( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

Impact Factor* - 6.2311


**Need Help in Content editing, Data Analysis.

Research Gateway

Adv For Editing Content

   No of Download : 32    Submit Your Rating     Cite This   Download        Certificate

A STUDY ON THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER LOYALTY AMONG THE ORGANIZED RETAIL STORES WITH REFERENCE TO SELECTED CITIES OF KARNATAKA

    1 Author(s):  DR. HARISHA H

Vol -  13, Issue- 5 ,         Page(s) : 57 - 60  (2022 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

A study was conducted to identify the level of service excellence among organised retail stores in the Karnataka cities of Tumkur, Mysore, and Shivamoga. Using Retail Service Quality, the survey was done among 400 organised retail store customers. The study's findings revealed that consumer performance falls short of expectations for the service quality provided by organised retail outlets. The most critical characteristics in the quality rated less service quality gap were responsiveness and assurance service quality. According to the findings, specific service quality factors have a positive impact on overall satisfaction and behavioural intent.

[1] Berry,  L. L.,  Parasuraman,  A.  and Zeithaml,  V. (1994),  ―Improving  service quality  in  American  Lessons Learned‖, Academy of Management Executive, Vol. No.8, Issue. No.2, pp.32-45.
[2] Bitner, M. J. (1990), ―Evaluating Service Encounters: The effects of Physical Surroundings and Employee Resources‖, Journal of 387 Marketing, Vol. No. 54, April, pp. 69-82.
[3] Bitner, M. J. (1992), ―Service scapes: The Impact of Physical Surroundings on Customers and Employees‖, Journal of Marketing, Vol. No. 56, April, pp. 57-71.

*Contents are provided by Authors of articles. Please contact us if you having any query.






Bank Details