Title: Antecedents of customer satisfaction for the branded apparel retail outlets in NCR: a systematic evaluation

Authors: Deepanshi Aggarwal; Seema Rathee

Addresses: Department of Management Studies, The Technological Institute of Textile and Sciences, Bhiwani, Haryana, India ' Department of Commerce, Maharshi Dayanand University, Rohtak, Haryana, India

Abstract: The present study's major emphasis is given to identifying and analysing the factors contributing to customer satisfaction. The research design of the present study is 'descriptive design'. The population of the current study is the customers of apparel retail outlets in NCR. The sampling frame of the present study is the select apparel retail outlets in major and satellite cities of NCR. Five selected apparel retail outlets for the study are Westside, Pantaloons, V-Mart, Brand Factory, Shoppers Stop and five major and satellite cities of NCR are Delhi, Gurugram, Faridabad, Noida and Ghaziabad. The sample size can be taken as 500 customers of apparel retail outlets in NCR. Quota and purposive sampling method has been used in the present study to select the respondents for the study. In the present study, both primary and secondary sources of data collection have been utilised. Further, it was analysed utilising various data analytical tools and techniques such as descriptive statistics, EFA and CFA. It indicates that the most significant factor that contributes towards customer satisfaction in apparel stores is SQ and the least contributing factor is convenience. Other factors like quality, price and promotion took the second, third and fourth spot, respectively.

Keywords: antecedents; apparel; branded; customer satisfaction.

DOI: 10.1504/EMJM.2024.144336

EuroMed Journal of Management, 2024 Vol.6 No.4, pp.337 - 357

Received: 20 Nov 2023
Accepted: 13 May 2024
Published online: 07 Feb 2025 *

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