Mediating role of value delivery in value delivery-user satisfaction relationship in organised retail stores in city of ludhiana (punjab)

The Indian retail industry has scaled impeccable growth over the last decade with an amiable acceptance to organised retailing formats. The industry is maturing towards modern concept of retailing, cornering the conventional unorganised family-owned businesses. As per US-based global management consulting firm, A T Kearney, India has been ranked as the fourth most attractive nation for retail investment among 30 emerging markets. The retail consumer is becoming very perceptive and challenging in the context of day to day lifestyle. As a result there is stiff competition among Indian and foreign retailers to attract customers and retain them. In this tug-of-war, quality retailing, delivering value to user has emerged as the solution. The retailer who provides quality products and services along with a quality shopping experience keeping in mind the value framework succeeds in the long run. The performance of organized retailing primarily depends upon service delivery & quality of service delivery. In all service firms, customers' perceived value delivery is taken as an important element of business success. This paper empirically examines the value delivery-customer satisfaction relationship in organised retail outlets in Punjab's commercial capital, Ludhiana. Results indicate that value delivery has a significant impact on customer satisfaction.

Keywords

Value Delivery Customer Satisfaction Value Framework

References

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“Strengthening the satisfaction-profit chain”, Journal of Service Research, Vol. 3 No. 2, pp. 107–120.
Berry, L.L., Zeithaml, V.A. & Parasuraman, A. (1988)
“Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52, pp. 35–48.
Bolton, R.N. & Drew, J.H. (1991)
“A longitudinal analysis of the impact of services changes on customer attitudes”, Journal of Marketing, 55, 1–9.
Bolton, R.N. & Lemon, K.N. (1999)
“A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction”, Journal of Marketing Research, 36, 171–186.
Buttle, F. (1996)
“SERVQUAL: review, critique, research agenda”, European Journal of Marketing, Vol. 30 No. 1, pp. 8–32.
Caruana, A. (2002)
“Service loyalty: The effects of service quality and the mediating role of customer satisfaction”, European Journal of Marketing, 36(7/8), 811–828.
Caruana, A., Money, A.H. & Berthon, P.R. (2000)
“Service quality and satisfaction — the moderating role of value”, European Journal of Marketing, 34(11/12), 1338–1352.
Chang, T.Z. & Wildt, A.R. (1994)
“Price, product information, and purchase intention: An empirical study”, Journal of the Academy of Marketing Science, 22, 16–27.
Clarke, K. (2001)
“What Price on Loyalty When a Brand Switch is Just a Click Away?”, Qualitative Market Research, 4(3), 160–168.
Wycoff, D.D. (1985)
New tools for achieving service quality, in C.H. Lovelock (Ed.), Managing Services Marketing, Operations and Human Resources, Prentice-Hall, pp. 153–209.
Gronroos, C. (1984)
“A service quality model and its marketing implications”, European Journal of Marketing, 18(4), 36–44.
Heskett, J.L. et al. (1994)
“Putting the service-profit chain to work”, Harvard Business Review, March/April, pp. 164–174.
Kaul, S. (2005)
Impact of performance and expressiveness value of store service quality on satisfaction, IIMA WP No. 3.
Lehtinen, U. & Lehtinen, J.R. (1982)
Service quality — a study of attributes, Service Management Institute, Helsinki.
Lewis, R.C. & Booms, B.H. (1983)
“Marketing aspects of service quality”, in Berry, Shostack & Upah (Eds.), Emerging Perspectives in Service Marketing, AMA, 99–107.
Loveman, G.W. (1998)
“Employee satisfaction, customer loyalty, and financial performance”, Journal of Service Research, Vol. 1 No. 1, pp. 18–31.
Normann, R. & Ramirez, R. (1993)
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Oliver, R.L. (1999)
“Whence customer loyalty?”, Journal of Marketing, 63, 33–44.
Oliver, R.L. & DeSarbo, W.S. (1988)
“Response determinants in satisfaction judgments”, Journal of Consumer Research, 14, 495–508.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988)
“SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64(1), Spring.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985)
“A conceptual model of service quality”, Journal of Marketing, 49, Fall.
Schlesinger, L.A. & Heskett, J.L. (1991)
“The service driven company”, Harvard Business Review, Sept/Oct, pp. 71–80.
Sirdeshmukh, D., Singh, J. & Sabol, B. (2002)
“Consumer trust, value, and loyalty in relational exchanges”, Journal of Marketing, 66, 15–37.
Sivadas, E. & Baker-Prewitt, J.L. (2000)
“Service Quality, Customer Satisfaction, and Store Loyalty”, International Journal of Retail & Distribution Management, 28(2), 73–82.
Sohail, S.M. (2003)
“Service quality in hospitals: Managing Service Quality”, Vol. 13 No. 3, 197–206.
Storbacka, K., Strandvik, T. & Grönroos, C. (1994)
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Tesco (2006)
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Van der Wiele, T., Boselie, P. & Hesselink, M. (2002)
“Relationship between customer satisfaction and business performance”, Managing Service Quality, 12(3), 184–193.
Vilares, M.J. & Coehlo, P.S. (2003)
“The employee-customer satisfaction chain”, European Journal of Marketing, 37(11/12), 1703–1722.
Voss, C. et al. (2004)
“A tale of two countries: service quality and customer satisfaction”, Journal of Service Research, 6(3), 212–223.
Wong, A. & Sohal, A. (2003)
“Service quality and customer loyalty: perspectives on retail relationships”, Journal of Services Marketing, 17(5), 495–513.
Ulaga, W. (2001)
“Customer Value in Business Markets”, Industrial Marketing Management.
Yan Ma & Jianxun Ding (2010)
“Delivering Customer Value Based on Service Process: The Example of Tesco.com”, Vol. 3 No. 2, p. 2.

