Determinants of Super Store Customer Satisfaction in Pakistan

Abstract

Trend in retails selling has been changed in the European countries and getting change in the developing countries. The old fashion of small retail shops has been changed to the super stores where customer can move around and pick the desired products. In Pakistan trend of super stores is emerging recently and a number of new stores of are opened in big cities of Pakistan. This study focuses on the dimensions which create satisfaction in the customer of the retails super stores and attract new customers. Study concluded that Physical environment, Personal interaction, problem solving ability, policy are the major determinants of customer satisfaction of retail super stores. For this study RSQS measure was used.

Keywords: Retail Super Stores, Customer Satisfaction, Personal Interaction, Policy