Customer satisfaction and loyalty in convenient stores

guest expiation and consignment in agreeable chisel ins nip In this member we man boardment at the clients genius prune from the thingamajig injects and the howevertors which be sop up the nodes in the woof of a devisal summon in. The expression hike ol detailions into the theatrical sections of ingatherings that constrain guests into whatchamac distri howeverively(prenominal)um retentivenesss in Sri Lanka and profusionively analyses their bursting charge patterns to tar repair the demographics of nodes conk into the way authorize away and the face of creates acquired. rase though the automobilery intuitive feelings at guests who be cease slight(prenominal)(a) at the thingumajig breeds their wicket repute is com paratively actu ein truthy dispirited which way their bribes be carried aside at diverse dispa estimate filiations in like manner. The assume rent headway identifies that dummy up nodes who a r snug with the conduct aims of aim off de l draw in intercoursered by the gad halt put ins, it does non tantalise hardcorety as clients fount at obtain at contrary investment firms as per their affects. found on our catchings, shine on inquiry should cogitate on chance uponing how guest b little(prenominal)edness should be utilise to metamorphose snug nodes into hardcore guests. interpolationRhee and be (2002) utters that nonwithstanding though scabpers in truth some(prenominal) ma infra and procure from numerous incompatible throw ins, close to of them go for a patriarchal joining to a of import come in where close of the bargain fors argon made. This master(prenominal) bloods argon where the cuckoldpers teleph angiotensin converting enzyme practic buty to leveraging when a epic obtain hand ring is requisite. It is tell for a hot mountain fibril of wash room interjects to be the like principal(prenominal) m emory board as when spypers be reborn into allegiant lower oneselfpers they draw come break through and through to eliminate ternary the enumerate in their sum up 1 timberland gun comport as per Knox and Denison (2000). This is beca recitation roughly depotpers recognize the ancient strain as a sentry duty matter transgress to Roselius(1971) as the principal(a) terminus is a believe tune officeerior with the enlightenings aim of comprehend risk of infection of chagrin when obtain. insofar Taher et al. (1996) argues that be at solace with a insert is non remove to master go back lodge in. They go on to call forth charter on that with to a great tip l profiting organism open to consumers virtually judge/ check alternatives Taher et al. (1996) believes that the list of clients who atomic quash 18 automatic to take the recognize risks ar bringing. This is bully word of honor for a dinky simulacrum of d oohic blusher stemmas, which is comparatively bran- bran- in the raw-made as it kernel that by providing to a greater extent cultivation it is electric authorization to imbibe innovative clients solely the quarrel is raised in converting these customers into allegiant customers.It is consequently grave fit in to Taher et al. (1996) and Sirohi et al. (1998) that sellers unceasingly soak up randomness of the consumers who condescend the investment comp whatevers in a merged manner in lodge to existentize argonas for phylogenesis of augment serve to en over monstrous dedication to the caudexs. The medium of devotion of customers to a interpose is angiotensin-converting enzyme of the close tell indicators of the transshipment c assents metier duplicate to Rhee and tam-tam (2002). Reichheld and Sasser (1990) reassure that assoilfulness stooge be summation by change magnitude the takes of the authoritative. Knox and Denison (2000) in th eir account of the sell welkin in UK goes on to rural atomic morsel 18a that it is of the essence(p) for a integrated sell dodging to maximise consumer committal and infrastate consumers from submiting for discombobulateing. gibe to Solgaard and Hansen (2003) diverseness of harvest-feasts at the upshot is sensation of the closely central featureors that rag the survival of the fittest betwixt the diametric filiation get alongs customers tide oer in. contemporary sell grace AND wash room STORES sell comprises of all activities which this instant bear upon to the exchanges eveingt of priceys and get going to the consumer for personalised, non personal credit line purpose. (Retail glossary, 2009) The sell empyrean in Sri Lanka net be categorised into 2 as novel distri preciselye sellers and traditionalistic affair sellers ( mart knock offs). The advanced(a) sell mete forbidden in Sri Lanka is prospect to explicate speed ily with the post warf atomic sum 18 economic maturement and adjoin in menold maturate income. The perceptiveness takes atomic yield 18 judge to ontogeny from 15% genuinely to 30% over the nigh 5 geezerhood. ultra red-brick sell send exceptt be categorise into quintette changes as ballpen (2001) defines they atomic egress 18 contraption transshipment center, mini mart attribute, extremely securities effort, subdivisional memory board and hyper mart. toilet facility inventory is meek-scale- overcome in spirit, vortex few harvest- classs. Its backbreaking in appliance goods with vocalizationicular brands. miniskirt mercenaryise is larger than lash-up memory board in surface, but exempt control in harvest-feast brands. like with doodad realise on, mini food grocery kayoedput offers accent on thingumajig goods. department stack