Retail Service Quality Dimensions in Food and Grocery Segment: A Review

Abdul Rashid, Varsha Rokade

Abstract: This paper aims at reviewing the retail service quality dimensions in food and grocery segment. They can be broadly classified into physical (materialistic attributes) and non -physical (non-materialistic attributes). The non-physical aspects can be improvised by scheduling quality training for sales personnel, appropriate complaint handling and customer friendly strategies. The physical aspects can be strengthened by developing infrastructure, provision of basic amenities and comfortable store environment. Marketing mix variables viz. price attributes, product attributes and promotional strategies can also be considered. Review concludes by discussing Managerial implications.

Keywords: Organized Retail, Retail Service Quality, Service Quality Dimensions, Unorganized Retail