Title: impact of shopper and store factor on store image, satisfaction and loyalty of customer

Objective of the study

SHOPPER FACTORS 1) What influences a shopper to patronize a National Brand or Private Label? 2) Which of the two manifest satisfaction or latent satisfaction has stronger impact on store loyalty? 3) Does the similarity between retail mix-elements and desired benefits of customer lead to higher shopper loyalty?

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.4STORE FACTORS 1) How convenience and location influences a shoppers loyalty for a store? 2) How differentiation in type and quality of assortment offered by a store affects the buying behavior of shopper? 3) How similarity between self-image and store-image leads impacts store loyalty? 2) How store image impacts store loyalty and how it influences store satisfaction in shaping shoppers overall store loyalty?

Hypothesis

Hypothesis 1:
Convenience of location is primary factor shaping customer loyalty.

Hypothesis 2 :
Convenience is the main motive for shoppers repeat buying at a store.

Hypothesis 3:
Higher the degree of differentiation in type and quality of assortment offered higher is the likeability to shoppers revisiting the store.

A. Details 1. Through which source did you come to know about this retail outlet? Advertisements (Media) Friends/Relatives Company Outlet Internet

2.

2. How strongly would you consider the factors while opting for a particular retail outlet? 1- Very Strongly A b. c. d. e f. g h. i J k. l 2- Strongly 3- Agree 4- Not at all 1 2 3 4

Statement Availability of Literatures/Brochures Ambience would be an important factor I would give special attention to convenience and location I would give special consideration to the product range Degree of differentiation in type and quality of products is important I would give special consideration to uniqueness of assortments available in a store I would give special consideration to rebate and discounts on purchase For me salesperson services would be an important consideration For me Word of Mouth is important Advice of friends and relatives influence my Visit Decision Handling Product related Queries Customer Grievance cell

B.

Salesperson Services

3. Are the salesperson (Rate the salesperson services according to you from 1 to 5, where 5 is extremely good and 1 is extremely bad)| Statement Easily approachable Humble and Soft Spoken Able to provide Complete solution to your problems 1 2 3 4 5

a. b. c.

d.

Initiative of salesman to solve the problem 1 2 3 4 5

Rate Overall salesperson Services

4. How do you perceive quality of service provided by your retail outlet (Using Semantic Scale 1-7, 1 being the lowest, 7 being the highest) 7 RELIABLE CUSTOMER FRIENDLY PROACTIVE 1 UNRELIABLE HOSTILE REACTIVE

C. 5.

Retail outlet factors How far are you satisfied with the following factors for your retail outlet? 2- Dissatisfied 3- Satisfied 4- Very Satisfied

1- Very Dissatisfied 6.

Overall how much are you satisfied with the service of your retail outlet? 1 2 3 4 Statement Price of the items Convenience in approach Assortment Extra services provided Home delivery service Transparency In Billing g. Ease of availability h. Sales person Services Sales Promotion Offers i. Advertisement j. Store Ambience k. Overall Satisfaction Level l. Extremely Satisfied Moderately Moderately Dissatisfied Extremely Satisfied Satisfied Dissatisfied Dissatisfied a. b. c. d. e. f.

Not Satisfied, Specify Reason(s)?

7. Have you faced any problem with your store? ___________ If yes, what type of problem you faced? Quality of products After sales service

Assortment size Employee behavior Any Other (Specify) __________________________

D. Future relationship 8. Rank the following from 1 to 4 where 1- Strongly Disagree 2- Disagree 3- Agree 4- Strongly Agree Statement Consider buying from this store Increase the purchase from this sectors 1 2 3 4

A B

E. Trust

9.

Rank the following from 1 to 4 where

1- Strongly Disagree 2- Disagree 3- Agree 4- Strongly Agree

Statement Find products reliability I trust the services by the store 1 2 3 4

A B

F. Commitment level

10. Rank the following from 1 to 4 where 1- Strongly Disagree 2- Disagree A B C

3- Agree

4- Strongly Agree 1 2 3 4

Statement I am proud to be a customer of this retail outlet. Company gets feedback from me from time to time. I am a loyal patron of this company.

G. Customers profile (kindly tick the suitable box) 11. Age < 18 years 18 25 years 25 40 years 40 above Student Private Employee Government Employee Other Mention)________________________ (Please 12. Occupation: Professional Self Employed

13.

Gender

14.

Education

15. Disposable Income (p.m.)

Male female

Matriculation Senior Secondary Bachelor Degree PG Degree

< Rs. 5,000 Rs. 5,001- Rs. 10,000 Rs. 10,001- Rs. 20,000 Rs. 20,000 plus

16. No. of times visiting the retail outlet per week Less than once 1-2 times 2-4 times More than 4 times