SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES VOL. 11 NO. 2 PAPER 6
DOI: 10.5958/2321-2012.2015.00006.8
SERVICE QUALITY IN ORGANIZED RETAIL SHOP FROM CUSTOMER’S POINT OF VIEW
 
Tohid Kachwala*
*    Professor, School of Business Management, NMIMS University, Mumbai, India
 
The Indian retailing comprises of two sectors: unorganised and organised. A major market share of Indian retailing is dominated by large unorganised retail which includes the small size, family-owned stores. The organised retailing covers supermarkets, hyper-markets and malls, managed by professionals and they offer variety of services and products under one roof and they operate on self-service model. Service Quality in Organized Retail Shop is important to attract and retain customers. This study proposes to identify the important factors of Service Quality in Organized Retail Shop, the relative importance of these factors from the customer’s point of view and evaluation of these factors for statistical significance. Because of the overlap and seamlessness of service quality theory, the study also assesses the inter-relation amongst the service quality factors.
 
KEYWORDS: Retail Service Quality, Organised Retailers, SERVQUAL, Dimensions of Service Quality, Supermarkets, Hyper-markets, Malls JEL CLASSIFICATIONS: L80, L81 FULL TEXT