Customers’ Attitudes Towards Retail Chain Store Services in Bangladesh – a Comparative Study Between Retail Chain Store and Small Retail Store

Topics: Retailing, Shopping mall, Chain store Pages: 21 (6047 words) Published: March 18, 2013

Customers’ attitudes towards retail chain store services in Bangladesh – A comparative study between retail chain store and small retail store Mohammad Zahedul Alam[1]
S.M. Sohel Rana[2]
The aim of this paper is to analyze the customers’ attitudes towards retail chain store services in comparison with the small retail stores in Bangladesh. From the study, it has been found that most of the retail chain stores are selling the quality products with high quality services in the hassle free environment. Another thing is that retail chain store provides variety of assortments where customers can purchase all kinds of goods from a particular chain store at a time. From the study, it has also been found that majority of the people have positive attitudes towards the retail chain store. Retail chain store introduced a whole new experience in the shopping of daily necessities. Although there are many factors which relate to customer satisfaction, most of the previous empirical research in this field tended to emphasize on quality products, products variety and special products, location, hygienic environment, hassle free shopping and freshness, competitive price, service and layout of the store. The result of this study shows that the factors have positive relationship with customer satisfaction those in terms ensure store loyalty. Therefore, the retail chain store should consider product and store service factors as the foundation to satisfy customer and to improve service quality as an add-on value to customer. Keywords: Superstore, Consumer Behavior, Attitude, Demographic factors. Introduction:

The brain child behind the concept of self-service grocery was an American entrepreneur Clarence Saunders who came up with the idea with his “Piggly Wiggly” stores in Memphis Tennessee on the year 1961. It was a huge success and later on he started to offer franchises of his store. Pretty soon some other companies such as the Great Atlantic and Pacific Tea company of Canada and US followed the business in the year 1920. At present, there are many world renowned superstores spread around the world serving billions of customers and making huge profit of this business. To name a few of them, there are Wal-Mart, Safeway, SPAR, ALDI, Netto, Lidl etc. Retail chain store service is the new era in the history of marketing in the twenty first century. Supermarkets have successfully made a breakthrough in the urban lifestyle with the idea of “all essential commodities under one roof.” From the concept of global retailers such Wal-Mart, Safeway, Sears, some private organizations establish the retail chain store services in Bangladesh. Rahimafrooz Superstores ltd. (RSL) was the first one to launch the first ever retail chain in Bangladesh in the year 2001. From that very year till now people of Bangladesh have seen many of these superstores to open their stores with a huge Bang and Buzz but also leaving many out of business without making noise. Superstore market in Bangladesh has proven itself as a highly competitive and unmerciful business place to get into but also highly profitable business to do if you can play it right so did many such as “Shopno” with their 70 stores around the country with 30 stores outside Dhaka while sharing the dominance of Dhaka city with giant retail stores as Meena Bazar, Agora and Almas. It has been expanded very rapidly within a short span of time in Bangladesh. Over the time, the competitors of retail chain stores are increasing day by day. People in Bangladesh are becoming time conscious and they do not have enough time to spend for shopping. So, majority people want to shop all kinds of goods from a particular departmental store at a time so that they can save their time, money and energy. In the large cities of Bangladesh, it is very difficult to move from one place to another place for shopping purposes due to traffic jam. Due to high level of awareness, most of the educated...

References: Armstrong, Gary and Kotler, Philip (2006), 'Marketing: An Introduction ', Prentice Hill, 8th Edition, New Jersey.
Armstrong, Gary and Kotler, Philip (2010), 'Principles of Marketing’, Prentice Hill, 13th Edition, New Jersey.
Bachmann, Dieter (2008), ‘Supermarkets on the rise’, The Daily Star, December 26, 2008.
Food Marketing Institute, 2000. ‘Supermarkets offer More Services and Product Variety’. Accessed online at fiaslnewproductsand services.pdf on June 23, 2011.
Food Marketing Institute, 2001 (a). ‘Food Retailing in the 21 Century - Riding a Consumer Revolution’. FMI Backgrounder, April 2001. Accessed online at www.fmi.or~/factsf ig;s/media/b~/FoodRetailing.pdf May 11, 2011.
Working Paper 01 -02, The Retail Food Industry Center, University of Minnesota, 2001.
Gambino, Frank, Mayo, Edward and Lane, Paul. ‘Back to future: Understanding the past and predicting future of the food store’. Journal of Food Products Marketing, Vol. 2(1) 61-81, 1994.
Gupta, Rahul (2007), ‘In-store and Online Retail Pricing Policies’,Working Paper, University of Nottingham.
Heckman, M. ‘Niche Marketing: Developing Retail Customer Segments’. The 2001 FMI Show. Conference Proceedings, (http:l/uww.fn1i.or~/events/ma~/2000/handouts/mark.ehttmin), 0l May, 2011.
Jeevananda, Dr. S. (2011), ‘A Study on Customer satisfaction level at Hypermarkets in Indian Retail Industry’, Research Journal of Social Science & Management, Volume:01, Number:03.
Kinsey, J. Ben Senauer, Robert P. King and Paul F. Phumpiu. ‘Changes in the Retail Food Delivery: Signals for Producers, Processors and Distributors’. The Retail Food Industry Center, University of Minnesota, 1996.
Kirby, D. A, ‘What Happened to the Local grocer?’, Retail and Distribution Management, 6,5,52-5, 1978.
Mc Taggart, J. (2004). The search of growth (April 15, 2004). Progressive Grocer, 83(6), 3 1-32, 34, 36, 38, 40-41.
Munni ,Monira(2010), Superstores focusing more on supply chain management challenge, The Financial Express, October 30, 2010.
Munni, Monira (2010). ‘Superstores eye boom time ahead over 600 chain retail outlets expected in few years’. The Daily Bangladesh Economy, March 5, 2010.
Myers, J. H. ‘Segmentation and Positioning for Strategic Marketing Decisions’. Chicago, American Marketing Association, 1996.
Nagle, Thomas T. and Holden, Reed K. (2002), 'The Strategy and Tactics of Pricing ', Prentice Hall.
Parvez, Sohel (2009), Superstore to spread out, The Daily Star, March 10, 2009
Segal, M N
International Journal of Retail & Distribution Management, 22(1), Jan-Feb., 38-48, 1994.
Senauer, B., E. Asp, and J. Kinsey. ‘Food Trends and Food Retailing and the changing Consumer’. St. Paul: Eagan Press, 1980.
Smith, W. 'Product Differentiation and Market Segmentation as alternative Marketing Strategies’. Journal of Marketing, Vol. 2 1, p. 3-8, 1956.
The Annual Report, 2011. Bangladesh Supermarket Owners Association (BSOA).
Abul Kashem Mohammad (2012) “The Bangladeshi Consumer Behavior and Attitude Toward Superstores” European Journal of Business and Management (Online), Volume no. 4, Issue no. 8 pp (85 – 96).
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • A Study on Customer Preference in Retail Store- Adani Store Essay
  • Retail Stores Essay
  • Retail Stores Essay
  • A Study of Brand Loyalty Towards the Organized Retail Stores Essay
  • Atmospheric Cues in Retail Stores Essay
  • Technology and Its Impact on Retail Stores Essay
  • Essay on Retail Store Design and Layout
  • It in Retail Store Operations Essay

Become a StudyMode Member

Sign Up - It's Free