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

Author

Listed:
  • Mohammed Wamique Hisam

    (Dhofar University, Salalah, Oman,)

  • Shouvik Sanyal

    (Dhofar University, Salalah, Oman,)

  • Moinuddin Ahmad

    (Dhofar University, Salalah, Oman,)

Abstract

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.

Suggested Citation

  • Mohammed Wamique Hisam & Shouvik Sanyal & Moinuddin Ahmad, 2016. "The Impact of Service Quality on Customer Satisfaction: A Study on Selected Retail Stores in India," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 851-856.
    • Handle: RePEc:eco:journ3:2016-04-26
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    References listed on IDEAS

    as
    1. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
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    Cited by:

    1. Ingrid Zemburuka & Fanuel Dangarembizi, 2020. "An Assessment on the Impact of Training and Development on Employees’ Performance in the Namibian Defence Force at Okahandja," International Journal of Human Resource Studies, Macrothink Institute, vol. 10(3), pages 153189-1531, December.
    2. Anne Yenching Liu & Sungmin Lin, 2023. "Service for specialized and digitalized: Consumer switching perceptions of E‐commerce in specialty retail," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 44(3), pages 1521-1533, April.
    3. Hotman Panjaitan & Djunaedi Djunaedi, 2017. "Product Advantage, Customer Relationship Marketing, and Service Quality on Customer Satisfaction of Bank Syariah Mandiri in Surabaya," International Review of Management and Marketing, Econjournals, vol. 7(4), pages 122-130.

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    More about this item

    Keywords

    Customer Satisfaction; Quality; Reliance; Service; SERVQUAL;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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