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Volume : VI, Issue : I, February - 2016

IMPACT OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION - AN EMPIRICAL STUDY USING RSQS IN SHOPPING MALL

M. Kalaiselvi, None

By : Laxmi Book Publication

Abstract :

Retailing in the largest private industry in India and second largest employer after agriculture. The sector contributes about 14% of GDP and 7% of total work force in the country. With over 15 million retail outlets, India has the highest retail outlet density in the world i.e., 11 retail shop for every 1000 persons. However the retailing sector in India in highly fragmented and consists of predominantly of small, independent and owner managed shop. Strong income growth, changing lifestyles and favourable demographics patterns, reported that the modern retail industry in India will be worth of 175 – 200 billion dollar by 2016. The Objective of this study is to find out the impact of perceived Retail Service Quality (RSQS) on customer satisfaction in selected shopping malls.

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    Cite This Article :

    M. Kalaiselvi, None(2016). IMPACT OF SERVICE QUALITY DIMENSIONS ON CUSTOMER SATISFACTION - AN EMPIRICAL STUDY USING RSQS IN SHOPPING MALL . Indian Streams Research Journal, Vol. VI, Issue. I, http://isrj.org/UploadedData/7778.pdf

    References :

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    17. Tripathi, S. K. The Growth of Organised retailing through shopping Malls. Currents Trends in Technology and Science , 2 (1).
    18. Ushantha, C. (2014). An Assessment of Retail Service Quality: An Emprical Study of the RSQS in SriLankan Supermarkets. Developing Country Studies , 4 (3).
    19. Devgan, D. K. (2010). Shopping Malls in India: Factors Affecting Indian Customers Perceptions. South Asian Journal of Management , 17 (2), 20-37.
    20. Tripathi, S. K. The Growth of Organised retailing through shopping Malls. Currents Trends in Technology and Science , 2 (1).
    21. Ushantha, C. (2014). An Assessment of Retail Service Quality: An Emprical Study of the RSQS in SriLankan Supermarkets. Developing Country Studies , 4 (3).
    22. Wadhwa, S. S. (2012). Gwroth and Challenges of Retail Industry in India an Analysis. Asia Pacific Journal of Marketing and Management , 1 (1).
    23. Sikdar, A. K. (2014). Retail Service Quality Assessment - A Scale Validation Study in Indian Prespective. AIMA Journal of Managment & Research , 8 (1), 4.
    24. Kumari, M. M. (2012). Determinants of Retail Customer Satisfaction - A study of Organized Retail Outlets in Delhi. Delhi Business Review , 13 (1).
    25. Jeevananda.S. (2011). Study on Customer Satisfaction Level at Hypermarkets in Indian Retail Industry. The International Journal - Research Journal of social Science and Management , 1 (3),
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    27. Parekh, V. (n.d.). Modern Retailing Challenges in India: Mall Management. Ravindran, R. a. (2012). Applicability of Retail Service Quality Scale (RSQS) in India. Indian Journal of Applied Research , I (IX).
    28. Devgan, D. K. (2010). Shopping Malls in India: Factors Affecting Indian Customers Perceptions. South Asian Journal of Management , 17 (2), 20-37.
    29. Jeevananda.S. (2011). Study on Customer Satisfaction Level at Hypermarkets in Indian Retail Industry. The International Journal - Research Journal of social Science and Management , 1 (3),
    30. Sharavanthi, A. R. (2013). Analysis of Retail Service Quality at a Hypermarket in Coimbatore. International Journal of Engineering Business and Enterpise applications , 25.
    31. Tripathi, S. K. The Growth of Organised retailing through shopping Malls. Currents Trends in Technology and Science , 2 (1).
    32. Ushantha, C. (2014). An Assessment of Retail Service Quality: An Emprical Study of the RSQS in SriLankan Supermarkets. Developing Country Studies , 4 (3).
    33. Sikdar, A. K. (2014). Retail Service Quality Assessment - A Scale Validation Study in Indian Prespective. AIMA Journal of Managment & Research , 8 (1), 4.
