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Factors Affecting Customer Dissatisfaction In Chain Stores

Author

Listed:
  • FATEMEH DEKAMINI

    (MEMBER OF THE RESEARCH FACULTY OF MAHAN BUSINESS SCHOOL, IRAN)

  • ARMIN RAZVANI

    (DEPARTMENT OF BUSINESS MANAGEMENT, FACULTY OF MANAGEMENT, TARBIAT MODARES UNIVERSITY, TEHRAN, IRAN)

  • BIRAU RAMONA

    (FACULTY OF ECONOMIC SCIENCE, UNIVERSITY CONSTANTIN BRANCUSI, TARGU-JIU, ROMANIA)

  • PETER WANKE

    (COPPEAD GRADUATE BUSINESS SCHOOL, FEDERAL UNIVERSITY OF RIO DE JANEIRO, RUA PASCHOAL LEMME, 355, RIO DE JANEIRO, BRAZIL)

  • YONG TAN

    (SCHOOL OF MANAGEMENT, UNIVERSITY OF BRADFORD, BRADFORD, WEST YORKSHIRE BD7 1DP, UNITED KINGDOM)

Abstract

This research endeavors to meticulously investigate the underpinnings of customer dissatisfaction within chain stores, particularly focusing on the prism of service quality. Employing an applied approach through correlational descriptive research, a cohort of 86 customers from these chain stores became the focal point for data collection. Using a thoughtfully constructed questionnaire comprising 20 discerning indicators, the study sought to probe the depths of customer dissatisfaction in these retail environments. The study reveals an essential nexus between the quality of services rendered in these stores and the resultant levels of customer loyalty and satisfaction. An intriguing revelation emerges, shedding light on instances where product pricing occasionally surpassed city averages (rated at 4.15), signaling an important area for improvement. The research culminates in proposing strategic solutions aimed at rectifying these discrepancies, underscoring the imperative nature of addressing pricing disparities to comprehensively enhance customer satisfaction within these chain stores.

Suggested Citation

  • Fatemeh Dekamini & Armin Razvani & Birau Ramona & Peter Wanke & Yong Tan, 2024. "Factors Affecting Customer Dissatisfaction In Chain Stores," Annals - Economy Series, Constantin Brancusi University, Faculty of Economics, vol. 1, pages 45-56, February.
    • Handle: RePEc:cbu:jrnlec:y:2024:v:1:p:45-56
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    References listed on IDEAS

    as
    1. Gabriel R. Gonzalez & Danny P. Claro, 2019. "How intrafirm intermediary salespeople connect sales to marketing and product development," Journal of the Academy of Marketing Science, Springer, vol. 47(5), pages 795-814, September.
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