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VOL. 5, ISSUE 4 (2023)

The role of customer experience on retail management and customer loyalty

Authors

K Vinayagam, G Saravanakumar, A Gokulakrishnan, S Deepa, V Kalaiselvan

Abstract

This study explored the role of customer experience on retail management and customer loyalty in supermarkets. The research focused on understanding how factors such as product quality, pricing strategy, store atmosphere, staff behavior, inventory availability, and customer service and support contribute to creating a positive customer experience. A comprehensive review of literature from various authors and years showed that these factors play a crucial role in shaping customers' perceptions and influencing their decision-making process. Customers value high-quality products that meet their needs and expectations while considering competitive pricing strategies. The store atmosphere is another crucial element that enhances or diminishes the shopping experience. Friendly staff behavior further contributes to making customers feel valued and appreciated. The availability of a well-managed inventory system ensures that customers find what they need when they visit the supermarket.

Additionally, exceptional customer service and support are essential for promptly resolving any issues or concerns. All these factors collectively create an enjoyable shopping experience for customers. Furthermore, this study found that a positive customer experience significantly impacts retail management practices. Customers who have positive experiences with a particular supermarket brand are more likely to develop loyalty towards it over time. This loyalty leads to repeat purchases and word-of-mouth recommendations from satisfied customers.

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Pages:49-56

How to cite this article:

K Vinayagam, G Saravanakumar, A Gokulakrishnan, S Deepa, V Kalaiselvan "The role of customer experience on retail management and customer loyalty". International Journal of Commerce and Economics, Vol 5, Issue 4, 2023, Pages 49-56

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