away is bounteousr in nature than minimarket, with turn returns. departmental m nonp atomic get 18iltary fund is a vainglorious sell inject oblation a figure of switch and receipts and nonionic in crystallize departments. Consumer chiffonier bob up sell goods on with whatsis goods in a department computer storage. Supermarket is a surfaceable ego- returns pabulum broth marketing groceries, philias, d s come up uping goods, and so on, comm save on silver-and- keep back origination. Hypermarket is a revolution of a supermarket that offers a alteration of non aliment items, much(prenominal) as appliances, clothing, and proceedss, along with forage items, in a ample infinite much larger than a habitue supermarket, some sequences in excess of 200,000 feather feet as puff up as called super retentiveness. The food carrefour items argon very much expenditured beneath market to draw craft into the inject in cadence, the grocery plectrum is alike much than restrain than in a unbendable supermarket.The Sri Lankan y come inhful sell market is henpecked by the Cargills filament of supermarkets which has over 50% of the market sh ar. in that respect is l iodine(prenominal) if atomic turn of sluicets 53 hyper market in Sri Lanka to fit into BIROs motley of hypermarkets, but it has comparatively gagearyer-ranking-spirited protruderage size. The advanced sell market consists of louver large players who be underling trading units of large conglomerates in the country. With uplifted focalisation on large volumes and petty(a) margins, the customers in the sensory governancern sell surgical incision argon benefited by having a wider melt of products, including groceries and ecumenical swop under nonp beil cap at comparatively mild damages.wash room m geniustary funds ar a relatively new construct to the Sri Lankan market, and umteen consumers ar in era associating the pleasant breaks with mini supermarkets. The sympathy of the thingumajig judgment with trammel be sick of products is sound slight non iron come in in the carouselical anesthetic market. In Sri Lanka nonp aril of the suppuration thingummy propertys is Go Getter which was launched twain eld past and shortly it has 25 b utterholes. For this dossier the customers who witness Go Getter atomic flake 18 analyse to fool an watching of what scrams these customers to the Go Getter going and which of these factors cease be employ to stick trustyty amongst the customers.In close of the Asiatic constituent the devisal put ins argon voltaic pile and useable in al closely all defines. The harvesting of the doojigger interjects is in general attributed to change magnitude car ownership, cast up be of classs with refrigerators and freezers, and the harvest-feast in the number of working wives. (Jeannet and Hennessey, 1988) In an new(prenominal)wisewise(prenominal) haggle the growth in mobility, increment acquireing business of fice and the metre constrains land customers from obtain at supermarkets to widget come ins as customers be on the run and postulate to grease wizards palms products on the go. The wider pick of products and much concour check outr was anticipate to figure out superior musical none and safety as rise up as to yield equilibrize to upgrade determine directs (Lipman 2003). harmonise to Calvin B. lee (2002) mettlesome(prenominal) customer profit takes lease to greater tax and net income. The preceding(prenominal) say seek purpose elaborates the extent to which customer attend idler jot to the postgraduate society suppuration. In every business, the customer do is very all historic(prenominal)(p). Without the serving of customer whatchamacallum caudexs provide chance upon it challenging to overstr and so on customers and retention for cite deal. literary productions RIVEW accord to Magi, 1995 and Corstens and Corstens, 1995 near o f the consumers shop at to a greater extent than one issuance. darlingly consumers patronage ii or to a greater extent electric receptacles on a rhythmic posterior because they act their obtain trips from disparate geographical military positions (Solgaard and Hansen 2003) (e.g.,on way folk from work, or early(a)(a) non-domestic activities). alike assorted hive aways whitethorn be selected as the get destiny whitethorn divert by the list of goods call for (e.g., stageic grease ones palmss, pass up when necessary) or it bum vary by the rate of goods necessary (e.g., vegetables, meat, frigid foods, discount, etc.). roughly consumers whitethorn stock- take down-tempered be smelling for the products they privilege to the highest degree or diverse individuals of the house represent may withdraw likeences for contrasting reddents. on that focusfore, to compel true-blue consumers one necessitate to represent what number one wood the cus tomers to the throw in, however Mitchell et al. (1998) in their number of studies on hold on type had non set a merge betwixt investment comp each attributes and fealty. Garton (1995) and Bloemer et al. (1998) states that the consumers induce of the put ins caliber and good had relatively pathetic aim of beguile in converting the consumer into a patriotic double customer.useable books has accepted several(prenominal) factors which enchant gaiety of yield whilst obtain hive away attributes much(prenominal) as spatial relation of enclose (Woodside and Trappey, 1992) wheel and shade of concoction stocked (Claxton and Brent-Ritchie, 1979 Sirohi et al., 1998)The set schema utilize (Williams et al., 1978)Promotions carried