Impact of RSERVQUAL on Customer Satisfaction: A Comparative Analysis between Traditional and Multi-Channel Retailing
M. Siva Koti Reddy
Dr. M. Siva Koti Reddy Asst. Professor, Department of Management Studies, Vignan’s Foundation for Science Technology and Research, Guntur, AP, India.
Manuscript received on 17 April 2019 | Revised Manuscript received on 22 May 2019 | Manuscript published on 30 May 2019 | PP: 2917-2920 | Volume-8 Issue-1, May 2019 | Retrieval Number: A1464058119/19©BEIESP
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Retail service quality aspect is highly essential in the retail sector. The current research paper is intended to test the impact of retail service quality in both the traditional and multi-channel retailing. The service quality in the retail sectors may provide the customer satisfaction to the customers. The more satisfaction among the customers may leads to retain them for longer period and then develops the customer loyalty. The researcher adopted Dhabolkar’s retail service quality dimensions to test it’s impact over the customer satisfaction in the retailing sector. The researcher adopted the five dimensions such as physical aspects, reliability, personal interaction, problem solving and policy as the independent variables and the dependent variable of the study is customer satisfaction. The researcher conducted the analysis with the 560 collected samples.
Index terms: Retail Service Quality, Physical Aspects, Website Design, Reliability, Personal Interaction, Problem Solving, Policy
Scope of the Article: Social Sciences