The objective of this research chapter is to identify, analyze, and record the priority of shoppers toward the factors which drive the customer-centric approach of modern retail houses. 92 customer-centricity driving variables have been identified from concomitant literature. These variables are examined in 1024 respondents of metro and urban shoppers. Exploratory factor analysis and analytic hierarchy process (AHP) have been used to identify customer priority among significant drivers. After analyzing another survey of 142 respondents, the AHP three categories of drivers, namely essential drivers, experience influencing drivers, and moderating drivers. As this study involved metro and urban shoppers majorly, it may not reflect the opinion of whole retail customers. The study helps retails to focus on shoppers’ priority and minimize their efforts on non-acclaimed factors to position themselves as a customer-centric organization.


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    Title :

    Enhancing Shoppers’ Loyalty by Prioritizing Customer-Centricity Drivers in the Retail Industry


    Additional title:

    Advd Technologies,Societal Change




    Publication date :

    2023-02-02


    Size :

    20 pages





    Type of media :

    Article/Chapter (Book)


    Type of material :

    Electronic Resource


    Language :

    English




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