The literature emphasizes the importance of understanding what shapes customer satisfaction and how this can then lead to customer loyalty. Quantitative method was utilized for this study. Regression analysis is employed with two simple approaches, namely, correlation and linear regression. The study looked at convenience, service, promotion, store atmosphere and expectation and how they impact customer satisfaction. Only one factor, that is, 'expectation' had an impact on customer satisfaction. Furthermore, the study also shows that customer satisfaction had an impact on customer loyalty, which was in line with the literature and answered the overall research question. The study focuses on how quality contributes to the satisfaction equation, understanding how online pre-shopping or price comparison is affecting the grocery in the physical channel, and the impact of the loyalty programs for each of the retailers. For future research, the use of larger samples is recommended in order to increase the credibility of the results of the study, given that the topic at hand is multifaceted in nature. Future studies can also be longitudinal to track the behavior of respondents over time, and be carried out on a larger scale, perhaps regional, provincial, and national, in order to improve accuracy and enhance generalizability. Triangulation can be used so that diverse facts, views, opinions, attitudes, motivations, likes and dislikes can be generated across different research methods. Also, future studies need to explore the impact of quality on customer satisfaction, as this is a key measurement that the expectation factor is tested against. An analysis of how technology impacts the process also needs to be done, as a large number of sales in the physical channel start online and there is an advent of price comparison mechanisms.

The second paper by Saugat Ghosh, "The Impact of Product Quality Dimension on Consumer Satisfaction Derived from Brands: A Study on e-Rickshaw Battery Brands in India", is conducted on e-rickshaw battery brands. The purpose of the study is primarily to identify the product quality attributes of the battery brands and then finding out their impact on consumer satisfaction. This study was conducted in West Bengal, India with a large sample size, and the findings show that the study has been successful in the identification of product quality dimensions of the battery brands and also in finding their impact on consumer satisfaction. For identification of product quality dimensions of the battery brands used in e-rickshaw, a pool of product quality attributes of the batteries, which the buyers consider as important before purchasing a battery, was required to be constructed. In this study, a pilot survey was conducted with 100 respondents where the respondents were e-rickshaw and Toto drivers of different regions of West Bengal. The findings from this study primarily prove that the objective of the study, to find out the interrelationship between consumer satisfaction and product quality dimensions, has been achieved and empirically significant relationship between these two is observed. Six independent variables are found to have a positively significant impact on consumer satisfaction at 1% level of significance. The durability of battery is found to have highest positive and significant relationship with consumer satisfaction.