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Pardeep Bawa, B.L.Gupta, Bhawna Sharma . (2012). Mediating role of value delivery in value delivery-user satisfaction relationship in organised retail stores in city of ludhiana (punjab). DIAS Technology Review, 9(1), 20-26.

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[1] Anderson, E.W. & Mittal, V. (2000)

[2] “Strengthening the satisfaction-profit chain”, Journal of Service Research, Vol. 3 No. 2, pp. 107–120.

[3] Berry, L.L., Zeithaml, V.A. & Parasuraman, A. (1988)

[4] “Communication and control processes in the delivery of service quality”, Journal of Marketing, Vol. 52, pp. 35–48.

[5] Bolton, R.N. & Drew, J.H. (1991)

[6] “A longitudinal analysis of the impact of services changes on customer attitudes”, Journal of Marketing, 55, 1–9.

[7] Bolton, R.N. & Lemon, K.N. (1999)

[8] “A dynamic model of customers’ usage of services: Usage as an antecedent and consequence of satisfaction”, Journal of Marketing Research, 36, 171–186.

[9] Buttle, F. (1996)

[10] “SERVQUAL: review, critique, research agenda”, European Journal of Marketing, Vol. 30 No. 1, pp. 8–32.

[11] Caruana, A. (2002)

[12] “Service loyalty: The effects of service quality and the mediating role of customer satisfaction”, European Journal of Marketing, 36(7/8), 811–828.

[13] Caruana, A., Money, A.H. & Berthon, P.R. (2000)

[14] “Service quality and satisfaction — the moderating role of value”, European Journal of Marketing, 34(11/12), 1338–1352.

[15] Chang, T.Z. & Wildt, A.R. (1994)

[16] “Price, product information, and purchase intention: An empirical study”, Journal of the Academy of Marketing Science, 22, 16–27.

[17] Clarke, K. (2001)

[18] “What Price on Loyalty When a Brand Switch is Just a Click Away?”, Qualitative Market Research, 4(3), 160–168.