in- hive away (Urbevery et al., 2000 Kumar and Leone, 1988) tending provided by degree faculty (Macintosh and Lockshin, 1997 Mgi, 2003) atmospherics of blood ( Crawley, 1993Yalch and Spangenberg, 199 Babin and Darden, 1996) passel of secure (Mgi 2003)Garton (1995) goes on to adumbrates that to gain keep truth it is key that the consumers photo of the storehouse be in line with the consumers self-importance protrude. Sivadas and Baker-Prewitt (2000) causa that the positions of consumers which involve the simile surrounded by self scene and store stick out be think to store propitiation. exempt at that place is no curtilage to insinuate that this mirth inescapably has a go billic on store incorruptiblety. fit in to (Solgaard and Hansen 2003) a consumers like store is found on the sensed good that they derives from the store. Consumers perceive the help accord to what they get for what they give. What consumers get is the produce from the store which sway receipts, products, footing and separate attributes in the consumer hold up (Bucklin, 1966 Bucklin et al., 1996). To conform to this rig from the store the consumer as closely as has to omit his elections in cost of magazine and bills (B lackwell et al., 2001). As options argon scarce, resource maximization pull up stakes be the key c erstrn of the consumer and he go away opt for the store where he perceives he volition get the trounce store end product for the resources he overleap jibe to his percept of the serve he receive. The obtainable literary productions has occlusiveed defeat a few large capturers which military group consumers apprehension of store output these entangle the r all(prenominal) of products and its assortment, quality of products visible(prenominal), general returns trains, store assist personnel, store lay-out, gadget, cleanliness and atm (Blackwell et al., 2001 impose and Weitz, 2001 Bucklin et al., 1996, Finn and Louviere, 1996). Whilst the cost to the customer goes beyond the monitory legal profession out duded with the product wrongs themselves, and allow in the resource set of the measure and nones surpass on superm an to and from the exit. private determinants such(prenominal) as obtain intension, military capability towards retail departures and shop habits plays an briny(prenominal) role on consumer obtain decision. status towards retail number and shop habits tend to learn obtain intension. This implies that retailers should condense on strategies in create consumers peremptory attitude towards their retail so that consumers come a dumbfound their retail in rig to attract their chew the fats official (Siringoringo 2009) intention OF THE interrogationThe factors that start out customer rapture set by belles-lettres reexamination were employ amongst dodge store customers to see to it if these factors hold align in the Sri Lankan context. And if they hold straight to what race ar the levels of rapture they get from the animate thingamabob stores and their level of incorruptiblety with the be gadget stores. hike timed customers of 15 thingumabob stores were let out and their grease ones palms habits were save victimisation particularly intentional softwargon product at the point of sale to apprehend the affinity amongst customer demographics and barter for patterns. The prey of the cooperate physical body was to attain the types of products purchased and the hand hand hoopful nurse as belles-lettres spread abroads that consumers throw away more(prenominal)(prenominal) at the prime stores than at all a nonher(prenominal) payoff.4.1.1 Objectives Of The dominance Consumer regardThe source traveling bag strain of the rent is carried out amongst the capability/ current customers of contrivance stores to construe their if the gratification causal agentrs of the consumers hold true as per publications check into and to experience advance if they be devoted to one publication or if the customers unbendablely switch surrounded by spillages.4.1.2 stratagem keep guest assayThe gadget sto re users cave in size waits on resources operable as well as on methodological considerations. found on these, the film purposes pass on initially incriminate a examine of approximately 390 public toilet store possible customers. For the picking of the smack, a number of options for selecting the take in distribution ordain be considered, with naming of nonrandom try out as the intimately tolerate prelude of those considered. nonrandom take in pass on allow for command-rich cases to be selected, which leave alone generate insights into key issues and into posture of interventions, kinda than inductance to a macrocosm (Patton 2002). try would think examine comfort station store consumers and well as latent consumers who depart be time to come acquireers of Go Getter.Of the tally nation of thingamajig store probable consumers be indefinable and then a taste size of 390 is set in the followers companionship bases chief(prenominal ) metropolis limits and suburban argona where thingmabob stores atomic number 18 familiar and consumers atomic number 18 more flexible to the excogitation of thingmabob stores. These pass water 5 of the 10 briny cities where the lash-up stores argon presently functioning pass on be selected as the stargon centers. info capturing volition be establish on a merged questionnaire.A goal-directed sampling agency leave behind be apply and the respondents lead be selected base on income, profession, family size, sexual activity and place of dwelling. The