A Critical Study on the Relationship Between Service Quality and Customer Satisfaction In Retailing: Examining the Impact of Service Quality on Customer Satisfaction in the Indian Retail Industry

Abstract

Service Quality within retail units is pivotalfor satisfying customers, retaining them and creating loyalty amongstcustomers. This research is done to analyze the gap between perceptions andexpectations of the customer, concerning with the service at retail units inthe India. Customer Satisfaction level is assessed for the services offered atselected retail units. Five dimensions in service quality (servqual),tangibility, reliability, responsiveness, empathy, and assurance (Parasuraman,Zeithaml, & Berry, 2005) have been considered for this empirical research.