Business Research Project (Part IV) On Factors Affecting Customer Loyalty and RetentionChallenges to Organized Retailer

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Syndicate Members: Pooja Sharma Kalyani Tripathi Marshneen trehan Rashmi joshi Ajay Pandey Arun Kumar Chandan Singh Sanjeev kumar Subhash kumar Vinod Singh5/4/12

QUESTIONNAIRE

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Universe as Customers Target Customers : Delhi NCR region. Categorization:

Age Occupation Educational Qualification

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TABLE 1 AGE & CUSTOMER RETENTIONAll Age groups

supported the store patronization as they were convinced with the stores they visit.

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TABLE 2- AGE & ENJOYEMENTAll Age groups shows the positive response.

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AGE & CONVIENIENCETABLE 3 All age groups have a positive response

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TABLE 4 - AGE & PRICE All age groups having positive response towards

the price of a product.

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TABLE 5 - AGE & IMPROVE MARGINEAll age groups have a positive and a good

relationship.

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TABLE 6 - AGE & SERVICEAll age groups are service oriented.

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TABLE 7 - AGE & SELECTION OF PRODUCTAll age groups have a positive response.

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TABLE 8 - OCCUPATION & CUSTOMER RETENTION All occupation categories are having positive

response

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TABLE 9 - OCCUPATION & ENJOYEMENT

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TABLE 10 - OCCUPATION & CONVENIENCE All occupation categories are having positive

response

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TABLE 11 - OCCUPATION & PRICE All occupation categories are having positive

response

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TABLE 13 - OCCUPATION & IMPROVE MARGINE All occupation categories are having positive

response

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TABLE 14 - OCCUPATION & SERVICE All occupation categories are having positive

response

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TABLE 15 - OCCUPATION & SELECTION OF PRODUCT All occupation categories are having positive

response

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TABLE 16 EDUCATION QUALIFICATION & CUSTOMER RETENTIONresponse

All occupation categories are having positive

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TABLE 17 EDUCATION

QUALIFICATION & ENJOYMENT Educational qualification shows positiveresponse.

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TABLE 18 EDUCATION

QUALIFICATION & CONVIENIENCE shows positive Educational qualificationresponse.

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TABLE 19 EDUCATIONresponse.

QUALIFICATION & PRICE

Educational qualification shows positive

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TABLE 20 EDUCATION QUALIFICATION & IMPROVE MARGINE qualification shows positive Educationalresponse.

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TABLE 21 EDUCATION QUALIFICATION & SERVICEEducational qualification shows positive

response.

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TABLE 22 EDUCATION QUALIFICATION & SELECTIONOF PRODUCTresponse.Educational qualification shows positive

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CORRELATIONSCustomer Convenienc Improve retention e Margin Customer retention Pearson Correlation 1 .353** .291** Sig. (2-tailed) .000 .000 N Convenience Pearson Correlation Sig. (2-tailed) N Improve Margin Pearson Correlation Sig. (2-tailed) N Price Pearson Correlation Sig. (2-tailed) N Enjoyment Pearson Correlation Sig. (2-tailed) N Selection of productsPearson Correlation Sig. (2-tailed) N Service Pearson Correlation Sig. (2-tailed) 150 .353** .000 150 .291** .000 150 .358** .000 150 .444** .000 150 .205* .012 150 .324** .000 150 .437** .000 150 .371** .000 150 .455** .000 150 .381** .000 150 .414** .000 150 .536** .000 150 .407** .000 150 .148 .071 150 .270** .001 150 .392** .000 150 .234** .004 150 150 .206* .012 150 150 .294** .000 150 1 150 .437** .000 150 1 Selection of price Enjoyment products Service .358** .444** .205* .324** .000 150 .371** .000 150 .536** .000 150 1 .000 150 .455** .000 150 .407** .000 150 .392** .000 150 1 .012 150 .381** .000 150 .148 .071 150 .234** .004 150 .206* .012 150 1 .000 150 .414** .000 150 .270** .001 150 .306** .000 150 .348** .000 150 .294** .000 150 1

.306** .348** 5/4/12 .000 .000

CONCLUSIONS HA 1 : Customer loyalty shows the

positive effect of the convenience on the customers. HA 1 is accepted

HA 2 : Customer loyalty depends upon

the price of the product. HA 2 is accepted.

HA 3 : Customer loyalty is very

important factor for any organised retailers so enjoyment enables them to 5/4/12 retain the customers.

HA 4 :

Success of a service provider depends on the high quality relationship with customers which determines customer satisfaction and loyalty. HA 4 is accepted.

HA 5 : Customer loyalty depends upon the

relationship between the company and the customer. HA 5 is accepted.

HA 6 : There is significant relationship

between loyalty incentives and customer loyalty towards retail stores. HA 6 is accepted.5/4/12

THANK YOU5/4/12