Mangalmay Journal of Management & Technology
Year : 2006, Volume : 1, Issue : 1
First page : ( 36) Last page : ( 42)
Print ISSN : 0973-7251.

Retail Service Quality: An Indian Research Perspective

Matta Mitu G¹, Senior Lecturer, Singh Sanjeev Kr.², Senior Lecturer

¹Lingayas Institute of Management & Technology, Faridabad.

²Institute of Management & Technology. Faridabad.

Abstract

Over the past ten years the Indian retailing has undergone sea change with emergence of new formats and entry of foreign retailers. So there is intense competition with stores vying for consumer's patronage. The retailers can gain competitive advantage by delivering "superior service quaLity" to consumers. Service quaLity is being increasingly perceived as tooL to increase vaLue for the consumer, means of positioning to ensure consumer satisfaction, retention and patronage. Further to make service more excellent shouLd make use of SERVQUAL which is indeed most wideLy used for measuring service quaLity. But this has Limited reliability in case of retail which offers both service and product mix. So Retail Service Quality Scale (RSQS) as devised by Dabholkar, Thorpe and Rentz (1996) has been discussed in this paper and further being tried to discuss the various dimensions of RSQS Scale and also Lends insight into its applicabilty in the Indian retail context.

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