    34. Wadhwa, S. S. (2012). Gwroth and Challenges of Retail Industry in India an Analysis. Asia Pacific Journal of Marketing and Management , 1 (1).
    35. Nhat, N. D. (2007). Determinants of Retail Service Quality - A Study of Supermarkets in Vietnam. Nilawan. (2008). Customers Satisfaction with Merto Mall at Sukhumvit subway Station.
    36. Parekh, V. (n.d.). Modern Retailing Challenges in India: Mall Management. Ravindran, R. a. (2012). Applicability of Retail Service Quality Scale (RSQS) in India. Indian Journal of Applied Research , I (IX).
    37. Wadhwa, S. S. (2012). Gwroth and Challenges of Retail Industry in India an Analysis. Asia Pacific Journal of Marketing and Management , 1 (1).
    38. Sikdar, A. K. (2014). Retail Service Quality Assessment - A Scale Validation Study in Indian Prespective. AIMA Journal of Managment & Research , 8 (1), 4.
    39. Devgan, D. K. (2010). Shopping Malls in India: Factors Affecting Indian Customers Perceptions. South Asian Journal of Management , 17 (2), 20-37.
    40. Tripathi, S. K. The Growth of Organised retailing through shopping Malls. Currents Trends in Technology and Science , 2 (1).
    41. Ushantha, C. (2014). An Assessment of Retail Service Quality: An Emprical Study of the RSQS in SriLankan Supermarkets. Developing Country Studies , 4 (3).
    42. Jeevananda.S. (2011). Study on Customer Satisfaction Level at Hypermarkets in Indian Retail Industry. The International Journal - Research Journal of social Science and Management , 1 (3),
    43. Sharavanthi, A. R. (2013). Analysis of Retail Service Quality at a Hypermarket in Coimbatore. International Journal of Engineering Business and Enterpise applications , 25.
    44. Devgan, D. K. (2010). Shopping Malls in India: Factors Affecting Indian Customers Perceptions. South Asian Journal of Management , 17 (2), 20-37.
    45. Jeevananda.S. (2011). Study on Customer Satisfaction Level at Hypermarkets in Indian Retail Industry. The International Journal - Research Journal of social Science and Management , 1 (3),
    46. Sharavanthi, A. R. (2013). Analysis of Retail Service Quality at a Hypermarket in Coimbatore. International Journal of Engineering Business and Enterpise applications , 25.
    47. Nhat, N. D. (2007). Determinants of Retail Service Quality - A Study of Supermarkets in Vietnam. Nilawan. (2008). Customers Satisfaction with Merto Mall at Sukhumvit subway Station.
    48. Jeevananda.S. (2011). Study on Customer Satisfaction Level at Hypermarkets in Indian Retail Industry. The International Journal - Research Journal of social Science and Management , 1 (3),
    49. Sharavanthi, A. R. (2013). Analysis of Retail Service Quality at a Hypermarket in Coimbatore. International Journal of Engineering Business and Enterpise applications , 25.
    50. Parekh, V. (n.d.). Modern Retailing Challenges in India: Mall Management. Ravindran, R. a. (2012). Applicability of Retail Service Quality Scale (RSQS) in India. Indian Journal of Applied Research , I (IX).
    51. Nhat, N. D. (2007). Determinants of Retail Service Quality - A Study of Supermarkets in Vietnam. Nilawan. (2008). Customers Satisfaction with Merto Mall at Sukhumvit subway Station.
    52. Sikdar, A. K. (2014). Retail Service Quality Assessment - A Scale Validation Study in Indian Prespective. AIMA Journal of Managment & Research , 8 (1), 4.
    53. Jeevananda.S. (2011). Study on Customer Satisfaction Level at Hypermarkets in Indian Retail Industry. The International Journal - Research Journal of social Science and Management , 1 (3),
    54. Sharavanthi, A. R. (2013). Analysis of Retail Service Quality at a Hypermarket in Coimbatore. International Journal of Engineering Business and Enterpise applications , 25.
    55. Parekh, V. (n.d.). Modern Retailing Challenges in India: Mall Management. Ravindran, R. a. (2012). Applicability of Retail Service Quality Scale (RSQS) in India. Indian Journal of Applied Research , I (IX).

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