Service Quality of Organised Retail Stores - A Servqual Approach

Abstract

Retail industry is facing challenges due to intense competition and changing market conditions. Their competition is mainly based on service quality. But it is somewhat difficult to measure Service Quality Because Of Intangibility, Inconsistence, Inseparability and Non Inventory. Among the measurement models available for measuring service quality   SERVQUAL MODEL is more accepted in research and Industry. The main objective of this study is to measure Service Quality of organized retail stores. A Convience sample of 382 respondents was taken for data collection. For analysis mean, Reliability analysis, Factor analysis and paired t- test were employed.