( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

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CUSTOMER EXPECTATION AND SATISFACTION: A CASE STUDY OF BIG BAZAAR RETAIL STORE IN BARODA

    2 Author(s):  MR. DIGNESH S. PANCHASARA , DR. UMESH R. DANGARWALA

Vol -  6, Issue- 11 ,         Page(s) : 163 - 173  (2015 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Customer satisfaction always helps to enhance the market share. In consumer goods industry various parameters are available to judge the satisfaction of customer towards the product, but in the case of service industry only quality of the service derives the level of satisfaction. This study attempt to identify the expectations and satisfactions towards the Big Bazaar store at Baroda with the help of service quality dimensions. For the purpose of study 100 samples are considered to pool up the opinions by structured questionnaire. The study results that the satisfaction level towards Big Bazaar is positive but the expectation level is greater than as compared to satisfaction level.

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