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Comparison of Service Quality, Customer Satisfaction and Behavioral intentions across the Various Formats (Supermarket, Hypermarket & Departmental Store) in India

Author

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  • Dr. Ajmer Singh

Abstract

This study is conducted to understand the level of service quality, customer satisfaction and behavioral intentions across the various formats like super market, Hypermarket and Departmental store in India. In this study seven stores from organized sector are chosen and they are further divided into various formats like super market, Hypermarket and Departmental store. In this study a sample size of 600 customers is chosen and from which 540 completely filled in questionnaires are received. This gives a response rate of 90%. The statistical analysis was done through descriptive statistics and one way ANOVA. From the findings there exists a statistical significant difference in many aspects of service quality and customer satisfaction, but there is No difference in the dimensions of behavioral intentions in these formats. Hence the researcher suggests the implications for the managers on the basis of conclusions and findings of the study.

Suggested Citation

  • Dr. Ajmer Singh, 2013. "Comparison of Service Quality, Customer Satisfaction and Behavioral intentions across the Various Formats (Supermarket, Hypermarket & Departmental Store) in India," Business and Economic Research, Macrothink Institute, vol. 3(1), pages 344-355, June.
  • Handle: RePEc:mth:ber888:v:3:y:2013:i:1:p:344-355
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    File URL: http://www.macrothink.org/journal/index.php/ber/article/view/3443/2955
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    File URL: http://www.macrothink.org/journal/index.php/ber/article/view/3443
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    Citations

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    Cited by:

    1. Banu Kulter Demirgunes, 2014. "The Antecedents of Store Image and Customer Satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 3(3), pages 48-62, July.

    More about this item

    Keywords

    Service Quality; Satisfaction; Behavioral Intentions; Supermarket; Hypermarket & Departmental Store etc.;
    All these keywords.

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

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