| SMART JOURNAL OF BUSINESS MANAGEMENT STUDIES |
VOL. 3 |
NO. 2 |
PAPER 4 |
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RETAIL SERVICE QUALITY: AN EMPIRICAL STUDY IN TAMILNADU |
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| T. Vanniarajan* and P. Gurunathan** |
| * Reader in Business Administration, N.M.S.S.V.N. College, Madurai, Tamil Nadu, India |
| ** Assistant Professor, Department of Management, Faculty of Business & Economics, University of Hawassa, Awassa, ETHIOPIA |
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| The key determinant of business performance in service industry is the service quality. In this paper, an attempt has been made to study the retail service quality in Tamilnadu. The instrument used to measure service quality is the one developed by Dabholkar et.al., (1996). This paper identifies five important dimensions in retail service quality, namely, ‘Personal Interaction’, ‘Reliability’, ‘Policy’, ‘Physical Assets’ and ‘Problem Solving’. The service quality gap is measured by the difference between customers’ perception and expectations on five dimensions in retail service quality. The one way analysis of variance has been used to find out the significant differences in five major cities regarding the service quality gap and also the association between the profile of customers and their service quality gap. |
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