Ashish Gupta

In the fiercely competitive Indian retail sector, department stores are experiencing competitive pressures due to increased competition from discount stores, specialty stores, and aggressive e-commerce players. These stores are finding it difficult to hold their customers for a long time from switching to competing retailers and develop store loyalty for their success & growth. Given this backdrop, the present study aims to examine store loyalty across leading department stores and the impact of customer demographics (age, gender, marital and income on these departmental stores. The study was undertaken in the National Capital Region of Delhi and the primary data was collected from 287 respondents, who purchased regularly in one of the five leading department stores - Shoppers Stop, Lifestyle, Pantaloons, Globus, and Westside. Statistical analysis of the data was done with the help of SPSS 20 software. The key statistical tools applied were Independent sample t-test, one-way ANOVA a...

Though the online retailing ethics literature has been growing steadily, no research has attempted to examine the myriad aspects and concerns about the online retailers’ unethical practices and behaviours. The study aims to extend the research and re-validate the consumer perception of ethics of online retailers (CPEOR) scale in the Indian context. The methodology involves an exploratory factor analysis on a sample of 261 online shopper responses on a 7-point Likert scale. The obtained scale was then validated on a new sample of 416 users using confirmatory factor analysis. The research identifies and validates 10 factors that influence CPEOR, that is, privacy, security, non-deception, fulfilment, customer service, service recovery, fairness concerns, environmental concerns, corporate social responsibility and ethical policies. The study offers valuable insights to the managers and researchers. The study offers best practices in the different dimensions of CPEOR along with future re...

The purpose of this research is to know the important attributes of E-banking services of Public sector banks which impact the customer’s perception through modified SERVQUAL dimensions. Five dimensions Tangibility, Assurance, Empathy, Responsiveness and Reliability were taken into considerations. Data has been gathered from 252 respondents by convenience and snowball sampling method from two nationalized public sector banks using online surveys and field survey within bank premises. Factor analysis, weighted average score, mean score, regression analysis were used to extract the factors and to know the level of satisfaction. 43 items were taken in the questionnaire, which were categorized into five dimensions by using the SERVQUAL model. Key findings of this empirical study includes that the factors having higher factor loading are better satisfiers. All five dimensions i.e. Tangibility, Empathy, Assurance, Reliability, Responsiveness are positively related to the Customer satisfac...