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    A Presentation On Factors Influencing Customer Satisfaction in A Retail Chain Store in Bangladesh

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    MD. SHAKIL
    The document summarizes a presentation on factors influencing customer satisfaction in retail chain stores in Bangladesh. It discusses the literature review examining customer expectations and perceptions of quality and service. It describes the methodology used in a customer survey of 200 people to identify key factors through statistical analysis. The findings note key customer dissatisfactions around price and promotions while positive aspects were helpful staff, clean atmosphere, and quality products.

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    A Presentation On Factors Influencing Customer Satisfaction in A Retail Chain Store in Bangladesh

    Uploaded by

    MD. SHAKIL
    22 views7 pages
    The document summarizes a presentation on factors influencing customer satisfaction in retail chain stores in Bangladesh. It discusses the literature review examining customer expectations and perceptions of quality and service. It describes the methodology used in a customer survey of 200 people to identify key factors through statistical analysis. The findings note key customer dissatisfactions around price and promotions while positive aspects were helpful staff, clean atmosphere, and quality products.

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    The document summarizes a presentation on factors influencing customer satisfaction in retail chain stores in Bangladesh. It discusses the literature review examining customer expectations and perceptions of quality and service. It describes the methodology used in a customer survey of 200 people to identify key factors through statistical analysis. The findings note key customer dissatisfactions around price and promotions while positive aspects were helpful staff, clean atmosphere, and quality products.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    22 views7 pages

    A Presentation On Factors Influencing Customer Satisfaction in A Retail Chain Store in Bangladesh

    Uploaded by

    MD. SHAKIL
    The document summarizes a presentation on factors influencing customer satisfaction in retail chain stores in Bangladesh. It discusses the literature review examining customer expectations and perceptions of quality and service. It describes the methodology used in a customer survey of 200 people to identify key factors through statistical analysis. The findings note key customer dissatisfactions around price and promotions while positive aspects were helpful staff, clean atmosphere, and quality products.

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    © All Rights Reserved
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    You are on page 1of 7

    A Presentation on

    Factors Influencing Customer Satisfaction in a Retail Chain Store


    in Bangladesh.

    Presented By
    S M Hosain Rafaz Omi

    Article details : Asian Journal of Managerial Science. Vol.12 no 2 ,2023,pp1-9


    Introduction

    The retail sector in Bangladesh is rapidly growing due to population increase


    and changing consumer habits. Despite this growth, the sector remains
    largely unstructured and lacks reliable data. Chain stores are gaining
    popularity as consumers value time and convenience. Customers now seek a
    combination of quality products, good service, and a hassle-free shopping
    experience. Understanding customer satisfaction is crucial for the success of
    retail businesses in Bangladesh

    2
    Literature Review

    The literature review examines the complexities of customer satisfaction, drawing from
    insights by Miller (1997) and Day (1997) regarding customer expectations and their
    classifications. It also explores studies by Olson & Dover (2016) and Olshavsk & Miller
    (2016), shedding light on the influence of expectations on perceived performance evaluations.
    Notably, the review incorporates perspectives from Hill, Roche, & Allen (2007) and Hague &
    Hague (2017), emphasizing the role of product quality and after-sales services in driving
    customer satisfaction. Finally, it incorporates insights from Cronin & Taylor (2019) and Tao
    (2019) regarding the importance of customer satisfaction for business growth and customer
    retention strategies.
    3
    Methodology
    A customer survey was designed to gather data on factors influencing customer
    satisfaction in Bangladeshi chain stores. The questionnaire included both closed-ended
    questions and demographic information. It covered aspects like store location, design,
    product range, staff service, and checkout experience.

    Data collection used a survey approach interviewing 200 customers. The collected data
    was analyzed using SPSS 23 and Microsoft Excel. Analysis methods included descriptive
    statistics (mean, standard deviation), factor analysis, and regression analysis to identify
    key factors and their impact on customer satisfaction.

    4
    Findings

    Key Dissatisfactions:
    ● Price doesn't match perceived value.
    ● Unattractive promotions and offers.
    ● Lack of additional services (e.g., play areas for children).

    Positive Aspects:
    ● Helpful and knowledgeable staff.
    ● Clean, uncrowded, and quiet shopping atmosphere.
    ● High-quality and branded products.
    ● Excellent product display.

    5
    Findings

    Focus on:
    ● Improving value perception through pricing or promotions.
    ● Offering more attractive promotions.
    ● Enhancing in-store experience with additional services.
    ● Simplifying shop layout and considering location accessibility.

    6
    Thank You

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