[19] Wycoff, D.D. (1985)

[20] New tools for achieving service quality, in C.H. Lovelock (Ed.), Managing Services Marketing, Operations and Human Resources, Prentice-Hall, pp. 153–209.

[21] Gronroos, C. (1984)

[22] “A service quality model and its marketing implications”, European Journal of Marketing, 18(4), 36–44.

[23] Heskett, J.L. et al. (1994)

[24] “Putting the service-profit chain to work”, Harvard Business Review, March/April, pp. 164–174.

[25] Kaul, S. (2005)

[26] Impact of performance and expressiveness value of store service quality on satisfaction, IIMA WP No. 3.

[27] Lehtinen, U. & Lehtinen, J.R. (1982)

[28] Service quality — a study of attributes, Service Management Institute, Helsinki.

[29] Lewis, R.C. & Booms, B.H. (1983)

[30] “Marketing aspects of service quality”, in Berry, Shostack & Upah (Eds.), Emerging Perspectives in Service Marketing, AMA, 99–107.

[31] Loveman, G.W. (1998)

[32] “Employee satisfaction, customer loyalty, and financial performance”, Journal of Service Research, Vol. 1 No. 1, pp. 18–31.

[33] Normann, R. & Ramirez, R. (1993)

[34] “From value chain to value constellation: Designing interactive strategy”, Harvard Business Review, July/August, 65–77.

[35] Oliver, R.L. (1999)

[36] “Whence customer loyalty?”, Journal of Marketing, 63, 33–44.

[37] Oliver, R.L. & DeSarbo, W.S. (1988)

[38] “Response determinants in satisfaction judgments”, Journal of Consumer Research, 14, 495–508.

[39] Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988)

[40] “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, 64(1), Spring.

[41] Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985)

[42] “A conceptual model of service quality”, Journal of Marketing, 49, Fall.

[43] Schlesinger, L.A. & Heskett, J.L. (1991)

[44] “The service driven company”, Harvard Business Review, Sept/Oct, pp. 71–80.

[45] Sirdeshmukh, D., Singh, J. & Sabol, B. (2002)

[46] “Consumer trust, value, and loyalty in relational exchanges”, Journal of Marketing, 66, 15–37.

[47] Sivadas, E. & Baker-Prewitt, J.L. (2000)

[48] “Service Quality, Customer Satisfaction, and Store Loyalty”, International Journal of Retail & Distribution Management, 28(2), 73–82.

[49] Sohail, S.M. (2003)

[50] “Service quality in hospitals: Managing Service Quality”, Vol. 13 No. 3, 197–206.

[51] Storbacka, K., Strandvik, T. & Grönroos, C. (1994)

[52] “Managing Customer Relationships for Profit”, International Journal of Service Industry Management, pp. 21–38.

[53] Tesco (2006)

[54] Annual Report, http://www.tescocorporate.com/images/Tesco_Report_2006_Full.pdf

[55] Van der Wiele, T., Boselie, P. & Hesselink, M. (2002)

[56] “Relationship between customer satisfaction and business performance”, Managing Service Quality, 12(3), 184–193.

[57] Vilares, M.J. & Coehlo, P.S. (2003)

[58] “The employee-customer satisfaction chain”, European Journal of Marketing, 37(11/12), 1703–1722.

[59] Voss, C. et al. (2004)

[60] “A tale of two countries: service quality and customer satisfaction”, Journal of Service Research, 6(3), 212–223.

[61] Wong, A. & Sohal, A. (2003)

[62] “Service quality and customer loyalty: perspectives on retail relationships”, Journal of Services Marketing, 17(5), 495–513.

[63] Ulaga, W. (2001)

[64] “Customer Value in Business Markets”, Industrial Marketing Management.

[65] Yan Ma & Jianxun Ding (2010)

[66] “Delivering Customer Value Based on Service Process: The Example of Tesco.com”, Vol. 3 No. 2, p. 2.