!ith!l
PROF0 S0 L0 MAHANDRU
Princip!l (Retd()% M!h!r!4!A&r!sen,olle&e% J!&!dhri
EDITOR
PROF0 R0 K0 SHARMA
Professor% Bh!rti 8idy!peeth 7niversity nstitute of M!n!&e3ent ; Rese!rch% 'ew Delhi
COCO-EDITOR
DR0 BHAVET
$!culty% M( M( nstitute of M!n!&e3ent% M!h!rishiM!r=!ndeshw!r7niversity% Mull!n!% A3b!l!% .!ry!n!
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DR0 SAMBHAVNA
$!culty% ( (<(M(% Delhi
MOHITA
$!culty% 2!3un! nstitute of 9n&ineerin& ; <echnolo&y% 8ill!&e #!dholi% P( O( #!dhol!% 2!3un!n!&!r
ASSOCIATE EDITORS
PROF0 NAWAB ALI KHAN
Dep!rt3ent of ,o33erce% Ali&!rh Musli3 7niversity% Ali&!rh% 7(P(
PROF0 V0 SELVAM
""5% 8 < 7niversity% 8ellore
PROF0 N0 SUNDARAM
8 <7niversity% 8ellore
TECHNICAL ADVISOR
AMITA
$!culty% #overn3ent M( "(% Moh!li
MOHITA
$!culty% 2!3un! nstitute of 9n&ineerin& ; <echnolo&y% 8ill!&e #!dholi% P( O( #!dhol!% 2!3un!n!&!r
FINANCIAL ADVISORS
DICKIN GOYAL
Advoc!te ; <!: Adviser% P!nch=ul!
NEENA
nvest3ent ,onsult!nt% ,h!3b!&h!t% "ol!n% .i3!ch!l Pr!desh
LEGAL ADVISORS
JITENDER S0 CHAHAL
Advoc!te% Pun4!b ; .!ry!n! .i&h ,ourt% ,h!ndi&!rh 7(<(
SUPERINTENDENT
SURENDER KUMAR POONIA
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
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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( +(
<here is no need to &ive !ny te:t in the body of 3!il% e:cept the c!ses where the !uthor wishes to &ive !ny specific 3ess!&e w(r(t( to the 3!nuscript( <he tot!l si-e of the file cont!inin& the 3!nuscript is re@uired to be below %** KB( Abstr!ct !lone will not be considered for review% !nd the !uthor is re@uired to sub3it the co3plete 3!nuscript in the first inst!nce( <he 4ourn!l &ives !c=nowled&e3ent w(r(t( the receipt of every e3!il !nd in c!se of non-receipt of !c=nowled&3ent fro3 the 4ourn!l% w(r(t( the sub3ission of 3!nuscript% within two d!ys of sub3ission% the correspondin& !uthor is re@uired to de3!nd for the s!3e by sendin& sep!r!te 3!il to the 4ourn!l(
MANUSCRIPT TITLE" <he title of the p!per should be in ! )E point ,!libri $ont( t should be bold typed% centered !nd fully c!pit!lised( AUTHOR NAME &S' & AFFILIATIONS" <he !uthor (s) 8F?? 2167% H7,5>214592% 1885?514592 (s)% 1HH;7,,% 69I5?7A?12H?527 2F6I7;,% !nd 7615?A1?47;2147 7615? 1HH;7,, should be in it!lic ; ))-point ,!libri $ont( t 3ust be centered underne!th the title( ABSTRACT" Abstr!ct should be in fully it!lici-ed te:t% not e:ceedin& E1* words( <he !bstr!ct 3ust be infor3!tive !nd e:pl!in the b!c=&round% !i3s% 3ethods% results ; conclusion in ! sin&le p!r!( Abbrevi!tions 3ust be 3entioned in full(
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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(
I( H( J(
FIGURES & TABLES" <hese should be si3ple% cryst!l cle!r% centered% sep!r!tely nu3bered ;self e:pl!ined% !nd 454?7, 6F,4 I7 1I9G7 4C7 41I?7A85>F;7( S9F;<7, 98 H141 ,C9F?H I7 67245927H I7?9D 4C7 41I?7A85>F;7( t should be ensured th!t the t!bles/fi&ures !re referred to fro3 the 3!in te:t( E!UATIONS"<hese should be consecutively nu3bered in p!rentheses% hori-ont!lly centered with e@u!tion nu3ber pl!ced !t the ri&ht( REFERENCES" <he list of !ll references should be !lph!betic!lly !rr!n&ed( <he !uthor (s) should 3ention only the !ctu!lly utilised references in the prep!r!tion of 3!nuscript !nd they !re supposed to follow H1;G1;H S43?7 98 R787;72<52>( <he !uthor (s) !re supposed to follow the references !s per the followin&B All wor=s cited in the te:t (includin& sources for t!bles !nd fi&ures) should be listed !lph!betic!lly( 7se (7H0) for one editor% !nd (7H0,' for 3ultiple editors( ?hen listin& two or 3ore wor=s by one !uthor% use --- (E*::)% such !s !fter >ohl ()JJI)% use --- (E**))% etc% in chronolo&ic!lly !scendin& order( ndic!te (openin& !nd closin&) p!