Key Factors Affecting Customer Satisfaction
with Iranian Retailer Stores: Evidence from
Hypermarkets and Supermarkets
--Alireza Fazlzadeh, Samira Sahebalzamani and Babak Sarabi
Modern retailers such as hypermarket/supermarket need to be more customer-oriented to survive in today's competitive business world. Therefore, these service organizations are looking for ways and means to deliver better consumer value, and to increase consumers’ purchase intentions. Organizations can differentiate themselves by making their services easier to consume, that is, more convenient. The study aims to measure the key factors that can influence customer satisfaction in the retailing industry in two different types of grocery stores (hypermarket and supermarket). In order to assess these factors, a sample of 375 buyers was selected from Tabriz, one of the Iran's city. The findings reveal the factors that play a greater role in customer satisfaction, thereby enabling the retail management to meet the customers’ needs.
© 2012 IUP. All Rights Reserved.
Understanding the Drivers for Purchasing Non-Deceptive
Pirated Products: An Indian Experience
-- Tejash Pujara and Sushil Chaurasia
The study aims to understand the drivers for purchasing non-deceptive pirated products and the effect of demographic factors on purchasing criteria for choosing non-deceptive pirated products. The primary data was collected through a structured questionnaire from the respondents in Gandhidham-Adipur, a city in the state of Gujarat in western India, and was analyzed. This study was focused on those buyers (students and nonstudents) who have recently bought counterfeit product/s. Although ‘price’ was found to be a major criterion for identifying and buying pirated products, other non-price drivers were also found to induce the consumers to buy such products. The study also found the impact of demographic characteristic of respondents on the importance attributed to different drivers. Piracy and product counterfeiting are a severe threat to licit companies and consumers alike. As literature abundantly focuses on the general description or supply-side investigation of the problem, and due to paucity of research in the Indian context, the present study attempts to fill the gap by providing empirical evidence of drivers for purchasing pirated products, investigating the demand-side determinants (individual level) in the Indian context.
© 2012 IUP. All Rights Reserved.
Factors Influencing Online Shopping:
An Empirical Study in Ahmedabad
-- Shahir Bhatt and Amola Bhatt
According to an India online landscape study (Juxt, 2010), the number of active Internet users in India stands at 65 million, of which 17 million are online shoppers, indicating a growth of 70% from the previous year. The statistics alone are enough to denote the potential of e-commerce in India. However, as the online market becomes crowded with players, businesses need to have an edge in terms of customer satisfaction to gain a larger market share. With the above-mentioned objective in mind, a primary survey of online shoppers was conducted in Ahmedabad and consumer perceptions were analyzed using factor analysis and Analysis of Variance (ANOVA) test. The paper has found that ease/attractiveness of website, service quality of website and website security are the three dominant factors which influence consumer perceptions regarding their online purchasing experiences. Hence, businesses which focus on these three factors can attract more clicks. Also, the paper has proved that these factors are related to the various types of consumers classified as trial, occasional, frequent and regular (based on their frequency of purchase). The authors have found that regular buyers are most influenced by ease/attractiveness of website and service quality of website, while occasional buyers value website security more than other categories of consumers.
© 2012 IUP. All Rights Reserved.
Country of Origin Vs. Consumer Perception:
A Literature Review
--Rashmita Saran and Nitin Gupta
The concept of Country of Origin (COO) has been used by many researchers in order to study the context of purchasing products made in the home country vis-a-vis products that are available globally. The concept of COO is viewed as an important cue which would impact consumer decision-making process. This paper presents an extensive literature review of COO. The study has been done from a marketing perspective, and it also tries to draw a relationship between COO and Brand Origin (BO), and considers the role of COO in purchase decision making. A holistic approach has been adopted to understand all the related attributes of COO.
© 2012 IUP. All Rights Reserved.
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