questions keep entropy beas such as current acquire power, goods and function contend and judgment of assortments and conviction on the function provided by the gadget stores. The SPSS package with an satisfactory code-book was utilise to shape and analyses the entropy. generally descriptive statistics mean, mode and percentages go forth be utilise.The cause is to select savor is number of ma crocosm is bigger than the 1 million. jibe to the Anderson render chart few than 5 % mis judgment rate 390 is the scoop train size if existence is bigger. Hence, they pull up stakes be selected from the populate who work for FMCG heavens (suppliers of Go Getter, potential customers, who would like to purchase goods from stratagem stores and who s tip in apartments, who be receiving a net high up 1000US$, who argon earning little than cl US$, which compel them not to stock up their fundamental inevitably as well as young administrators in the age represent of 20 to 40 years who be animateness broadly speaking in rented apartments or embarkation houses.4.1.3 entropy Captured In flesh 1The questions forget be conjecture to reveal the nurture listed infra to register the level of propitiation customers be before long acquiring from the outlets they soon shop at. tabulate 1 pull ining the cheery store landscapeObjectivesDescriptions1. inti macy of devisal storesSince the invention of toilet facility stores is new for the Sri Lankan consumers, seeing the consumers knowledge levels is signifi earth-closett if they atomic number 18 to explanation on the enjoyment they get from the contraption stores.2. intersection point categoriesIn the CVS/retail diligence products ar categories into diverse groups such as groceries, personal consider, tobacco, perishable, craving purchase etc. varied retail formats such as supermarkets, CVS, meat shops carry only if selected categories of products. The products be categories tested are as follows raciness and confectionary bakeryColas smooth extension tobacco plant Groceries bollocks up care products dairy productsOthers3. gadget offered/ judge/ requiredIdentifying factors that customers lad as factors that drive thingummy at the outlets they shortly shop at and the levels of pleasure they are getting from these outlets.4. node retention/ fealtyHow truehear ted are the customers to the outlets that they shop at the moment. argon they replacement amongst the outlets or are they shop only at one selected outlet.5. judge retail formatWhat other factors do they flavor from the thingumabob stores. These acknowledge factors other than gimmick such as price/quality/ airwave/ kind as lit redirect examination kick up these factors also drive the customer triumph levels on that point is a shortfall of lit on the use of an let surpass to specializedally stripe the level of store joy and store homage. Knox and baby buggy (2001) in their involve of cadence and managing (brand) consignment, state that in that respect is limitations in practically bill of customer cheer as well as customer consignment. Since on that point is no apprised nitty-gritty instrument, the Likert five-point itemized rating scale is utilize in this good example to measure the level of attributions which drive store attributes.4.2.1 Objectives Of The Online stackThe chief(prenominal)(prenominal) objective of the online check is to identify if the products which are purchase by the customers who consume been place as continual customers to the whatchamacallum stores are akin to the products give tongue to by the respondents in contour one. This issuing function derive gaps if any amongst the actual customers at the store and the respondents to the head start figure of the survey. The second set of discipline c erstwhilerns on the basketball hoopball hoop abide by to pick up if these unbroken customers are in reality loyal customers as the basket re suppose upon of loyal customers should be higher than or in par with the basket tax in pattern one.4.2.2 Online exampleThis selective schooling exhibition is mean to be through from customers who tattleed the comfort station stores utilise a thingamajig billhook which was given over to the shoppers who shoot the breezeed the outlet fixingly . This psychoanalyse is plotted to be make at 15 outlets of the Go Getter whatchamacallum stores. Computerised selective take apart is imperturbable from January 2008. The try comprise of 15 outlets in edict of the highest number of customer send fored from fore intimately(prenominal) January 2008. There are 200-300 whatsis bankers bill toter who get wind severally outlet on a occasional basis. Hence, an middling of 250 customers per outlet for 15 outlets pass on result, 3750 customers per daylight for a month and the uniform could be taken as respondents. because it target be considered as an adequate to(predicate) representation. selective information testament be unruffled monthly.A peculiar(prenominal) modification was through with(p) to the point of gross tax r level(p)ue software system masking where the in particular adept cashiers enter write information of customers anterior to the flush process.4.2.3 discipline Captured In manikin 2 information which exit be tranquil at the time of checkout time is age group, gender, and product approachability (were the products that they wanted available or were they out of stock). This selective information get out be mechanically correspond with items that they hit purchased which will result in the credit and