How to cite this paper
Ali, I & Naushad, M. (2021). Determinants of customer satisfaction in online grocery shoppin.International Journal of Data and Network Science, 5(3), 383-390.
Refrences
Aylott, R., & Mitchell, V. W. (1998). An exploratory study of grocery shopping stressors. International Journal of Retail & Distribution Management, 26(9), 362-373.
Baltas, G., & Papastathopoulou, P. (2003). Shopper characteristics, product and store choice criteria: a survey in the Greek grocery sector. International Journal of Retail & Distribution Management, 31(10), 498-507.
Barsky, J. D., & Labagh, R. (1992). A strategy for customer satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 33(5), 32-40.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133-152.
Bhatnagar, A., Misra, S., & Rao, H.R. (2000). On risk, convenience and Internet shopping behaviour. Communication of the ACM, 43, 98-105.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Re-search, 2(3), 244-249.Melis, K., Campo, K., Lamey, L., & Breugelmans, E. (2016). A bigger slice of the multichannel grocery pie: when does consumers’ online channel use expand retailers’ share of wallet?. Journal of Retailing, 92(3), 268-286.
Cassill, N. L., Thomas, J. B., & Bailey, E. M. (1997). Consumers' definitions of apparel value: An investigation of de-partment store shoppers. Journal of Fashion Marketing and Management: An International Journal, 1(4), 308-321.
Chakrabarty, A., & Tan, K. C. (2007). The current state of six sigma application in services. Managing Service Quality: An International Journal, 17(2).
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.
Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 24(4), 337-346.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1-22.
Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259-268.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis. Upper Saddle River, NJ: Prentice Hall.
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective. Upper Saddle River, NJ: Pearson.
Heskett, J. L. (1977). Logistics: essential to strategy. Harvard Business Review, 55(6), 85-96.
Helgesen, Ø. (2006). Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer prof-itability at the individual level. Journal of Marketing Management, 22(3-4), 245-266.
Molina, L. M., Llorens-Montes, J., & Ruiz-Moreno, A. (2007). Relationship between quality management practices and knowledge transfer. Journal of Operations Management, 25(3), 682-701.
Nunnally, J. C. (1978). An overview of psychological measurement. Clinical diagnosis of mental disorders, 97-146.
Oliver, R. L. (2000). Customer satisfaction with service. Handbook of services marketing and management, 247254.
Pan, Y., & Zinkhan, G. M. (2006). Determinants of retail patronage: a meta-analytical perspective. Journal of retailing, 82(3), 229-243.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multi-Item Scale for Measuring Consumer Per-ceptions of Service Quality. Journal of Retailing, 64(Spring), 13-40.
Ramus, K., & Nielsen, N. A. (2005). Online grocery retailing: what do consumers think?. Internet Research, 15(3), 335-352.
Tauber, E. M. (1972). Marketing notes and communications: Why do people shop?. Journal of Marketing, 36(4), 46-49.
Teller, C., Alexander, A., & Floh, A. (2016). The impact of competition and cooperation on the performance of a retail agglomeration and its stores. Industrial Marketing Management, 52, 6-17.
Turel, O., Serenko, A., & Bontis, N. (2007). User acceptance of wireless short messaging services: Deconstructing per-ceived value. Information & Management, 44(1), 63-73.
Tsoukatos, E., & Rand, G. K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insur-ance. Managing Service Quality: An International Journal, 16(5), 501-519.
Yang, Q., Pang, C., Liu, L., Yen, D. C., & Tarn, J. M. (2015). Exploring consumer perceived risk and trust for online pay-ments: An empirical study in China’s younger generation. Computers in Human Behavior, 50, 9-24.
Baltas, G., & Papastathopoulou, P. (2003). Shopper characteristics, product and store choice criteria: a survey in the Greek grocery sector. International Journal of Retail & Distribution Management, 31(10), 498-507.
Barsky, J. D., & Labagh, R. (1992). A strategy for customer satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 33(5), 32-40.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133-152.
Bhatnagar, A., Misra, S., & Rao, H.R. (2000). On risk, convenience and Internet shopping behaviour. Communication of the ACM, 43, 98-105.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Re-search, 2(3), 244-249.Melis, K., Campo, K., Lamey, L., & Breugelmans, E. (2016). A bigger slice of the multichannel grocery pie: when does consumers’ online channel use expand retailers’ share of wallet?. Journal of Retailing, 92(3), 268-286.
Cassill, N. L., Thomas, J. B., & Bailey, E. M. (1997). Consumers' definitions of apparel value: An investigation of de-partment store shoppers. Journal of Fashion Marketing and Management: An International Journal, 1(4), 308-321.
Chakrabarty, A., & Tan, K. C. (2007). The current state of six sigma application in services. Managing Service Quality: An International Journal, 17(2).
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60(4), 7-18.
Fornell, C., & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: a theoretical analysis. Journal of Marketing Research, 24(4), 337-346.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of Marketing Science Review, 1(1), 1-22.
Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of Retailing, 79(4), 259-268.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate Data Analysis. Upper Saddle River, NJ: Prentice Hall.
Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective. Upper Saddle River, NJ: Pearson.
Heskett, J. L. (1977). Logistics: essential to strategy. Harvard Business Review, 55(6), 85-96.
Helgesen, Ø. (2006). Are loyal customers profitable? Customer satisfaction, customer (action) loyalty and customer prof-itability at the individual level. Journal of Marketing Management, 22(3-4), 245-266.
Molina, L. M., Llorens-Montes, J., & Ruiz-Moreno, A. (2007). Relationship between quality management practices and knowledge transfer. Journal of Operations Management, 25(3), 682-701.
Nunnally, J. C. (1978). An overview of psychological measurement. Clinical diagnosis of mental disorders, 97-146.
Oliver, R. L. (2000). Customer satisfaction with service. Handbook of services marketing and management, 247254.
Pan, Y., & Zinkhan, G. M. (2006). Determinants of retail patronage: a meta-analytical perspective. Journal of retailing, 82(3), 229-243.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multi-Item Scale for Measuring Consumer Per-ceptions of Service Quality. Journal of Retailing, 64(Spring), 13-40.
Ramus, K., & Nielsen, N. A. (2005). Online grocery retailing: what do consumers think?. Internet Research, 15(3), 335-352.
Tauber, E. M. (1972). Marketing notes and communications: Why do people shop?. Journal of Marketing, 36(4), 46-49.
Teller, C., Alexander, A., & Floh, A. (2016). The impact of competition and cooperation on the performance of a retail agglomeration and its stores. Industrial Marketing Management, 52, 6-17.
Turel, O., Serenko, A., & Bontis, N. (2007). User acceptance of wireless short messaging services: Deconstructing per-ceived value. Information & Management, 44(1), 63-73.
Tsoukatos, E., & Rand, G. K. (2006). Path analysis of perceived service quality, satisfaction and loyalty in Greek insur-ance. Managing Service Quality: An International Journal, 16(5), 501-519.
Yang, Q., Pang, C., Liu, L., Yen, D. C., & Tarn, J. M. (2015). Exploring consumer perceived risk and trust for online pay-ments: An empirical study in China’s younger generation. Computers in Human Behavior, 50, 9-24.