Measuring retail service quality

an empirical study of pantaloon and reliance trend in Yamuna Nagar

Authors

  • Ashima Bansal Assistant Professor, Seth Jai Prakash Mukand Lal Institute of Engineering & Technology, Radaur, India
  • Palvinder Kaur Student of Master of Business Administration, Seth Jai Parkash Mukand Lal Institute of Engineering And Technology, Radaur, India

Keywords:

customer perception, retailing, RSQS, service quality, servqual

Abstract

This paper compares the customer's perception of the two retail stores: Reliance trends and pantaloons. The research study was based on the responses of the 57 respondents in the region of Jagadhri, Yamunanagar, Radaur, and Kurukshetra. The paper is being studied by filling in some questionnaires from the customers of the selected stores' reliance trend and pantaloons. This study is descriptive and empirical. This study is based upon an observational study which is being done by collecting the primary data, and secondary data based. The main aim of the study was to measure service quality of reliance trends and pantaloons. It essentially assesses how well a service has been given, thus improving its quality within the future, establish issues, and proper them to extend client satisfaction. Providing the best services to clients in-store plays an important role in generating income and revenue. The data has been collected through the questionnaire method and the questionnaire is filled by the customers of some areas of Yamunanagar, Jagadhri, Radaur, and Kurukshetra. The results indicate that the perception of respondents about reliance trends is good in comparison to pantaloons as well as the majority of respondents adopt reliance trends as compared to pantaloons.

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Published

2021-10-16

How to Cite

Bansal, A., & Kaur, P. (2021). Measuring retail service quality : an empirical study of pantaloon and reliance trend in Yamuna Nagar. International Journal of Economic Perspectives, 15(1), 233–248. Retrieved from https://ijeponline.org/index.php/journal/article/view/43

Issue

Vol. 15 No. 1 (2021)

Section

Peer Review Articles
Copyright & Licensing

Copyright (c) 2021 Ashima Bansal, Palvinder Kaur

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