A study on service quality in organized retail sector with reference to tiruchirappalli
Author(s):
G. Susmitha, Dr. M. Ravichandran
Keywords:
SERVQUAL, Dimensions of Service Quality- Tangibles, Responsiveness, Reliability, Assurance, Empathy, Retail Formats-Hypermarkets and Malls.
Abstract
The purpose of study is to assess the service quality by using SERVQUAL instrument in tiruchirappalli retail setting. A survey was conducted at three selected major retail outlets in tiruchirappalli. Questions relating to all the dimensions of service quality identified by reliance mart, famine super market & were asked to the respondents. The study gave perceptions into the critical gaps that exist in the services provided. Comparative study of the gap score of the retail outlets above study helped us to focus on the dimensions that required direct care as they taken strong impact on the business of the organized retail stores. The study clearly indicates the absence of basic service delivery systems on part of the retail outlets. There is provision on all fronts by the retail to provide good services but gaps in meeting the consumer expectations tell a different story. Few suggestions are recommended based on the study carried out to fine tune the processes which will benefit the organized retailers to bridge the gaps in services. This study provides useful insights and guidance for managers to measure and improve service quality.
Article Details
Unique Paper ID: 146583

Publication Volume & Issue: Volume 5, Issue 1

Page(s): 336 - 339
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