Consumers Expectation and Satisfaction Towards Modern Day Retail Formats

C Kowsalya; C Malleshwaran

C Kowsalya Research Scholar, Department of Commerce, Government of Arts College, Udhagamandalam, Nilgiris
C Malleshwaran Post Graduate & Research Supervisor, Department of Commerce (International Business), Chikkanna Governments Arts College, Tiruppur

Keywords: Consumer’s expectation, consumer’s satisfaction, retailing

Abstract

Retail outlet plays an important role in today’s context. Earlier only some selected retail outlet’s were found with an exclusive range of products enjoying monopoly status. Now the trend has been changed and many sophisticated modern retail shops, with wide variety of products are seen everywhere. The traditional grocery stores have EMBRACED the modern retail formats. The purpose of this paper is to find out the consumers expectation and satisfaction towards the modern day retail formats in coimbatore city. A total of 200 consumers of modern retail outlets were personally surveyed with the structured questionnaire. The consumers spread out throughout the Coimbatore city. Stastical analysis such as percentage analysis, chi squre analysis, correlation analysis were carried out. The results may help the management of all the modern retail formats to understand the factors that influences the consumer's expectations and satisfaction, that they can implement the requirement of the consumer and be sucessful in the emerging's retailing enviroment.