Apparel retail service quality elements preeminent to customer satisfaction in India

Abstract

India positions sixteenth after U.S., Canada, Germany, UK, China, Japan, France, Australia, Switzerland and Italy in retail sector. In retail setting, particularly those retail locations where there's a blend of item and services, retailers are well on the way to claim sway less on item quality and more on service quality. Service quality assumes a significant job in making quality observations as retailers can make such impacts. Dabholkar, Thorpe and Rentz, (1996) built up an exceptional tool Retail Service Quality Scale (RSQS) which may assess the service quality in retail condition. This scale has 5 measurements reliability, physical perspectives, personal connections, policy and problem solving. Absolute 550 questionnaires were circulated and that we got 498 complete questionnaires which were analysed. The service quality measurements represent 65.8 percent of the change in Overall Retail Service Quality. Reliability and Policy has accomplished highest relationship with overall service quality. Policy includes a little to medium impact on the Service Quality. Personal Interaction and Problem Solving has medium to high impact on the Customer Satisfaction. Physical and Reliability has the most extreme impact on the Customer Satisfaction. In general service quality measurements represent 86.9 percent of the fluctuation in Overall Customer Satisfaction.