International Journal of Financial Services Management
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International Journal of Financial Services Management (1 paper in press)
Customer perception and expectations towards the services of organised retail outlets: an empirical study in the twin cities of Hyderabad and Secunderabad; a review by Reshma Nikhat Abstract: Retailing is vending unswervingly to the end users for their personal use, offline and online modes that is brick and click strategies are used to have a better space felt in the market. The service expectations of the customers help in development and sustainable growth, therefore understanding the buying behavior paradigms has become necessity of the marketer for its survival. Customer perceptions are based on how the customers do selective attention, distortion and retention, followed by the expectations. The services in the retail store depends on various factors, in this paper the researcher has tried to identify these. The FDI policy has increased the competition for the local market and opened a new door to the global marketers, simultaneously changing the buying pattern, opening better service options and so is the search for better service providers. Customer takes the product for trial, repeat it if they like and gets delighted Keywords: Customer Perception; Customer Expectations; Service Performance Organized Retailing; Service Provider; and Service Satisfaction. DOI: 10.1504/IJFSM.2021.10041383