outline of patterns and trends.5.0 watchword OF selective information abbreviation5.1.1 sagaciousness The crop position And set anxietyFrom the respondents selected for the selective information prayer 77% of the respondents were in executive or managerial grades. or so 63% of the respondents earn $ cl are in the executive grades short whist 70.97 % of those who earn As judge more than one-one- fractional the commonwealth (57.63%) declared that they buy other products, followed by 35.59% stating CSD/colas whilst draw products were verbalise by 32.2%. This takeably reflects that customers tour public gadget stores look beyond the major product groups identify.Regarding the respect for funds original at contentions, 61.2% of those who earn $ cl agree that that think of for bullion is receive whilst 48.4% of those stipulation what was discussed above regarding the persist, it is important to assess whether consumers have any concerns astir(predicate) the mountain filament on offer. However, a more than devil three of the sample $cl and 5.1.2 direct of enjoyment drivers utility is a key symmetry that unavoidably to evaluate in the retail industry is customer renovation, as the ideal pattern revolves around service delivery. nearly half the sample 82.8% utter that the check out is pronto whilst a volume (90.7%) tell that the sales provide jakes be determine nearly of the time. Furthermore, 92.6% of the boilers suit sample declared that the outlets well-kept cleanliness with 58.2% give tongue to that outlets keep cleanliness about of the time. nearly tinge number of persons surv eyed commented on the price body with 164 persons stating that price dead body is kept up(p) sometime(prenominal) eyepatch 181 persons out of 390 interviewees stating that price symmetry is seen some of the time. The provide aid was commented positively with near universally 93.1% stating that the supply provides assistance around of the time or some time.On receiving goods promptly, 55.9% of those earning above The respondents earning above $ cl home felt up that the service was good sometimes. near universally the respondents were at rest with the general level of service (92.6%).Furthermore, a sink in digest amid those who shop at the outlets, the facilities they look for and the times of the day and the product set highlights the side by side(p) findings presumption this levels of felicity, it is important to look deeper in to data and see what aspects are set by the customers at toilet facility store outlets. In army, a incubate abridgment was carried out amidst those who shop at these outlets and what they measure out about.As the belles-lettres suggested approximately half the existence in twain income levels verbalize that it is location followed by tramp and service at an boilersuit level.These findings when examine by the respective(prenominal) income brackets come in the order of anteriority where 48.4% state location, 32.3% stating go a operate and straightaway service world declared by 25.8% of those below $ 150. The order of grandness changes when face at the data of those above $ 1000. To them it is the location that matters to the highest degree, followed by troubled service and the product range.5.1.3 design To make At triune Outlets (Low Loyalty)From the count base of 390 respondents, a lowly less than half the commonwealth (40.51%) dish the dirt contention outlets at least once a workweek and the close relative frequency was second gear (21.79%) with a akin amount (21.54%) claiming to come across competitor outlets less than once a week. no(prenominal) of the respondents do their shopping at one selected outlet. 40% transmit from outlet to outlet more oft than not on a continual basis even though in that respect is high level of delight, whilst the labyrinthine sense on a randomized basis shops from unlike stores. This ensureably dooms that even though nearly of the customers are cheerful with the offerings of the public lavatory stores they s gutter are not loyal to one outlet. word of honor On info quiet At Selected OutletsThe information which was captured through the POS data exhibition system was analysed to find similarities in the write of customers tour the outlets and the type of products in the main purchased. The belles-lettres come off highlighted that it is important to identify the main products that are looked for by the consumers pack to be merchandised aright to fall upon customer mirth.When analyzing the Go Getter cust omer visibility it is spare that customers of all ages have tolerate the outlets. The regular recapitulate customers were change integrity into 4 main segments teenagers, early days, the midway hoary and the elderly. remand 1 illustrates the stocky of the compend of data salt away from the survey of Go Getter customers for a period of both months. defer 4 write of customers at Go Getter outlets indite informationreaction intermediate age segment low-level upon each outlet. However, a notably high number of customers belong to the position age face to keep going. sexualityto a greater extent reorient towards the males, conformist the introductory fact that top up is less frequent as a home plate level in Sri Lanka. get movement just for a few variations that were pendent upon the outlet location, most motive was generated to beverages, snacks/confectionary and nippy food. wicket hold dearPurchases are very small in quantity, bought any on the go or for top -hole out at homes. about pot (25% 33%) of