&e nu3bers for !rticles in 4ourn!ls !nd for ch!pters in boo=s( <he title of boo=s !nd 4ourn!ls should be in it!lics( Double @uot!tion 3!r=s !re used for titles of 4ourn!l !rticles% boo= ch!pters% dissert!tions% reports% wor=in& p!pers% unpublished 3!teri!l% etc( $or titles in ! l!n&u!&e other th!n 9n&lish% provide !n 9n&lish tr!nsl!tion in p!rentheses( <he loc!tion of endnotes within the te:t should be indic!ted by superscript nu3bers( PLEASE USE THE FOLLOWING FOR STYLE AND PUNCTUATION IN REFERENCES"
BOOKS
Bowerso:% Don!ld J(% ,loss% D!vid J(% ()JJF)% K5o&istic!l M!n!&e3ent(K <!t! Mc#r!w% .ill% 'ew Delhi(
.un=er% .(5( !nd A(J( ?ri&ht ()JF0)% K$!ctors of ndustri!l 5oc!tion in OhioK Ohio "t!te 7niversity% 'i&eri!( CONTRIBUTIONS TO BOOKS "h!r3! <(% >w!tr!% #( (E**H) 9ffectiveness of "oci!l Advertisin&B A "tudy of "elected ,!3p!i&ns% ,orpor!te "oci!l Responsibility% 9dited by D!vid ,rowther ; 'ichol!s ,!p!ldi% Ash&!te Rese!rch ,o3p!nion to ,orpor!te "oci!l Responsibility% ,h!pter )1% pp EHI-0*0( JOURNAL AND OTHER ARTICLES "che3enner% R(?(% .uber% J(,( !nd ,oo=% R(5( ()JHI)% K#eo&r!phic Differences !nd the 5oc!tion of 'ew M!nuf!cturin& $!cilities%K Journ!l of 7rb!n 9cono3ics% 8ol( E)% 'o( )% pp( H0-)*+( CONFERENCE PAPERS #!r&% "!3bh!v (E*)))B KBusiness 9thicsK P!per presented !t the Annu!l ntern!tion!l ,onference for the All ndi! M!n!&e3ent Associ!tion% 'ew Delhi% ndi!% )J/EE June( UNPUBLISHED DISSERTATIONS AND THESES >u3!r "( (E*)))B K,usto3er 8!lueB A ,o3p!r!tive "tudy of Rur!l !nd 7rb!n ,usto3ers%K <hesis% >uru=shetr! 7niversity% >uru=shetr!( ONLINE RESOURCES Alw!ys indic!te the d!te th!t the source w!s !ccessed% !s online resources !re fre@uently upd!ted or re3oved( #!r&% Bh!vet (E*)))B <ow!rds ! 'ew '!tur!l #!s Policy% Politic!l ?ee=ly% 8iewed on J!nu!ry *)% E*)E httpB//epw(in/user/view!bstr!ct(4sp WEBSITES
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A DESCRIPTIVE STUDY ON CATCHMENT AREA ANALYSIS AND CUSTOMER SATISFACTION TOWARDS BIG BAZAAR WITH SPECIAL REFERENCE TO VADAPALANI BRANCH, CHENNAI
DR. VIMALA SANJEEVKUMAR ASSOCIATE PROFESSOR COB SCHOOL OF MANAGEMENT UNIVERSITI OF UTARA SINTOK, KEDAH, MALAYSIA DR. SRI RAMACHANDRAN DIRECTOR - MANAGEMENT STUDIES MAHENDRA COLLEGE OF ENGINEERING SALEM CAMPUS SALEM PAVAN KUMAR .U 1 !-A, TK STREET 1ST FLOOR NEAR SUKRAWARPET COIMBATORE S. DHANALAKSHMI LECTURER - MANAGEMENT SCIENCES MAHENDRA COLLEGE OF ENGINEERING SALEM CAMPUS SALEM
ABSTRACT
Cus !"#$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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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( $or this re!son surveys !re necess!ry to 3e!sure !nd tr!c= custo3er s!tisf!ction( Developin& ! custo3er s!tisf!ction pro&r!33e is not 4ust !bout c!rryin& out ! survey( "urveys provide the re!din& th!t shows where !ttention is re@uired but in 3!ny respects% this is the e!sy p!rt( 8ery often% 3!4or lon& l!stin& i3prove3ents need ! fund!3ent!l tr!nsfor3!tion in the co3p!ny% prob!bly involvin& tr!inin& of the st!ff% possibly involvin& cultur!l ch!n&e( <he result should be fin!nci!lly benefici!l with less custo3er churn% hi&her 3!r=et sh!res% pre3iu3 prices% stron&er br!nds !nd reput!tion% !nd h!ppier st!ff( .owever% there is ! price to p!y for these i3prove3ents(
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<he product
!F1?543 of the product L72>4C of life of the product D7,5>2 of the product C92,5,472<3 of @u!lity R12>7 of products P;9<7,,5I5?543 of the product
Delivery
Delivery 92 4567 & SE77H 98 H7?5G7;3
<he co3p!ny
"t!ff ; "ervice
