A comparative study of customer satisfaction across leading retailers in India (KEY IJP************290)

• Shivansh Shrivastava

Abstract

This research paper presents a comparative study of customer satisfaction across leading retailers in India, aiming to provide insights into the factors influencing consumer preferences and loyalty within the retail sector. Employing a mixed-methods approach, quantitative data was collected through structured surveys distributed to a diverse sample of retail customers, while qualitative data was gathered through in-depth interviews with retail industry experts.The study analyzes various dimensions of customer satisfaction, including product quality, pricing, service experience, convenience, and brand reputation, across multiple retail formats, including brick-and-mortar stores and e-commerce platforms. Through statistical analysis and thematic coding, the paper identifies key drivers of customer satisfaction and explores differences in satisfaction levels among different retailers. The findings offer valuable implications for retail practitioners seeking to enhance customer-centric strategies and improve competitive positioning in the dynamic Indian retail landscape.