Aug'20


The IUP Journal of Marketing Management

ISSN: 0972-6845

A 'peer reviewed' journal indexed on Cabell's Directory,
and also distributed by EBSCO and Proquest Database

It is a quarterly journal focusing on Marketing strategy, Marketing research and techniques, Brand management, Advertising, Consumer behavior, E-commerce and marketing strategies, Retail marketing vs. E-commerce and other emerging and interdisciplinary issues.

Privileged access to Online edition for Subscribers.

Focus Areas
  • Marketing Strategy
  • Marketing Research and Techniques
  • Brand Management
  • Advertising
  • Consumer Behavior
  • Emerging and Interdisciplinary Issues
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Article   Price (₹) Buy
Customer Expectation, Satisfaction and Loyalty: A Study of Grocery Retail Sector in South Africa
50
The Impact of Product Quality Dimension on Consumer Satisfaction Derived from Brands: A Study on e-Rickshaw Battery Brands in India
50
       
Contents : (Aug' 2020)

Customer Expectation, Satisfaction and Loyalty: A Study of Grocery Retail Sector in South Africa
Mfundo Dlamini and Brian Barnard

This study investigates the grocery retail sector in South Africa and what factors drive consumer behavior. The literature emphasizes the importance of understanding what shapes customer satisfaction and how this can then lead to customer loyalty. A quantitative approach was used for this study, and the data was collected using a questionnaire. The study looked at convenience, service, promotion, store atmosphere and expectation and how they impact customer satisfaction. Only expectation factor had an impact on customer satisfaction. Furthermore, the study also showed that customer satisfaction had an impact on customer loyalty which was in line with the literature and answered the overall research question. Future studies need to explore the impact of quality on customer satisfaction, as this is a key measurement that the expectation factor is tested against. An analysis of how technology impacts the process also needs to be done, as a large number of sales in the physical channel start online and there is an advent of price comparison mechanisms.


© 2020 IUP. All Rights Reserved.

Article Price : Rs.50

The Impact of Product Quality Dimension on Consumer Satisfaction Derived from Brands: A Study on e-Rickshaw Battery Brands in India
Saugat Ghosh

Building a strong brand is essential for every business to gain higher market share and higher return on investment. But a strong brand is required to create satisfied consumers, and one of the most important and basic ways of creating a satisfied consumer is by providing quality products and/or services to the consumers. A brand's pursuit to attain higher level of consumer satisfaction and creating a loyal customer base largely depends upon the quality of the product offered under the brand name. Although theoretical studies have provided constructs of product quality dimensions, very few empirical researches are found to validate them. Studies related to the impact of different product quality attributes on consumer satisfaction are also not largely found in management research. The present study aims to bridge this gap. The study is conducted on e-rickshaw battery brands. The purpose of the study is primarily to identify the product quality attributes of the battery brands and then finding out their impact on consumer satisfaction. The study was conducted in West Bengal, India with a large sample size, and the findings show that the study has been successful in the identification of product quality dimensions of the battery brands and also in finding their impact on consumer satisfaction.


© 2020 IUP. All Rights Reserved.

Article Price : Rs.50

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