The next phase in retail growth is all about change, which will be more about how retail stores connect, interact, and involve consumers in the buying process. The recent economic crisis shifted the buying habits of consumers and the next decade will bring a very different business environment for retail store chains.

1. An Evaluative Analysis of Retail Chains in the 21st Century Leon Grove University of Phoenix

12. Relevant/Important Research Betancourt et al., (2007) research results imply that “distribution services are the main mechanism through which retailers can influence customer satisfaction with a transaction at the supermarket level” (p. 311). Bowden (2009) conceptualized that “companies have a continued reliance on marketing to assess customer responses to their products and services in the belief that high levels of satisfaction will lead to increased customer loyalty, intention to purchase, word-of-mouth recommendations, profit, market share, and return on investments” (p. 63). 12

14. Target Population The population for this research study are several leading retail chain for consumer goods in the US. 14

15. Sample The research study surveyed a sample of consumers to gain a better understanding of their overall level of satisfaction and loyalty as well as their satisfaction with specific variables related to their shopping experience at these stores. The total sample for this study were 126 respondents who shopped at Wal-Mart, Target, and Kroger Stores. 15

25. Accepted Hypotheses H1: There is no positive/negative relationship between technology processes and customer satisfaction. H01: There is a positive/negative relationship between technology processes and customer satisfaction . Based on this analysis the null hypothesis can be accepted that there is a positive/negative relationship between technology processes and customer satisfaction 25 Wal-Mart Target Kroger H1: Reject Reject Reject H01: Accept Accept Accept

30. Accepted Hypotheses H1a: There is no positive/negative relationship between technology and customer loyalty. H01a: There is a positive/negative relationship between technology and customer loyalty . Based on this analysis the alternate hypothesis can be accepted that there is no positive/negative relationship between technology and customer loyalty 30 Wal-Mart Target Kroger H1a: Accept Accept Accept H01a: Reject Reject Reject

35. Accepted Hypotheses H2: There is no positive/negative relationship between marketing spend and customer satisfaction. . H02: There is a positive/negative relationship between marketing spend and customer satisfaction . Based on this analysis the null hypotheses can be accepted that there is a positive/negative relationship between marketing spend and customer satisfaction 35 Wal-Mart Target Kroger H2: Reject Reject Reject H02: Accept Accept Accept

40. Accepted Hypotheses H2a: There is no positive/negative relationship between marketing spend and customer loyalty. . H02a: There is a positive/negative relationship between marketing spend and customer loyalty . Based on this analysis the null hypotheses can be accepted that Wal-Mart and Kroger that there are no positive/negative relationship between marketing spend and customer loyalty. Target we accept the alternative hypothesis. 40 Wal-Mart Target Kroger H2a: Accept Reject Accept H02a: Reject Accept Reject

45. Accepted Hypotheses H3: The efficiency of inventory management systems does not reduce retailer’s cost to improve customer satisfaction. H03: The efficiency of inventory management systems reduce retailer’s cost to improve customer satisfaction. Based on this analysis the null hypotheses can be accepted that the efficiency of inventory management systems reduces retailer’s cost which may improve customer satisfaction 45 Wal-Mart Target Kroger H3: Reject Reject Reject H03: Accept Accept Accept

47. Accepted Hypotheses H1: There is no positive/negative relationship between technology processes and customer satisfaction. H01: There is a positive/negative relationship between technology processes and customer satisfaction . Based on this analysis the null hypothesis can be accepted that there is a positive/negative relationship between technology processes and customer satisfaction 47 Wal-Mart Target Kroger H1: Reject Reject Reject H01: Accept Accept Accept

48. Accepted Hypotheses H1a: There is no positive/negative relationship between technology and customer loyalty. H01a: There is a positive/negative relationship between technology and customer loyalty . Based on this analysis the alternate hypothesis can be accepted that there is no positive/negative relationship between technology and customer loyalty 48 Wal-Mart Target Kroger H1a: Accept Accept Accept H01a: Reject Reject Reject

49. Accepted Hypotheses H2: There is no positive/negative relationship between marketing spend and customer satisfaction. . H02: There is a positive/negative relationship between marketing spend and customer satisfaction . Based on this analysis the null hypotheses can be accepted that there is a positive/negative relationship between marketing spend and customer satisfaction 49 Wal-Mart Target Kroger H2: Reject Reject Reject H02: Accept Accept Accept

50. Accepted Hypotheses H2a: There is no positive/negative relationship between marketing spend and customer loyalty. . H02a: There is a positive/negative relationship between marketing spend and customer loyalty . Based on this analysis the null hypotheses can be accepted that Wal-Mart and Kroger that there are no positive/negative relationship between marketing spend and customer loyalty. Target we accept the alternative hypothesis. 50 Wal-Mart Target Kroger H2a: Accept Reject Accept H02a: Reject Accept Reject

51. Accepted Hypotheses H3: The efficiency of inventory management systems does not reduce retailer’s cost to improve customer satisfaction. H03: The efficiency of inventory management systems reduce retailer’s cost to improve customer satisfaction. Based on this analysis the null hypotheses can be accepted that the efficiency of inventory management systems reduces retailer’s cost which may improve customer satisfaction 51 Wal-Mart Target Kroger H3: Reject Reject Reject H03: Accept Accept Accept

56. Questions 56