TOPIC –1 CUSTOMER EXPECTATION AND PERCEPTION IN ORGANISED RETAIL SECTOR.Name of the author – Dharmesh Motwani.Year - 2012 – 13, Volume – 2.ISSN 2277-1166.Page – 145.
Observation – In this competitive world, retailers needs to ensure that quality services are delivered to retain the customers and improve the services as per the customer convenience, accordingly strategy must be developed. To attract more customer retail sector must be well organized as there is personal interaction and physical aspects involved that affects customer perception and if customer are happy they are satisfied with services. To sustain in this global economy, retailers have to develop new strategies. Retailers must know to persuade their customer and this is possible by building trust and confidence among them. Therefore retailers must be well-versed with the products and services offered in stores. Retailers need to understand the requirement of customers also show empathy towards them , handle the customer’s complaints and meet their expectations by delighting them. The growing speed of this sector has enhanced the neck to neck competition between the retail players so to sustain & enhance the market share they are trying to keep customers more happy & satisfied. SERVQUAL model was followed and the various parameters followed are reliability of the product, responsiveness of customer towards the product, assurance of quality, tangibility. The organized retail outlets provides the better quality in terms of service, product variety as compared to the unorganized retail store. Many of the customers are satisfied with the quality of service provided by the organized retail outlets. Finally, it was shown that retail o...
... middle of paper ...
...ovision store, hand-made cart etc. This sector constitutes about 98% of the total retail exchange.FDI in the retail sector is expected to shrink the employment in the unorganized sector and expand that in the organized one. Retailers must showcase the value they are offering. Firms will need to proactively review and the sales composition, branding, logistics system and price structure to cope with pressures from powerful retailers. Retailers are not only concentrating in adding value but for the future growth as well. Beside this, customer are more satisfied with the personalized shopping event which requires a detailed study of individual consumer behavior. The retailers should continue to benefit from the cost advantage and the variety they offer to the customers.Lastly unorganized sector needs to improve their way of offering for sustainability and profitability.
Need Writing Help?
Get feedback on grammar, clarity, concision and logic instantly.Check your paper »
- Everyone has heard the saying before, “working in retail is easy”. As I grew up, that is all I had ever heard. I mean all you to do all day is fold clothes and answer questions that customers ask. As I grew older and knew I was going to have to get a job, I looked to retail right off the bat. I wanted the easiest job where I could still make money just like everyone else. So, when I turned 16 I headed off towards the closest mall. After a few days, I recieved a call back from American Eagle that I was hired and my first day was Monday.... [tags: Sales, Customer service, Customer, Clothing]
869 words (2.5 pages)
- Target What exactly does it take to create a successful leading retail store. So many companies are in competition of gaining the shopper’s loyalty they end up neglecting other important aspects. A perfect retailer has to balance out high-quality, attractive prices, customer loyalty, and an enjoyable environment. “Target has experienced considerable growth in the last decade because its stores offer fashionable merchandise at low prices in a pleasant shopping environment.” (pg42) “It has developed an image of ‘cheap chic’.” (pg42) Customers are appealed by Target’s consistent value of their products and customers.... [tags: Retailing, Department store, Sales]
1885 words (5.4 pages)
- This report will discuss my experience with the quality of customer service at the following retail stores which I have analyzed: Aldo, Adidas and timberland. My report will begin by summarizing my experience as a customer at Aldo, Coach and Michael Kors and I will conclude my summaries by comparing and contrasting the various qualities of customer service. In the first, second and third sections I will explain what I experienced in each store individually, I will discuss what it is that I liked and disliked as a customer shopping at their retail store.... [tags: Sales, Customer service, Retailing, Customer]
723 words (2.1 pages)
- Having promotional activities such as discounts, free-shipping on online purchases, and bold advertisements are not sufficient to put A&F at the top of the iceberg. Several improvements to the brand as well as customer service have to be done. As keeping existing customers is cheaper than getting a new one, A&F needs to build brand resonance with its customers, whereby consumers can engage actively by investing time, money, and other resources, feel a sense of community as customers are made to feel affiliated with the brand, express attachment to the brand whereby consumers “love” A&F, and last but not least, convey behavioral loyalty through repeat purchases.... [tags: Advertising, Brand, Customer service, Branding]
862 words (2.5 pages)
- There has been countless times where people find themselves in need of help when it comes to finding that particular item in a retail store. However, there is no one around that they can go to. This arises a sense of anxiety and altercations can happen which leads to retail stores residing to managers to subside the situation. Although, the manager is the person to go to for situations like these, companies should not reside in one person to control a store. Aside from managers, companies do not provide their employees with enough customer service training, support, and help as to dealing with clients.... [tags: Customer service, Customer, Retailing, Sales]
1368 words (3.9 pages)
- A) Describe the balance between customer service and resource utilization at cyclone. What are the operating objectives of the business. What are the key success factors. The cyclone furniture organization is being well started company .it is snobbish furniture retail show room situated in a huge city in New Zealand. The advantages of this company: Their production plant lay out is situated near by the retail show room, It’s reduces the transportation cost also. This business is fully based on customer service oriented.... [tags: Retailing, Sales, Customer, Customer service]
1841 words (5.3 pages)
- A talented and proven customer service and operations team leader who benefits from many years working within customer interfacing roles. Experienced in both B2C & B2B client relationship management. Successfully contributed to business operations meeting P&L objectives, whilst actively leading improvements in CSI (customer service index) results. Excellent analytical skills including MS Excel skills, having been involved in the launch of a new products and in analysing the investment return. Able to competently communicate at all levels, and present effectively.... [tags: Customer service, Management]
886 words (2.5 pages)
- • Go the extra mile - rendering above and beyond will build strong relationships with customers and build strong loyalty by paying attention to their needs and issues. • Make it individual - customized service improves customer experience and that something customers are expecting and demanding. Make their practice personal to strengthen the tie with the brand. Rather than try to manage customer retention with a mixture of customer retention strategies, many companies apply customer retention software systems and battered customer retention plans to improve customer retention.... [tags: Customer service, Customer, Customer experience]
998 words (2.9 pages)
- Customer Expectations Essay For what is a customer expectation, is the belief about the service or delivery that serves as standards or reference against which performance is judged or not satisfactory to a customer. Due to customers who seem too compare their perceptions beliefs on performance when evaluating or judging someone’s service, customer expectations which are a critical role to services in general in everyday life. The customer aspect is the first most critical step in delivering good quality service(s) to any customer(s).... [tags: Customer service, Customer, Sales, Service]
784 words (2.2 pages)
- Employee-Customer Relations in a Retail Store In a department store, where customers come to shop, customer-employee relations are a key element for the stores survival.Shopping is a major part of the life of almost every person in the country.The flow of money keeps business flowing.If no one spent his or her money, Business would cease to exist.The customer comes to the store expecting to be served, and the employees are trained (or are supposed to be trained) to please the customer.Businesses exist to serve the customer, or at least that’s what the common belief is.Businesses strive to please the customer.If the customer isn’t pleased with the store, then the customer won’t spend his o... [tags: Work Environment Shopping Papers]
2359 words (6.7 pages)