A STUDY ON CUSTOMER EXPECTATION MANAGEMENT IN ORGANISED RETAIL SHOPS SPECIAL REFERENCE WITH COIMBATORE CITY

Mr.Vengatesan.G

Volume : VI, Issue : X, October - 2016

A STUDY ON CUSTOMER EXPECTATION MANAGEMENT IN ORGANISED RETAIL SHOPS SPECIAL REFERENCE WITH COIMBATORE CITY

Mr. Vengatesan. G

Abstract :

Customer satisfaction has been a subject of great interest to organizations and researchers alike. The principal objective of organizations is to maximize profits and to minimize cost. Profit maximization can be achieved through increase in sales with lesser costs. One of the factors that can help to increase sales is customer satisfaction, because satisfaction leads to customer loyalty recommendation and repeat purchase. Customers became very vital in business during the marketing era of the 1950s when companies could produce what they can sell and not just selling what they can produce as it was during the production era. Since the beginning of the consumption era in marketing, the focus on customers/consumers has increased more as the consumption era also shifts to post–consumption; where Organizations are obliged to render more services in addition to what they provide as Offers to their customers. What are the qualities of these services provided to customers? Are the customers satisfied with these services? Thus, this research originated from the fact that customer/consumer is the key to business. In fact, their satisfaction is the most important tool that helps to increase sales and generate profits in the business environment. Moreover, the importance of customer satisfaction and service quality has been proven relevant to help improve the overall performance of organizations.