Customer Satisfaction with Public Distribution System: A Study in Bhadrak District, Odisha
Article Details
Pub. Date
:
Jun, 2016
Product Name
:
The IUP Journal of Supply Chain Management
Product Type
:
Article
Product Code
:
IJSCM41601
Author Name
:
Barada Prasanna Mohapatra and D K Mahalik
Availability
:
YES
Subject/Domain
:
Strategic
Download Format
:
PDF Format
No. of Pages
:
17
Price
For delivery in electronic
format: Rs. 50;
For delivery through courier (within India): Rs.
50 + Rs. 25 for Shipping & Handling Charges
Download
To download this Article click on the button below:
Abstract
In the present competitive era, it has become a challenge for the marketer and the producer to satisfy the customers by providing them with the expected product or service features. It is also quite difficult to judge the customers’ mind to understand which product feature is satisfying them more. To reap competitive advantage, research is being done on customer satisfaction to find out which product feature will increase customer satisfaction or dissatisfaction. The study applies Kano model of customer satisfaction to understand the problem, satisfaction or dissatisfaction with the existing Public Distribution System (PDS). For this purpose, the study uses 10 factors to judge the impact on customer’s mind which leads to satisfaction or dissatisfaction with the PDS.
Description
In the present competitive era, it has become a challenge for the marketer and the producer to satisfy the customers by providing them with the expected product or service features. It is also quite difficult to judge the customers’ mind to understand which product feature is satisfying them more. To reap competitive advantage, research is being done on customer satisfaction to find out which product feature will increase customer satisfaction or dissatisfaction. The study applies Kano model of customer satisfaction to understand the problem, satisfaction or dissatisfaction with the existing Public Distribution System (PDS). For this purpose, the study uses 10 factors to judge the impact on customer’s mind which leads to satisfaction or dissatisfaction with the PDS.
Keywords
Supply Chain Management Journal, Customer Satisfaction, Public Distribution System, Public Distribution System (PDS), Importance Performance Analysis (IPA), Structural Equation Model (SEM), A Study in Bhadrak District, Odisha.