Price
C9F;47,3 fro3 s!les st!ff nvoice <?1;543 nvoices 92 4567 Represent!tiveNs 1G15?1I5?543 Represent!tiveNs B29D?7H>7 R7?51I5?543 of returnin& c!lls F;572H?527,, of the s!les st!ff M!r=et E;5<7
"ervice
30
REVIEW OF LITERATURE
?hile the liter!ture cont!ins si&nific!nt differences in the definition of s!tisf!ction% !ll the definitions sh!re so3e co33on ele3ents( ?hen e:!3ined !s ! whole% three &ener!l co3ponents c!n be identifiedB )) consu3er s!tisf!ction is ! response (e3otion!l or co&nitive)A E) the response pert!ins to ! p!rticul!r focus (e:pect!tions% product% consu3ption e:perience% etc()A !nd 0) the response occurs !t ! p!rticul!r ti3e (!fter consu3ption% !fter choice% b!sed on !ccu3ul!ted e:perience% etc)( ,onsu3er responses followed ! &ener!l p!ttern si3il!r to the liter!ture( "!tisf!ction w!s co3prised of three b!sic co3ponents% ! response pert!inin& to ! p!rticul!r focus deter3ined !t ! p!rticul!r ti3e( F"#$% "& '() 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(
+(
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
#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
#* %* $* 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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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$3(02* SG L 3(0+ R1
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ISSN 0976-2183
N L *08$* TC7 41I?7 G1?F7 5, I752> 89F2H 1, 10+# TC7 <1?<F?147H G1?F7 5, *08$* INFERENCE "ince the c!lcul!ted v!lue is lesser th!n the t!ble v!lue% we !ccept the null hypothesis !nd re4ect the !ltern!te hypothesis( <herefore the respondents !re s!tisfied with clothin& dep!rt3ent in Bi& B!-!!r(
CONCLUSION
<he rese!rches study ! cle!r ide! to underst!nd the c!tch3ent !re! of 8!d!p!l!ni br!nch( ,usto3er s!tisf!ction is secret code for the success in business% <herefore in this study the rese!rcher !n!ly-es s!tisf!ction level of e!ch dep!rt3ent( ,usto3er e:ecutives should be &iven the product =nowled&e to &ive the better service to custo3ers( Mobiles dep!rt3ent in Bi& B!-!!r should be i3proved to &et the s!tisf!ction of custo3ers( 5ive de3onstr!tion !nd better service c!n be &iven to custo3ers( #reen B!&s c!n be introduced in Bi& B!-!!r !s their corpor!te soci!l responsibility tow!rds the society( B!sed on the views !nd rese!rch done by nu3erous rese!rchers !nd !c!de3ici!ns% it c!n be concluded th!t custo3er s!tisf!ction is very i3port!nt( <hus% thou&h custo3er s!tisf!ction does not &u!r!ntee repurch!se on the p!rt of the custo3ers but still it pl!ys ! very i3port!nt p!rt in ensurin& custo3er loy!lty !nd retention( <his point h!s been echoed by #erpott et !l( (E**)) when they s!id Mcusto3er s!tisf!ction is ! direct deter3inin& f!ctor in custo3er loy!lty% which% in turn% is ! centr!l deter3in!nt of custo3er retentionG( <herefore% or&!ni-!tions should !lw!ys strive to ensure th!t their custo3ers !re very s!tisfied(
REFERENCES
Anton% J(% )JJF% ,usto3er Rel!tionship M!n!&e3entB M!=in& .!rd Decisions with "oft 'u3bers% 7pper "!ddle River% Prentice-.!ll( Be!rden% ?illi!3 O( !nd Jess 9( <eel )JH0( K"elected Deter3in!nts of ,onsu3er "!tisf!ction !nd ,o3pl!int Reports(K Journ!l of M!r=etin& Rese!rch E* ($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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))( ,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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At the very outset% ntern!tion!l Journ!l of Rese!rch in ,o33erce !nd M!n!&e3ent ( JR,M) !c=nowled&es ; !ppreci!tes your efforts in showin& interest in our present issue under your =ind perus!l(
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