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Research Paper | Management | India | Volume 3 Issue 10, October 2014

The Analysis of Retail Service Quality in Metro - Cash & Carry Ludhiana

Anupreet Kaur Mavi ^[2] | Rohit Sharma ^[3]

Abstract: In the rapidly changing global business environment, retailing services have gained a lot of significance. It becomes very essential to understand the needs of the customers in this kind of competitive environment. There is a strong and empirically well established link between service quality and customer perception in this sector. In this paper an attempt is made to analyse the retail service quality in Metro-Cash & Carry Store in Ludhiana district of Punjab. A sample of 88 customers of this store was surveyed about the various parameters of retail service quality based on a well structured questionnaire. The questions were prepared on the five point Likert Scale. Correlation Matrix of the parameters on which retail service quality depends was prepared. Also the t-test was applied to verify one of the hypothesis regarding difference inopinion amongst male and female customers about service quality. The results so obtained from the hypothesis testing were that: Retail Service Quality is positively correlated with dimensions- physical ability, reliability, personal interaction, problem solving and reliability; and that male and female differ significantly with regards to parameters of inspiring confidence and courteousness in case of personal interaction in Retail Service Quality.

Keywords: RETAIL SERVICE QUALITY, B2C, personal interaction, WHOLESALERS, SERVICE PERCEPTION

Edition: Volume 3 Issue 10, October 2014,

Pages: 1855 - 1863

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