A STUDY ON INFLUENCE OF CUSTOMER EXPERIENCE ON CUSTOMER SATISFACTION IN SUPERMARKET INDUSTRY
Author(s):
Anushka Dutta
Keywords:
Customer Experience, Customer Satisfaction, Supermarket, Services, Products
Abstract
This report aims to find the relationship between two important aspects “customer experience” and “customer satisfaction” in the supermarket industry, customer satisfaction is an essential factor that determines the profitability and lifespan of any supermarket business in the highly competitive business environment and a better customer experience can lead to a better customer satisfaction. This paper enables people to understand different factors that affect customer experience and which will eventually affect the level of satisfaction among customers, different research methods such as empirical data analysis, literature review quantitative surveys, and qualitative interviews are used to find out different determinants of customer experience which will lead to customer satisfaction. This study enables us to understand the dynamic nature of the supermarket industry which includes several elements such as customer service variety of products, offers, pricing strategy, and technological integration, the findings of the research suggested that there are various touchpoints such as Staff attentiveness, availability of goods, personalized offers and discounts, store layout, etc
Article Details
Unique Paper ID: 164620

Publication Volume & Issue: Volume 10, Issue 12

Page(s): 2306 - 2308
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