Role of attributes in influencing customer satisfaction: a study with reference to jewellery stores in Chennai
by Kota Sreenivasa Murthy; K. Sai Kumar
International Journal of Business Competition and Growth (IJBCG), Vol. 8, No. 3, 2023

Abstract: The study aims to extract the important attributes that influence customer satisfaction in jewellery stores. The required data for the study were collected from 250 customers visiting the stores, using the non-probability sampling method. The factor analysis technique was employed to extract the factors. The results of the study identified five factors responsible for influencing customer satisfaction. The store image is the most important factor accounting for a large percentage of variance followed by customer service; market strategy, convenience and customer management. The correlation between all these factors is strongly positive and influences customer satisfaction. The strongest correlation that exists with customer satisfaction is store image followed by market strategy.

Online publication date: Fri, 05-Jan-2024

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