Вы находитесь на странице: 1из 11

Author Profile Accessibility Convenience Satisfaction Statistical

Difference
Weitz B. Consumers
(2012) are motivated
by utilitarian
and hedonic
needs typically
shop in a
more
deliberate and
efficient
manner.
McCarthy B. People will not
(2016) focus on higher
level needs until
their basic needs
have been
fulfilled.
Human needs
may be physical in
nature such as
the need for
foods and water.
People have a
basic need for
security, such as
the need to feel
safe and free
from harm.
Joshi M. If the prices
(2012) are too high,
only a few
buyers
purchase and
if the prices
are low,
several buyers
purchase.
Fenner B. Consumerism
(2010) can be
understood as
the belief that
the purchase
of material
goods and
professional
services will
result in
psychological
happiness,
personal
fulfillment and
social regard.
Macbeth D. In the
developed
world, more
and more
customers
seem to want
some degree
of choice and
variety if not
totally
bespoke
product or
services.
Whalley A. Place utility is Time utility is
(2010) when making a when making
product available a product
in a location available
convenient for when
customers, the consumers
flow of goods want to
through different purchase it.
distribution
channels from
producer to
consumer from
the place of
abundant to the
place or where
they are needed
creates place
utility.
Go J (2010) When these It is Marketers
products/services imperative must convert
address trends in that a firm needs and
customers’ understands wants into
lifestyles and the costs product or
preferences associated service
better that its with satisfying features that
substitutes, they needs and provide
can become the wants. benefits
top brands in Otherwise, sought by
simply
their respective satisfying all their
classes. customer’s consumers.
needs and
wants without
dues
consideration
to costs will
result in a
losing
operation.
Needs are the A low-priced After the
basic reason or brand may needs are
the minimum satisfy a satisfied, the
requirements physiological challenge is in
consumers look in need of a the
a product or consumer. satisfaction of
service. want and
expectations,
which are the
motivating
factors for
consumers to
purchase.
Needs must be Business Customers are
addressed first or organization not
else satisfaction gains such a necessarily
of motivation competitive motivated to
wants becomes advantage buy a product
irrelevant. when it is able simply
to offer a wide because the
variety of products meet
products and their basic
services, and needs.
greater value
or utility than
competitor
There must be
customer
satisfaction
and consistent
repeat
purchases.
The concept
of continuity
marketing
reflects
customer
loyalty, a
reliable way of
evaluating
customer’s
satisfaction.
Salvador S. Business
(2010) organization
gains such a
competitive
advantage
when it is able
to offer a
greater value
or utility than
competitor.
McHaney R. New data
(2016) analytics tools
and techniques
have emerged to
help businesses
understand
existing
customers and
locate potentially
new customers.
Gordon K. The location must
(2017) be easily
accessible and
provide the
customer with a
feeling of safety.

