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An empirical assessment of retail service quality in India

Author

Listed:
  • Rema Gopalan
  • Sreekumar

Abstract

The retail sector is very important for Indian economy contributing around 22% to GDP and creating around 8% employment. The service quality provided by the Indian retail industry is very crucial for the success of this sector. This study aims at assessing the retail service quality in India from customer's perspective. This study is carried out in the Indian state Orissa located in eastern part of the country. This study uses a structured reliable questionnaire developed on the basis of literature review to capture the consumer's perception towards the Indian retail service quality. This study identifies nine dimensions which may influence retail service quality specially carried out in apparel stores. This study also establishes the impact of these dimensions on overall service quality. This study will be useful to Indian retailers and other stake holders in setting the standards in each of the identified dimension and develop on it.

Suggested Citation

  • Rema Gopalan & Sreekumar, 2013. "An empirical assessment of retail service quality in India," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 7(2), pages 240-260.
    • Handle: RePEc:ids:ijicbm:v:7:y:2013:i:2:p:240-260
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    Cited by:

    1. Gaurav Gupta & Himanshu Aggarwal, 2016. "Analysing customer responses to migrate strategies in making retailing and CRM effective," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 92-127.
    2. Følstad, Eirik L. & Helvik, Bjarne E., 2016. "The cost for meeting SLA dependability requirements; implications for customers and providers," Reliability Engineering and System Safety, Elsevier, vol. 145(C), pages 136-146.

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