Published Paper Details:

This study examines the service quality of Lulu Hypermarket in Coimbatore City, focusing on key dimensions such as tangibility, reliability, responsiveness, assurance, and empathy. The research aims to understand how demographic factors influence customer perceptions of service quality and their impact on customer satisfaction, trust, and loyalty. Using a structured survey methodology with over 150 respondents, statistical analyses such as ANOVA and Chi-square tests were conducted to identify significant relationships between service quality factors and customer behaviour. The findings indicate that first-time visitors report the highest satisfaction, while monthly visitors show lower satisfaction levels. However, no significant association was found between demographic factors like age and gender and customer perceptions of service quality. The study highlights the importance of employee behaviour, technological integration, and personalised customer engagement strategies in enhancing customer experience. Recommendations include improving store ambiance, inventory management, and targeted marketing efforts to increase customer retention and loyalty. The study provides valuable insights for Lulu Hypermarket's management to enhance service quality and maintain a competitive edge in the retail market.