{"title":"Customer satisfaction: impact of hedonic shopping in Delhi and National Capital Region","authors":"P. Misra, Prachi Deepak Patil, Aparna Gupta","doi":"10.1504/ijhrdm.2021.10039970","DOIUrl":null,"url":null,"abstract":"With the Indian retail industry in a boom phase, it is anticipated that the Indian retail market will increase by approximately 60% and be at USD1.1 trillion by 2020. Interestingly, along with the changing environment in the retail space, customer preferences and expectations have also been changing at a very fast pace. In the past researchers explained two dimensions of customers on the basis of their purchase intent - hedonic, who relate to the feelings of sensation and utilitarian whose primary intent is to fulfil the task or requirement (Batra, 1990; Voss et al., 2003). The present research seeks to study the impact of atmospheric factors, i.e., layout of the store, it is physical structure and ambience, lighting, profile, i.e., crowd and staff profile, as well as the location on the dependent variable, customer satisfaction for retail store operations in Delhi and National Capital Region (NCR).","PeriodicalId":35409,"journal":{"name":"International Journal of Human Resources Development and Management","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2021-07-28","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"International Journal of Human Resources Development and Management","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1504/ijhrdm.2021.10039970","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
引用次数: 0
Abstract
With the Indian retail industry in a boom phase, it is anticipated that the Indian retail market will increase by approximately 60% and be at USD1.1 trillion by 2020. Interestingly, along with the changing environment in the retail space, customer preferences and expectations have also been changing at a very fast pace. In the past researchers explained two dimensions of customers on the basis of their purchase intent - hedonic, who relate to the feelings of sensation and utilitarian whose primary intent is to fulfil the task or requirement (Batra, 1990; Voss et al., 2003). The present research seeks to study the impact of atmospheric factors, i.e., layout of the store, it is physical structure and ambience, lighting, profile, i.e., crowd and staff profile, as well as the location on the dependent variable, customer satisfaction for retail store operations in Delhi and National Capital Region (NCR).
随着印度零售业处于繁荣阶段,预计到2020年,印度零售市场将增长约60%,达到1.1万亿美元。有趣的是,随着零售环境的变化,消费者的偏好和期望也在快速变化。过去,研究人员根据顾客的购买意图解释了顾客的两个维度——享乐主义,他们与感觉感受有关,功利主义,他们的主要意图是完成任务或要求(Batra, 1990;Voss et al., 2003)。本研究旨在研究大气因素的影响,即商店的布局,它是物理结构和氛围,照明,轮廓,即人群和工作人员的轮廓,以及位置对因变量,顾客满意度的零售店运营在德里和国家首都地区(NCR)。
期刊介绍:
IJHRDM is established to cover all issues that arise when dealing with the most important of all resources - the human resource. This includes issues that are related to their growth and development as a tool in the workplace (e.g. skill training and proficiency enhancement) and in managing them effectively as a resource. The workplace is defined very broadly - it could be in a manufacturing setting or in a service setting in a changing and dynamic global environment. IJHRDM provides a refereed and authoritative source of information on aspects of human resources development and management, in manufacturing and services enterprises in a changing and dynamic global environment.