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Title: :  Service Quality in Convenience Stores: A Predictor of Customer Satisfaction
PaperId: :  10676
Published in:   International Journal Of Advance Research And Innovative Ideas In Education
Publisher:   IJARIIE
e-ISSN:   2395-4396
Volume/Issue:    Volume 5 Issue 4 2019
DUI:    16.0415/IJARIIE-10676
Licence: :   IJARIIE is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author NameAuthor Institute
Monalisa KhatreIIPS,DAVV
Dr.Vijaylaxmi IyengarBM College of Management and Research Indore

Abstract

Marketing
Tangibility, Reliability, Assurance, Empathy, Responsiveness, Customer Satisfaction.
Organized Retail Industry is one of the most growing industries in India and was forecasted to grow by 31% in the year 2018. It is expected to grow to USD 1200 billion by the year 2021. India is ranked as fifth most preferred destination in retail sector which gives an edge to different companies in the retail chain. Convenience stores contribute a major part in the retail sector and will continue to be the important part in the years to come. According to BCG’s latest survey it has been found that from 2009 to 2017 convenience stores captured the large share in the retail market and also grew at exceptionally faster than other type of retail stores. In this study, Ondoor, Reliance, Supermarket, Aapurti stores are selected and determined the service quality and its impact on customer satisfaction.The objective of this study is to examine the impact of service quality (tangibility, reliability, assurance, empathy, responsiveness) on customer satisfaction and for these total 90 customers is selected from the selected convenience stores in Indore city. Through the application of regression, hypothesis was tested and found that the customers are satisfied with the service quality provided in convenience stores.

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IJARIIE Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. "Service Quality in Convenience Stores: A Predictor of Customer Satisfaction" International Journal Of Advance Research And Innovative Ideas In Education Volume 5 Issue 4 2019 Page 861-867
MLA Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. "Service Quality in Convenience Stores: A Predictor of Customer Satisfaction." International Journal Of Advance Research And Innovative Ideas In Education 5.4(2019) : 861-867.
APA Monalisa Khatre, & Dr.Vijaylaxmi Iyengar. (2019). Service Quality in Convenience Stores: A Predictor of Customer Satisfaction. International Journal Of Advance Research And Innovative Ideas In Education, 5(4), 861-867.
Chicago Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. "Service Quality in Convenience Stores: A Predictor of Customer Satisfaction." International Journal Of Advance Research And Innovative Ideas In Education 5, no. 4 (2019) : 861-867.
Oxford Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. 'Service Quality in Convenience Stores: A Predictor of Customer Satisfaction', International Journal Of Advance Research And Innovative Ideas In Education, vol. 5, no. 4, 2019, p. 861-867. Available from IJARIIE, https://ijariie.com/AdminUploadPdf/Service_Quality_in_Convenience_Stores__A_Predictor_of_Customer_Satisfaction_ijariie10676.pdf (Accessed : ).
Harvard Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. (2019) 'Service Quality in Convenience Stores: A Predictor of Customer Satisfaction', International Journal Of Advance Research And Innovative Ideas In Education, 5(4), pp. 861-867IJARIIE [Online]. Available at: https://ijariie.com/AdminUploadPdf/Service_Quality_in_Convenience_Stores__A_Predictor_of_Customer_Satisfaction_ijariie10676.pdf (Accessed : )
IEEE Monalisa Khatre, and Dr.Vijaylaxmi Iyengar, "Service Quality in Convenience Stores: A Predictor of Customer Satisfaction," International Journal Of Advance Research And Innovative Ideas In Education, vol. 5, no. 4, pp. 861-867, Jul-Aug 2019. [Online]. Available: https://ijariie.com/AdminUploadPdf/Service_Quality_in_Convenience_Stores__A_Predictor_of_Customer_Satisfaction_ijariie10676.pdf [Accessed : ].
Turabian Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. "Service Quality in Convenience Stores: A Predictor of Customer Satisfaction." International Journal Of Advance Research And Innovative Ideas In Education [Online]. volume 5 number 4 ().
Vancouver Monalisa Khatre, and Dr.Vijaylaxmi Iyengar. Service Quality in Convenience Stores: A Predictor of Customer Satisfaction. International Journal Of Advance Research And Innovative Ideas In Education [Internet]. 2019 [Cited : ]; 5(4) : 861-867. Available from: https://ijariie.com/AdminUploadPdf/Service_Quality_in_Convenience_Stores__A_Predictor_of_Customer_Satisfaction_ijariie10676.pdf
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