Disruptive Factors and Customer Satisfaction at Chain Stores in Karachi, Pakistan

RASHID,, A. , RASHEED,, R. , AMIRAH,, N. A. , & AFTHANORHAN,, A. (2022). Disruptive Factors and Customer Satisfaction at Chain Stores in Karachi, Pakistan. The Journal of Distribution Science, 20(10), 93-103, https://doi.org/https://doi.org/10.15722/jds.20.10.202210.93

copy

Downloaded
Viewed

PDF Download

Abstract

Purpose: This study aims to determine the relationship between disruptive factors and customer satisfaction at chain stores. Survey-based questionnaires were designed in the distribution technique to measure the findings in this study. Research design, data, and methodology: In terms of the sampling technique, the researchers adopted the simple random sampling technique with a total of 200 sample sizes. For the statistical method, the researchers applied multiple linear regression analysis to determine the potential factors that affect customer satisfaction at chain stores. The analysis of this study measured how product quality, pricing policies of chain stores, design and layout, responsiveness, and location of chain stores impart their roles in customer satisfaction. Results: This study found a significant relationship between the product quality and location of chain stores on customer satisfaction. In addition, the responsiveness, pricing policy, and physical design of chain stores impart an insignificant role in customer satisfaction. However, it is proven that the location of chain stores and product quality positively impact customer satisfaction. Conclusions: The study is geographically limited to the region of Karachi, Pakistan. Therefore, the findings may differ in the context of study implications in the other areas.

keywords: Decision science, Design and Layout, Distribution technique, Location of chain stores, Pricing, Quality

Reference

Afthanorhan, A., Awang, Z., Rashid, N., Foziah, H & Ghazali, P. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13-24.

Ahmad, W., Arshad, H. M., Sabir, R. I., & Ashraf, R. U. (2013). Antecedents of purchase intention for foreign apparel products among Pakistani university students: Implications for market entry strategy. Middle-East Journal of Scientific Research, 16(9), 1255-1263.

Al-Wareth, H. A., Amirah, N. A., Salman A. M. E., & Hashmi, A. R. (2021). Proposed model for entrepreneurship, organizational culture and job satisfaction towards organizational performance in International Bank of Yemen. International Journal of Management and Human Science, 5(1), 19.

Angelova, B., & Zekiri, J. (2011). Measuring customer satisfaction with service quality using American Customer Satisfaction Model (ACSI Model). International journal of academic research in business and social sciences, 1(3), 232.

Darzi, M.A. and Bhat, S.A. (2018). Personnel capability and customer satisfaction as predictors of customer retention in the banking sector: A mediated-moderation study. International Journal of Bank Marketing, 36(4), 663-679. https://doi.org/10.1108/IJBM-04-2017-0074

Das, S., Ghani, M., Rashid, A., Rasheed, R., Manthar, S., & Ahmed, S. (2021). How customer satisfaction and loyalty can be affected by employee’s perceived emotional competence: The mediating role of rapport. International Journal of Management, 12(3), 1268-1277. DOI: 10.34218/IJM.12.3.2021.119. Available at:https://iaeme.com/Home/article_id/IJM_12_03_119

Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25-34.

Festinger, L. (1957). A theory of cognitive dissonance (Vol. 2). Stanford university press.

Festinger, L. (1964). Behavioral support for opinion change. Public Opinion Quarterly, 28, 404-417. https://doi.org/10.1086/267263

10.

Gil De Zuniga, H., Puig-I-Abril, E., & Rojas, H. (2009). Weblogs, traditional sources online and political participation: An assessment of how the Internet is changing the political environment. New media & society, 11(4), 553-574.

11.

Gilmore, H. L. (1974). Product conformance cost. Quality progress, 7(5), 16-19.

12.

Gvili, Y., & Levy, S. (2019). Consumer engagement in sharing brand-related information on social commerce: The roles of culture and experience. Journal of Marketing Communications, 1-16.

13.

Hair, J. F., Celsi, M., Ortinau, D. J., & Bush, R. P. (2010). Essentials of marketing research (Vol. 2). New York, NY: McGraw-Hill/Irwin.

14.

Haque, I., Rashid, A., Rasheed, R., & Amirah, N. A. (2021). Differentiated services quality and service culture: customers’preference in air travel. Journal of Tianjin University Science and Technology.54(07), 19-46. DOI 10.17605/OSF.IO/B8PT2. Available at: https://osf.io/b8pt2/

15.

Hashmi, A. R., Amirah, N. A., Yusof, Y., & Zaliha, T. N. (2020a). Mediation of inventory control practices in proficiency and organizational performance: State-funded hospital perspective. Uncertain Supply Chain Management. 9(2021), 89-98. DOI: 10.5267/j.uscm.2020.11.006.http://www.growingscience.com/uscm/Vol9/uscm_2020_53.pdf

16.

Hashmi, A. R., Amirah, N. A., & Yusof, Y. (2020b). Mediating effect of integrated systems on the relationship between supply chain management practices and healthcare performance:Structural Equation Modeling. International Journal of Management and Sustainability, 9(3), 148-160. DOI: 10.18488/journal.11.2020.93.148.160. Available at:http://www.conscientiabeam.com/pdf-files/bus/11/IJMS-2020-9(3)-148-160.pdf.

17.

Heiman, T. (2000). Social Adjustment of Students with Learning Disabilities. Perspectiva, 16, 42-33

18.

Hoffman, K. D., & Bateson, J. E. (2011). Services marketing. Cengage Learning.

19.

