The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India

Shopping in India has undergone a revolution with the introduction of modern formats, multiple channels and huge shifts in consumer buying behavior. Modern retailing has entered into India as is observed in the form of sprawling shopping centers, multi-storied malls and the huge complexes that offer...

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Main Authors: Mohammed Wamique Hisam, Shouvik Sanyal, Moinuddin Ahmad
Format: Article
Language:English
Published: EconJournals 2016-09-01
Series:International Review of Management and Marketing
Subjects:
Online Access:https://dergipark.org.tr/tr/pub/irmm/issue/32102/355699?publisher=http-www-cag-edu-tr-ilhan-ozturk
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spelling doaj-0af75cd1187f45d487313afc222aee562020-11-25T02:10:29ZengEconJournalsInternational Review of Management and Marketing 2146-44052016-09-01648518561032The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in IndiaMohammed Wamique HisamShouvik SanyalMoinuddin AhmadShopping in India has undergone a revolution with the introduction of modern formats, multiple channels and huge shifts in consumer buying behavior. Modern retailing has entered into India as is observed in the form of sprawling shopping centers, multi-storied malls and the huge complexes that offer shopping, entertainment and food all under one roof. Several studies have shown that customer satisfaction in retailing depends to a large extent on the perceived quality of service offered by the retailer. Managing perceived service quality means that the firm has to match the expected service and perceived service to each other so that consumer satisfaction is achieved. This paper aims to understand the importance and impact of service quality on the satisfaction of customers in selected retail stores in 3 Indian cities using SERVQUAL and GAP models. The paper also looks at the various service quality models and tries to assess their relative importance in successfully measuring service quality. Weighted averages and Analysis of Variance is applied in relevant places in order to critically examine the customers’ perception towards service quality which will ultimately contribute information for the growth of performance of the organized retail outletshttps://dergipark.org.tr/tr/pub/irmm/issue/32102/355699?publisher=http-www-cag-edu-tr-ilhan-ozturkcustomer satisfaction quality reliance service servqual
collection DOAJ
language English
format Article
sources DOAJ
author Mohammed Wamique Hisam
Shouvik Sanyal
Moinuddin Ahmad
spellingShingle Mohammed Wamique Hisam
Shouvik Sanyal
Moinuddin Ahmad
The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India
International Review of Management and Marketing
customer satisfaction
quality
reliance
service
servqual
author_facet Mohammed Wamique Hisam
Shouvik Sanyal
Moinuddin Ahmad
author_sort Mohammed Wamique Hisam
title The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India
title_short The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India
title_full The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India
title_fullStr The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India
title_full_unstemmed The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India
title_sort impact of service quality on customer satisfaction: a study on selected retail stores in india
publisher EconJournals
series International Review of Management and Marketing
issn 2146-4405
publishDate 2016-09-01
description Shopping in India has undergone a revolution with the introduction of modern formats, multiple channels and huge shifts in consumer buying behavior. Modern retailing has entered into India as is observed in the form of sprawling shopping centers, multi-storied malls and the huge complexes that offer shopping, entertainment and food all under one roof. Several studies have shown that customer satisfaction in retailing depends to a large extent on the perceived quality of service offered by the retailer. Managing perceived service quality means that the firm has to match the expected service and perceived service to each other so that consumer satisfaction is achieved. This paper aims to understand the importance and impact of service quality on the satisfaction of customers in selected retail stores in 3 Indian cities using SERVQUAL and GAP models. The paper also looks at the various service quality models and tries to assess their relative importance in successfully measuring service quality. Weighted averages and Analysis of Variance is applied in relevant places in order to critically examine the customers’ perception towards service quality which will ultimately contribute information for the growth of performance of the organized retail outlets
topic customer satisfaction
quality
reliance
service
servqual
url https://dergipark.org.tr/tr/pub/irmm/issue/32102/355699?publisher=http-www-cag-edu-tr-ilhan-ozturk
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