Published Paper Details:

This study includes the five dimensions of service quality to better understand the factors underlying grocery retail sector’s customers to know assess their perceptions and intentions of service quality. Customers perceive the service quality primarily on the basis of parameters which are intangible (reliability, responsiveness, assurance and empathy), along with the tangible factors (Parasuraman et al., 1988). Therefore, to understand the opinion on the each of the services in terms of quality provided by Kirana store and supermarket, the questions were framed accordingly. Sampling has been conducted at the selected retail customers of both the sectors of Organized and Tradition retailing as this study is the part of my Ph.D. research work. A five point Likert Scale has been used for the collection of data. The review of literature was done to find out the research gap. The service quality of Bangalore’s Grocery retail stores has been analysed with its effects on customer satisfaction and customer loyalty through a regression analysis.