Customer satisfaction towards the services rendered by superstore retailers

This paper presents a study of customer satisfaction towards the services rendered by superstore retailers. A non-probability convenience sampling technique was used to collect the data from the respondents. The respondents were 200 customers of DMart, Pune. The responses of the respondents have been collected on the nominal and ordinal scales. The responses pertained to the customer satisfaction have been collected on five-point satisfaction scale (basically an ordinal scale) ranging from extremely satisfied (5), extremely dissatisfied (1) with the middle of the scale identified by the response alternative neither satisfied nor dissatisfied (3). Survey method and printed questionnaires were used to gather the primary data. The questionnaires were supervised personally exercising the face to face approach to enhance response rate. The data was collected over a span of 2 months. A survey was done on Saturday and Sunday to get more positive responses. The Scope of this study is limited to Pune city. The data was analysed using Kolmogorov-Smirnov one-sample test and weighted average methods