QUALITATIVE ASSESSMENT OF SERVICES AND CUSTOMER SATISFACTION OF APPAREL BUYERS AT METRO JUNCTION MALL IN MUMBAI

Geetanjali Bonde; Rajesh Mehrotra

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Geetanjali Bonde
Research Scholar, School of Business and Management, Jaipur National University, Jaipur, India.
India

Geetanjali Bonde joined the Yadavrao Tasgaonkar Institute of Management Studies and Research, Karjat, Mumbai in January 2010 and served as a faculty for nearly two years for P.G.D.B.M and M.M.S (Marketing and Operations). She has authored four research papers in National and International journals, attended two International Conferences and has also written two articles for “The Hitavada (The People's Paper)” Bhopal edition. Right now she is pursuing her Ph.D. in management from Jaipur National University.

Rajesh Mehrotra
Professor, School of Business and Management, Jaipur National University, Jaipur, India.
India

Dr. Rajesh Mehrotra holds Ph.D. (Strategic Management) from University of Rajasthan, M.B.A. (Finance) form I.M.S Indore and M.B.A. (Marketing) from F.M.S, Delhi University. At present, he is the Director at School of Business & Management at Jaipur National University, Jaipur since 2007. He has also served as Director at Amity University for two years three months and C.E.O / V.P - Marketing at BAGLINE INC. California, U.S.A for one year three months. He also has an experience of nine years in J.K Tyres and nine years in Dunlop India Ltd as District Manager (M.P. Region).

QUALITATIVE ASSESSMENT OF SERVICES AND CUSTOMER SATISFACTION OF APPAREL BUYERS AT METRO JUNCTION MALL IN MUMBAI

Geetanjali Bonde, Rajesh Mehrotra

Abstract

Indian retail physical evidence is going through a sea change; due to introduction of new formats, it is becoming important to understand the store image perceived by the consumers. Research undertaken utilizes SERVQUAL model to study the satisfaction levels of customers and service quality in apparel outlets namely, Fashion Yatra, Cantabil, Loot Mart and Big Bazaar at Metro Junction Mall, Mumbai.

This study could have relevance for retailers by enlightening them to upgrade their products and services to increase their outputs and would help us in knowing what drives customer’s from either purchasing or not purchasing apparel from the apparel stores at Metro Junction Mall, Mumbai.

Keywords

Apparels, Customer satisfaction, Expectations, Perceptions, SERVQUAL, Customer gap.

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References

Clow KE, and Kurtz DL. (2003). “Service Quality”, Services Marketing, 2e: Operation, Management, and Strategy, Biztantra, New Delhi, pp.81-105.

Jeevananda S. (2011). “Study on Customer satisfaction level at Hypermarkets in Indian Retail Industry”, The International Journals- Research Journal of Social Science and Management, Vol.1(03), p.2. ISSN 2010 - 457X

Khare A, Parveen C, and Rai R. (2010). “Retailer behavior as determinant of service quality in Indian retailing”, Journal of Retail & Leisure Property, Vol. 9(4), pp.303–317.

Pardeshi R, and Khandge Y. (2011). “Measure Services Quality of Retail Malls with special reference to Big Bazar in Ahmedngar City”, Confluence, S.K.N Sinhgad School of Business Management, Pune, India.

Philip K. (2003). “Marketing Management”, Fifth edition, Pearson Education, Inc.

Zeithamal VA, Jo Bitner M, Gremler DD, and Pandit A. (2008). “Conceptual framework of the Book: The Gaps model of Service Quality”, Services Marketing (Integrating Customer Focus Across the Firm), Tata Mc Graw-Hill, pp.34-50, 118-137.

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International Journal of Management and Social Sciences (IJMSS)

QUALITATIVE ASSESSMENT OF SERVICES AND CUSTOMER SATISFACTION OF APPAREL BUYERS AT METRO JUNCTION MALL IN MUMBAI

Abstract

Keywords

Full Text:

References

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