Exploring the Impact of Retailing Ethics on Customer Satisfaction

Abstract

The aim of this paper is to explore empirically the impact of retailing ethics on customer satisfaction in Indian retail sector. As in the extant literature there is not even a single study on the impact of retailing ethics on customer satisfaction, this study, thus, fills the gap in literature on by obtaining data from 4 70 customers selected through systematic random sampling from , a northern city of India through a specifically designed schedule. For validating the retailing ethics and customer satisfaction scales, exploratory and confirmatory factor analysis techniques have been used. Subsequently, the impact of retailing ethics on customer satisfaction has been examined through SEM. The findings indicate that retailing ethics has positive and significant impact on customer satisfaction. However, the study is confined to a northern Indian retail sector, particularly conventional small retailers dealing in convenience goods. The present study will be highly beneficial for the researchers, retailers, customers, regulatory bodies and policy makers.