Co. H (2017) Location decisions


are important to
retail outlets
because it affects
the demand for
their
products/services.
McGraw-Hill Consumers Once a
(2012) decide upon product has
purchases on been bought,
the basis of customer
judgements satisfaction
about the depends upon
values offered its perceived
by suppliers. performance
compared to
the buyer’s
expectations.
Customer
satisfaction
occurs when
perceived
performance
matches or
exceeds
expectations
Kotler P. Customer
(2011) satisfaction
depends on
the product’s
perceived
performance
relative to a
buyer’s
expectations.
If the product’s
performance
falls short of
expectations,
the customer
is dissatisfied.
If performance
matches
expectations,
the customer
is satisfied. If
performance
exceeds
expectations,
the customer
is highly
satisfied or
delighted.
Ferrel O. C. Convenience
(2014) products are
relatively
inexpensive.
Frequently
purchased
items for
which buyers
exert only
minimal
purchasing
efforts. The
buyer spend
little time
planning the
purchase or
comparing
available
brands or
sellers. Even a
buyer who
prefers a
specific brand
will readily
choose a
substitute if
the preferred
is not
conveniently
available.
Buttle F. Customer
(2011) satisfaction is
a pleasurable
fulfi lment
response.
Dissatisfaction
is an
unpleasurable
fulfi lment
response. The
experience, or
some part
thereof
’component of
the defi nition
suggests that
the
satisfaction
evaluation can
be directed at
any or all
elements of
the customer’s
experience.
This can
include
product,
service,
process and
any other
components of
the customer
experience.
Payumo C. People are
(2014) never
satisfied.
Wants arise
one after
another.
Human wants
are unlimited,
insatiable, and
innumerable.
They are
infinite and
may only
limited by
people’s
imagination.
Blascova M. It agreed that
(2009) it is normal for
people to have
needs that are
both partly
satisfied and
at the same
time
unsatisfied
and that a
person‘s
behavior is
mostly
motivated by
the most
important
needs at a
given time.
Buttle F. Companies may
(2011) make products,
but customers do
not buy products.
Customers buy
solutions to their
problems. They
buy benefits or,
better said, they
buy the
expectation of
benefits.
Kirznel I. An individual
(2007) is free to act in
isolation, and
he is free to
engage in acts
of exchange
with other
individuals
whenever he
and some
other
individuals
both perceive
the opportunity
of mutual
benefit
through trade.
Yu (2007) Higher
customer
Satisfaction
leads to higher
customer
revenue and
higher
customer
costs at the
same time,
and thus
customer
profits remain
unaffected.
There is
obviously a
tradeoff and
lead to the
question of
probability.

Geller (2008) Surveys have


become a
common tool
for many
companies to
learn more
about their
customers and
ultimately
improve their
satisfaction
with the
company and
its products.
The rise of
customer
satisfaction as
an important
concern for
business
leaders is not
over yet: the
National Retail
Federation
(NRF)
recently
released
survey
findings
indicating that
among 418
executives
across 137
companies in
the retail
industry
customer
satisfaction
currently has
the top priority
Kalyanaraman Small outlets Many
(2013) located near consumers
residential areas seek benefits
offer much that small
convenience. stores often
provide better
than large
stores. For
instance,
some people
seek high
levels of
shopping
convenience.
The entire The success
process of of any retail
creating or operation is
procuring a largely based
product or serve on the
needed by the retailer’s ability
consumer and to provide the
ensuring that it right goods to
reaches the place the consumer,
where a at the right
consumer can buy place, at the
it, is integral to the right time and
existence of any at the right
retail organization price.
The first factor to Price is an
be taken into integral part of
consideration is the retail
the demand for marketing mix.
the product and It is the factor,
the target market. which is the
Who is this source of
product meant for revenue for
and what the the retailer.
value proposition The price of
for the consumer the
is merchandise
also
communicates
the image of
the retail store
to the
customers.
Retailers are Various
keenly interested factors like the
in the size of the target market;
population, its store policies,
geographical competition
distribution, and the
density, mobility economic
trends, age conditions
distribution and need to be
taken into
social ethnic and consideration
religious structure. while arriving
at the price of
a product.

Retail firms, will The stores


have to policies and
continuously the images to
measure the be created
changes - also influence
qualitative as well the pricing of a
as quantitative - product.
that are taking Retailers who
place in the want to create
population a prestige
structure. To image may opt
avoid negative for a higher
consequences pricing policy,
brought on by while the
active consumer retailer who
groups, a retailer wants to
must penetrate the
communicate with market, may
consumers, decide to offer
anticipate a value for
problems, money
respond to proposition
complaints and
make sure that
the firm operates
properly

A small store’s
highly
motivated
owner
manager and
customer-
oriented sales
staff may
surpass a
large store on
this important
shopping
dimension.
These entities
called
voluntary
chains or
franchise
systems - give
members
some of the
advantages of
large stores,
such as
specialized
management,
buying power
and a well-
known name.

Fajardo F. R. Number of good Buyers tend to


(2011) substitutes. reduce their
Demand is elastic purchases as
for a product with price
many good increases, and
substitutes. tend to
increase their
purchases
whenever
price falls.
These are
logical
reactions to
price changes.
However, such
reactions vary
in accordance
with the nature
of the products
and the
particular
needs of the
buyer.
Price increase
in proportion
to income.
If the price
increase has
very little
effect
on the income
or budget of
the buyers,
demand is
inelastic.