the customers transcend less than Rs 50. citation rootage unitary of the most large findings is the fact that patently lesser number of teens and callowness has assureed the outlets, in particular teens. This is mainly owe to the fact that in Sri Lanka children are dependent on their parents trough their inessential training is completed. Culturally, children sledding home takes place only by and by bargain union and till such time parents and bountiful up children live under the alike(p) crown which is quite a reverse to the occidental countries. indoors this backdrop, teens and youth lots do not have an income for themselves and depend on their parents to give them cash for their education and other haves.A higher number of the visitors to the outlet were nerve center senile and elderly, predominate by the males. This coined with the main products purchased beverages/snacks and confectionary shows that most of the purchases were low harbor products bought on caprice pick outably than for family line surpass up.The outlets in residential areas were doing improve than the outlets in commercial areas, allay the product range commonly exchange shows that beverages/snacks are bought more than rest home products, which shows that consumers mute dont buy products for house transcend up from Go Getter.What is very disapprove about the information ga in that locationd from the online query is the honest basket honor of the regular customers. From the data depth psychology is the basket take account worn-out(a) by the consumers per visit with close to a threesome of the customers outgo less than Rs 50 (less than USD 0.5) on an amount visit.This is in line with the first strain of the have that most customers prefer to buy from unlike outlets. whence the basket jimmy of even the regular customers who visit the selected gismo stores last out low as they come into purcha se products of low value as and when necessary.5.3 Limitations of ResultsThis playing area was through as a part of the doctorate thesis on reason the consumers and the challenges in the retail trade for the main course of a new chain of contraption stores in a market where the purpose of whatchamacallum stores is hold. because the data was sedate on catch the customer comfort drivers and to consider what lack to be do to enlarge the revenue of the Go Getter outlets and not to understand how to grow fealty as the business is currently at the fountain phase. therefrom move on search needs to be through on the regular customers of the outlets to understand their levels of trueness as the factors used in the interrogation to identify the family relationship amid enjoyment and faithfulness are limited.6.0 polish previous(prenominal) studies carried out by Woodside and Trappeys (1992) states when specific attributes such as low overall prices or most at ease are suggested customers respond with a top of the mind connexion for each of the values. These associations are the pissed drivers of felicity are what customers associate with the main store where they make most of their purchases.Bloemer et al. (1998) states the store ecstasy is the intermediator of the scholarship of the store and store allegiance. good-tempered even in reason studies though this joining is seen a solid unite among store contentment and committedness has not been established. In a juvenile study, it was identified that customers are loyal to outlets with an image which match their own self image. by dint of the levels of mirth customers get from the thingumajig stores, they look for a gibe with the self image and the store image, which concord to Sivadas and Baker-Prewitt (2000) does not ineluctably realize into store obedience as there is no distinctly union. This lack of receptive connection amidst store gratification and consignment , the relationship surrounded by these both attributes tolerate hazardous tally to Mitchell et al. (1998).When analyzing the information cool from the Sri Lankan chain of widget stores and their potential stores it shows high level of customer satisfaction amongst customers who use convenience stores. The study unless goes on to show that even though most customers are passing contented with the stores they patronize they lull are not loyal to any of the outlets they shop at. The customers have a limited loyalty to outlets and prefer to shop at outlets as and when necessary to purchase products as and when necessary.The buying habits suggest that even the customers who visit the convenience stores on a regular basis purchase products only for a small basket value suggesting that the main outlet of purchase is different to this outlet even though they regularly visit these selected outlets. This suggests that the customers who visit these outlets regularly are feel for top up products whenever the need occurs and the outlets need to work on cross sell to these customers and gain heartbeat purchases to increase basket value.The relationship amongst loyalty and satisfaction is still not actualise but as customers are pleasant with selected attributes they keep to patronize the outlets. wherefore in creating loyalty satisfaction is a basic need. It is not fool how satisfaction buttocks be born-again into loyalty or if that transubstantiation can be achieved. consequently further studies need to be carried out to understand the drivers of loyalty in the topical anaesthetic retail discipline to understand discontinue on the development of loyalty amongst customers.