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CONCLUSION

The study is an attempt to measure customer’s satisfaction at retail outlets in Vapi
City. The customers are the main asset for any organization, without satisfying them

no organization can be run well. Customer satisfaction towards retail stores is affected
by various factors. This survey was meant to identify the customer satisfaction level

towards D-Mart & Big Bazaar retail stores. Findings of this research suggest that the
level of customer satisfaction is highly affected by the price and quality of the

products, wide range of products and location and conveyance are more attracting

customers to visit the retail outlet. The study concludes that customers are satisfied at
both the outlets however from the analysis it is found that satisfaction rate with

customer at D-Mart is better than Big Bazaar inspite of high dissatisfaction for credit

facilities through financing/banking partner.

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