A Study on Customer Satisfaction with Pantaloons

The main body of the literature review commences with a quick history of consumerism and customer satisfaction and the effects of proper implementation. Various secondary sources examine survey and questionnaire reliability, deciphering such information, along with the

Only 22% of consumers say the average retailer understands them as an individual, and only 21% say the communication they receive from the average retailer are “usually relevant”. Most companies understand how critical is to do better – 88% say their growth depends on personalising the customer experience – but lack the resources and expertise to design an improved customer journey. Only 37% believe they have the

Customer’s perception about the particular product is defined as a brand image. In recent days, building a strong brand has been proved to bring financial rewards to organization and becomes a top priority. It is regarded as hard core of any products and services, from small fruit juice shop to multinational organizations. The food manufacturing companies

Study indicates that satisfaction basically consists of cognitive and affective variables. Cognitive measures include disconfirmation and expectations (Oliver,1980), also perceived performance (Tse and Wilton, 1998). Other measures include equity and performance (Oliver and DeSarbo,1988), “fairness” (Oliver and Swan,1989), expectancy disconfirmation (Oliver and Burke, 1999), need fulfilment (Oliver, 1995), and price acceptance or desire to pay (Huber et al., 2000). This measurement can lead to the discovery of affective variables by trying to improve satisfaction. There are two affective variables that Westbrook (1987) found. One is positive affect the other is negative affect. He stated that both positive and negative affect are linked to post-purchased word of mouth. Thus, this makes that there’s a relationship between quality and customer

As we all know, the retail industry is very crucial and is highly competitive. As this company

1 - Introduction In recent years, there have been vast growth in the wider business world regarding the overall influence of retailing and because of which, retailing and the issues that surround it, have become a vital sector in today’s global economy. (Fisher & Raman, 2001) It has been said that retailers no longer compete on retail activity alone, rather on the overall efficiency of the whole supply chain and overcoming ever expanding management issues of which arise throughout business activities. (Fernie & Sparks. 2004)

India is standing on the threshold of a retail revolution and witnessing fast changing retail

•  India's $250 billion retail business is the eighth largest in the world and has the potential to grow 7 per cent by 2011. [McKinsey Report] For a company already dominating the world markets, this is an un-passable opportunity.

Global Retailing is one of the largest industry spread all over the globe, to meet needs of the consumers of all caste and religion. It is not necessary for a company to be physically to be present in the country to make transactions of goods or money. Instead, global retailers use the help of suppliers and local market to satisfy the needs. But now-a-days the trend is changing, retailers are now making and producing their own brand under their own shelter to meet their company’s respective motto and mission. When we talk about Global Retailers of International Retailers, we come across Walmart, Tesco, and Carrefour as the major industries responsible for Global Retailing. The grocery sale of top four retailers exceeded more than $600 billion in 2011, and I was forecasted to reach 2.5 times more in 2016. The Global Retailing operates in an oligopoly market because it is dominated by a few suppliers in the market.

Brand image becomes linked with a level of ability, quality, and satisfaction in the consumer's mind

Zappos’ has placed a great deal of emphasis on consumer satisfaction which has contributed to their profitability (Ferrell & Hartline, 2014). Consumer satisfaction is the key to consumer retention (Ferrell & Hartline, 2014). Fully satisfied consumers are more likely to become loyal consumers, even advocates for the organization and their products (Ferrell & Hartline, 2014). Satisfied consumers are less likely to explore alternative suppliers and their less press sensitive (Ferrell & Hartline, 2014). Therefore, satisfied consumers are less likely to switch to a different competitor (Ferrell & Hartline, 2014). Satisfied consumers are more likely to spread positive word-of-mouth about the organization and their products (Ferrell & Hartline, 2014). However, the way the consumers think about satisfaction

The vast and diverse nature of the Indian consumer provides ample variety of needs for retail stores to address. Mom & pop stores, departmental stores, e-commerce platforms, all target different needs of a variety of customers. With consumers becoming more and more comfortable with

The level of satisfaction is not a very good measure of loyalty. People do get satisfied after consumption of a number of brands and satisfaction is one of the essential criterion of generating brand loyalty. There is no fixed level of consumption satisfaction. In case a firm offers something extra as compared to its competitors, people might consider switching.

Branding is an essential part of a company upon foreseeing consumer brand preference and product evaluation. Recent studies outlined by Dumitriu (2012, p 130) suggest that “branding means more than establishing the name for a company or for a product line”. Further investigation on this study can answer questions in relation to better marketing strategy and fill in gaps in line with consumer behaviour. In particular, this review will focus on the influence of Self-Congruity on consumer brand preference and customer satisfaction.

The term “Brand Loyalty” also called as “Customer Loyalty” has been in the business industry since a very long time as a model to be used in conducting business. But it wasn’t until the mid to late 1900’s that the term was actually given its due importance by making it a vital part of advertising and marketing. The concept of marketing evolved substantially from being focused on sales of a product to having Customer satisfaction to be its focal point. Studies further revealed that there was a positive correlation between customer satisfaction and Brand Loyalty.