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

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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.

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