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http://dx.doi.org/10.15722/jds.20.10.202210.93

Disruptive Factors and Customer Satisfaction at Chain Stores in Karachi, Pakistan  

RASHID, Aamir (Department of Business Administration, Iqra University, EDC Campus)
RASHEED, Rizwana (Department of Business Administration, Iqra University, EDC Campus)
AMIRAH, Noor Aina (Faculty of Business and Management, Universiti Sultan Zainal Abidin)
AFTHANORHAN, Asyraf (Faculty of Business and Management, Universiti Sultan Zainal Abidin)
Publication Information
Journal of Distribution Science / v.20, no.10, 2022 , pp. 93-103 More about this Journal
Abstract
Purpose: This study aims to determine the relationship between disruptive factors and customer satisfaction at chain stores. Survey-based questionnaires were designed in the distribution technique to measure the findings in this study. Research design, data, and methodology: In terms of the sampling technique, the researchers adopted the simple random sampling technique with a total of 200 sample sizes. For the statistical method, the researchers applied multiple linear regression analysis to determine the potential factors that affect customer satisfaction at chain stores. The analysis of this study measured how product quality, pricing policies of chain stores, design and layout, responsiveness, and location of chain stores impart their roles in customer satisfaction. Results: This study found a significant relationship between the product quality and location of chain stores on customer satisfaction. In addition, the responsiveness, pricing policy, and physical design of chain stores impart an insignificant role in customer satisfaction. However, it is proven that the location of chain stores and product quality positively impact customer satisfaction. Conclusions: The study is geographically limited to the region of Karachi, Pakistan. Therefore, the findings may differ in the context of study implications in the other areas.
Keywords
Decision science; Design and Layout; Distribution technique; Location of chain stores; Pricing; Quality;
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