DOI Prefix : 10.9780 | Journal DOI : 10.9780/22307850
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Volume : IV, Issue : I, February - 2014

A SEM APPROACH TOWARDS THE MEASUREMENT OF SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS AMONG THE HYPERMARKETS OF SOUTHERN TAMIL NADU

R. P. C. S. Rajaram, V. P. Sriram

DOI : 10.9780/22307850, By : Laxmi Book Publication

Abstract :

Achieving Higher Customer Satisfaction is a major problem among the retailers by offering quality products and services, but at the same time it is not easy to come out with magical Service offerings which in turn will make the customers happy. Each and every customer expectations and preferences towards retail service offerings are quite common all over the world, but at the same time the customer preference and expectations differs with respect to different region and location. Hence Each and Every Retailer has to understand their customers well and in turn they need to offer quality services in order to achieve greater customer satisfaction. Then only the satisfied customers will be loyal towards such retailers.

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    Cite This Article :

    R. P. C. S. Rajaram, V. P. Sriram(2014). A SEM APPROACH TOWARDS THE MEASUREMENT OF SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS AMONG THE HYPERMARKETS OF SOUTHERN TAMIL NADU. Indian Streams Research Journal, Vol. IV, Issue. I, DOI : 10.9780/22307850, http://isrj.org/UploadedData/3653.pdf

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    129. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
    130. Cronin, J. J., Brady, M. K., and Hult, G. (2000), “Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioural Intentions in Service Environments”, Journal of Retailing, Vol.No.76, Issue.No.2, pp.193–218.
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    144. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
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    153. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
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    156. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
    157. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
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    160. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
    161. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
    162. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
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    166. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
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    170. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
    171. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
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    174. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
    175. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
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    188. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
    189. Hellier, P. K., Geursen, G. M., Carr, R. A., and Rickard, J. A. (2003), “Customers Repurchase Intention: A General Structural Equation Model”, European Journal of Marketing, Vol.No.37, Issue.No. 11/12, pp.1762–1800.
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    193. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
    194. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
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    197. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
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    204. Danesh, S. N., Nasab, S. A., & Ling, K. C. (2012). “ The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets”, International Journal of Business and Management,
    205. A.R. Azhar, M. Z. Mohd Salehuddin, Mohd Faeez B. Saiful Bakhtiar and Mohd Syaquif Yasin B. Kamaruddin (2012), “Customer Satisfaction with Hypermarket Fresh Food Characteristics”, Journal of Tourism, Hospitality & Culinary Arts, Volume.No.4, Issue.No.1, 2012.
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    212. Choi, K. S., Cho, W. H., Lee, S. H., Lee, H. J., and Kim, C. K. (2004), “The Relationships among Quality, Value, Satisfaction and Behavioural Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol.No.57, Issue.No.8, pp.913–921.
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    237. Ranaweera, C., and Prabhu, J. (2003), “On the Relative Importance of Customer Satisfaction and Trust as Determinants of Customer Retention and Positive Word Of Mouth”, Journal of Targeting, Measurement and Analysis for Marketing, Vol.No.12, Issue.No.1, pp.82–90.
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