Service Quality of Organized Retail Sector a Study with Special Reference to Chennai City

Abstract

Retailing is always considered as an imperative field of study because of its impact on the economy. The retail sector holds various categories to meet the products and services of consumer requirements and buying patterns. India s retail market comprises organized as well as unorganized sector. Service quality signifies predominant role in making business successful in the challenging business environment. Customer satisfaction on service quality can be encountered only if the stores offer variance in the services they offer. Since many intangible elements influence customer happiness, measuring service quality is never easy. The real need of customer satisfaction on service quality is to ensure that customers will get back to the same service provider the next time. In other words, the extent of customer retention is the prime indicator of optimum service quality. The organized retail sector is a dominant sector to witness meeting of consumers daily needs. This research focuses on identifying the service quality through studying the consumer expectations and perceptions of organized retail stores. This research is carried out on Organized Retail stores with reference to supermarket and hypermarkets which caters the needs of consumers of all demographics. The impact of consumer trust and loyalty of satisfied consumers of organized retail stores is measured through structured Questionnaire. The repurchase intentions created in the mind of shoppers as a result of service quality perceptions is also studied in the research. The survey was conducted in various zones of Chennai city, across all supermarket and hypermarkets which are leading in organized retail sector with a huge newlinevi newlineconsumer base. The sample size was determined as 501 for the study using standard sample determining formula. newline