Customer loyalty: a customer experience approach with special reference to organised retailing in India
by A.S. Sathish; P. Ganesan
International Journal of Economic Policy in Emerging Economies (IJEPEE), Vol. 8, No. 4, 2015

Abstract: The aggressive market place and constant expansion in the choice available to customers perhaps rendered organisations with limited means of distinguishing themselves from their competitors. The study attempts to identify the various factors that contribute to experience. Thus, experiences being positive shall lead to loyalty towards the store. A theoretical framework for customer experience was developed and an instrument to measure customer experience is evolved in the context of organised retail store. Structural equation modelling (SEM) approach is used to test the model on customer experience. Customer experience was captured with eight dimensions which were critical like product value, product variety, internal store environment, staff, complaint handling, store appearance, store location and store operations.

Online publication date: Thu, 10-Dec-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Economic Policy in Emerging Economies (IJEPEE):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com