Appraisal Relationship between Service Quality and Customer Satisfaction in Organized Retailing at Bangalore City, India

Abstract

The studies examine the dimensions and their levels of service quality that have significant effect on customer satisfaction in organized retailing. The results illustrated that the dimensions of service quality such as tangible, reliability, responsiveness, competence, credibility, accessibility, and customer knowledge were positively correlated to customer satisfaction in organized retailing. However, by using Statistic software SPSS 17.0 Version only four factors, namely, reliability, customer knowledge, credibility and tangible have significant effect on customer satisfaction that indicated to improve customer satisfaction. Therefore, the management of organized retailing is supposed to focus on reliability, customer knowledge, credibility and tangible to ahead of its competitors. Ultimately customers would remain loyal to an organization and this brings continued profitability and success in business in future.

Keyword: Service quality, Customer satisfaction, Organized Retailing, Bangalore city