Service Quality of Organised Retail Stores - A Servqual Approach


  • Dr. Ch. Krishnudu Assistant Professor, Dept. of Business Management, SKIM, SK University, Ananthapur, Pin 515003


Service Quality, SERVQUAL MODEL, Reliability analysis, Factor analysis, paired t-test.


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.


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How to Cite

Dr. Ch. Krishnudu. (2015). Service Quality of Organised Retail Stores - A Servqual Approach. Eduzone: International Peer Reviewed/Refereed Multidisciplinary Journal, 4(1), 1–5. Retrieved from