Academic journal article IUP Journal of Marketing Management

Focus

Academic journal article IUP Journal of Marketing Management

Focus

Article excerpt

India remains one of the fastest growing economies with purchasing power and per capita income on the rise. Malls which were earlier concentrated only in tier I cities are now constantly expanding their reach to tier II and tier III cities. The first paper, "Expectations of Retailers: An Empirical Investigation of Malls in Tier II Cities" by Pooja Khanna and Suresh Seth, was conducted in three major cities of Punjab- Amritsar, Jalandhar and Ludhiana. Out of the sample size of 191 retailers, 60 retailers were personally interviewed. The scale used for CFA was more rigorous than EFA, hence two factors were found to have a significant impact out of the five factors proposed by EFA. These two factors are-amenities and location of the mall and the store.

The second paper, "Linkages Between Service Quality, Customer Satisfaction and Customer Loyalty: A Literature Review" by Priyanka Arora and Sarang Narula, talks about the importance of the service sector and emphasis on service quality. Increased competition, highly educated customers and increase in standard of living are forcing many businesses to review their customer service strategy. The paper aims to contribute to existing research by studying the models on linkages between service quality, customer satisfaction and customer loyalty and summarizing these models. The authors, among other things in the paper, focus on Gap model which measures 'gaps' between quality service expectations of the service process and perception of service quality after the service process. …

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