Service quality, customer satisfaction and customer loyalty in retail grocery- An overview

Business is a broader concept which includes buying and selling of goods and services. The main purpose any business is to make profit. In this dynamic world of competition mere profit making is an outdated thought as businessmen have to put their efforts to make profit through customer satisfaction. As we all know that the satisfied customers are good advertisement to the business and they remain loyal to the business permanently or fairly for a long period of time.

Customer satisfaction and loyalty of the customers to the product are interrelated. Customer satisfaction can be achieved through better quality products and services, humbleness, customer support services etc. As the Customer satisfaction is the key factor for success of any business, so, it has become the focus of researchers and the marketers to predict the loyalty of the customers.

In this paper, we made an attempt to know ‘what degree of relation is existing between product quality, customer satisfaction and loyalty? What are the different product-related experiences leads to satisfaction or dissatisfaction of the customers in service sectors? What are the different models available to explain and establish the relation between product quality, customer satisfaction and loyalty?

We made study through observation method and also used Questionnaire to know the views of selected customers as our methodology. We have gone through many research articles to know the views of various scholars from different places. To know the satisfaction level in retail grocery, we visited departmental store, examined the electronic bills, and picked-up few highest visitors’ mobile numbers to collect the data through questionnaire.

The study has been divided into six parts such as Introduction, Review of Literature, Objectives and Hypothesis, Research Methodology, Findings and suggestions, and conclusion.