2014•Unpublished venueRequires access

Measuring Retail Service Quality - A Study with Special Reference to

Coimbatore District

Abstract

The key determinant of the business performance in service industry is the service quality. In this paper an attempt has been made to study the retail service quality in Coimbatore District with the help of instrument. The instrument used to measure service quality is the one developed by Dalholkar et.al, (1996). This paper identifies five important dimensions in retail service quality as 'Personal Interaction', 'Reliability', 'Policy', 'Physical Assets' and 'Problem Solving'. The results reveal that retail outlets in Gandhi puram and Vadavalli are better in providing retail service quality than the retail outlets in other towns of Coimbatore District. The important determinants of retail service quality gap among the customers are their level of education, occupation and age.

About this research paper

What this paper is about

Why it matters

A significance statement is not available in the OpenAlex record.

Key contribution

A contribution statement is not available in the OpenAlex record.

Method / approach

Method details are not available in the OpenAlex metadata.

Main findings

Findings are not separately available in the OpenAlex metadata.

Limitations

Limitations are not available in the OpenAlex metadata.

Applications

Application details are not available in the OpenAlex metadata.

Available abstract

Key concepts: Business, Service quality, Service (business), Marketing, Quality (philosophy), Retail trade, Reliability (semiconductor), Measure (data warehouse)