Iberahim, H., Taufik, N. M., Adzmir, A. M., & Saharuddin, H. (2016). Customer satisfaction on reliability and responsiveness of self service technology for retail banking services. Procedia Economics and Finance, 37, 13-20.

20.

Ishaq, M. I., Bhutta, M. H., Hamayun, A. A., Danish, R. Q., & Hussain, N. M. (2014). Role of corporate image, product quality and customer value in customer loyalty: Intervening effect of customer satisfaction. Journal of Basic and Applied Scientific Research, 4(4), 89-97.

21.

Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260.

22.

Kim, Y. (2011). Application of the cognitive dissonance theory to the service industry. Services Marketing Quarterly, 32(2), 96-112.

23.

Kothari, C. R. (2004). Research methodology: Methods and techniques. New Age International.

24.

Kotler, P., & Armstrong, G. (2006). Principles of marketing management. New Delhi: Hall of India private limited.

25.

Krystallis, A., & Chrysochou, P. (2014). The effects of service brand dimensions on brand loyalty. Journal of Retailing and Consumer Services, 21(2), 139-147.

26.

Matzler, K., Würtele, A., & Renzl, B. (2006). Dimensions of price satisfaction: A study in the retail banking industry. International Journal of Bank Marketing, 24 (4), 216-231.

27.

McLeod, S. (2018) Cognitive Dissonance, https://www.simplypsychology.org/cognitive-dissonance.html

28.

Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International journal of innovation, management and technology, 1(4), 398.

29.

Nguyen, V. T., Tran, T. H. D., & Ngo, T. X. B. (2022). The Influence of Brand Equity on Customer Purchase Decision: A Case. Journal of Distribution Science, 20, 11-18. Study of Retailers Distribution

30.

Nisar, T. M., & Prabhakar, G. (2017). What factors determine esatisfaction and consumer spending in e-commerce retailing? Journal of retailing and consumer services, 39, 135-144.

31.

Olfa, B. (2022). Determinants Of Patronage Intention Though Omnichannel Retailing. Journal of Distribution Science, 20, 21-31.

32.

Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.

33.

Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020). Customer satisfaction and firm performance: insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48(3), 543-564.

34.

Rahmawati, R., & Sentana, I. P. (2021). The Effect of Product Quality on Customer Loyalty with the Mediation of Customer Satisfaction. International Journal of Managerial Studies and Research (IJMSR), 9(2), 2349-0349.

35.

Rana, S. S., Osman, A., & Islam, M. A. (2014). Customer satisfaction of retail chain stores: Evidence from Bangladesh. Journal of Asian Scientific Research, 4(10), 574.

36.

Rashid, A., Amirah, N. A., Yusof, Y., & Tawfiq, A. M. (2020). Analysis of demographic factors on perceptions of inventory managers towards healthcare performance. The Economics and Finance Letters, 7(2), 289-294. DOI: 10.18488/journal.29.2020.72.289.294.http://www.conscientiabeam.com/pdf-files/eco/29/EFL20207(2)289-294.pdf.

37.

Sharifi, S. S., & Esfidani, M. R. (2014). The impacts of relationship marketing on cognitive dissonance, satisfaction, and loyalty. International Journal of Retail & Distribution Management, 42(6), 553 – 575.

38.

Shi, S., Wang, Y., Chen, X., & Zhang, Q. (2020). Conceptualisation of omnichannel customer experience and its impact on shopping intention: A mixed-method approach. International Journal of Information Management, 50, 325-336.

39.

So, J. H., & Hwang, H. J. (2012). A Study on the Locational Decision Factors of Discount Stores: The Case of Cheonan. Journal of Distribution Science, 10-5(2012), 37-44.

40.

Söderlund, M., & Sagfossen, S. (2017). The consumer experience:The impact of supplier effort and consumer effort on customer satisfaction. Journal of Retailing and Consumer Services, 39, 219-229.

41.

Solimun, S. and Fernandes, A.A.R. (2018). The mediation effect of customer satisfaction in the relationship between service quality, service orientation, and marketing mix strategy to customer loyalty. Journal of Management Development, 37(1), 76-87. https://doi.org/10.1108/JMD-12-2016-0315

42.

Sumbal, M.S., Tsui, E., Irfan, I., Shujahat, M., Mosconi, E. and Ali, M. (2019). Value creation through big data application process management: the case of the oil and gas industry. Journal of Knowledge Management, 23(8), 1566-1585. https://doi.org/10.1108/JKM-02-2019-0084.

43.

Sürücü, Ö., Öztürk, Y., Okumus, F., & Bilgihan, A. (2019). Brand awareness, image, physical quality and employee behavior as building blocks of customer-based brand equity: Consequences in the hotel context. Journal of Hospitality and Tourism Management, 40, 114-124.

44.

Syafarudin, A. (2021). The effect of product quality on customer satisfaction implications on customer loyalty in the era Covid-19. Ilomata International Journal of Tax and Accounting, 2(1), 71-83.

45.

Triatmanto, B., Nirwanto, N., & Razak, I. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. IISTE: Journal of Marketing and Consumer Research, 30, 59-68.

46.

Tseng, S. M., & Wu, P. H. (2014). The impact of customer knowledge and customer relationship management on service quality. International journal of quality and service sciences, 6(1), 77-96.

47.

Zikmund, W. G., Babin, B. J., Carr, J. C., & Griffin, M. (2013). Business research methods. Cengage Learning.

바로가기메뉴

Article Contents

Vol.20 No.10

Disruptive Factors and Customer Satisfaction at Chain Stores in Karachi, Pakistan

Abstract

Reference

The Journal of Distribution Science