Asian Science Citation Index is committed to provide an authoritative, trusted and significant information by the coverage of the most important and influential journals to meet the needs of the global scientific community.  
ASCI Database
308-Lasani Town,
Sargodha Road,
Faisalabad, Pakistan
Fax: +92-41-8815544
Contact Via Web
Suggest a Journal
International Business Management
Year: 2015  |  Volume: 9  |  Issue: 1  |  Page No.: 35 - 40

Customer Satisfaction of Retail Chain Stores: Evidence from Bangladesh

S.M. Sohel Rana, Abdullah Osman and Md. Aminul Islam    

Abstract: As retail chain store business is gaining popularity very quickly, people engaged in this sector should pay special attention to the growth of this sector. The present study, aims at determining the factors constituting customer satisfaction of retail chain stores in Bangladesh. Customer satisfaction of this sector can be a pivotal indicator of how well the stores are meeting the expectations of the customers. Customers of 3 big retail chain stores have been interviewed for the study. From the results, it was determined that the model satisfactorily explains customer satisfaction and that retail chain store owners and managers should focus on 4 major elements, responsiveness, product quality, physical design and pricing policies if customer satisfaction is to be treated as a strategic variable. The present study found that responsiveness and product quality were most important to customers followed by price and physical design. Location did not have a significant effect on customer satisfaction, although the exploratory analysis and the secondary research supported it.

Fulltext    |   Related Articles   |   Back
   
 
 
 
  Related Articles

 
 
 
 
Copyright   |   Desclaimer   |    Privacy Policy   |   Browsers   |   Accessibility