Customer Perception on Retail Service Quality: The Case of Food and Grocery Retailing

The worth of Indian retail industry is US$ 500 billion and it is expected to increase to US$ 750–850 billion by 2015. The contribution of organised retail sector is increasing; it becomes necessary to measure the customer perception on attributes of retail service quality. 26 items of Retail Service Quality Scale (RSQS) was used to analyse the customer's satisfaction in food and grocery retail. Customers were highly satisfied with the physical aspects of the store like convenience of shopping, attractive, and convenient public areas offered by food and grocery retailers. On the other side, customers were highly dissatisfied with the courteous extended by store employees.