Impact of service quality on customer satisfaction special reference to retail outlets in Tamil Nadu

Retail store profitability is dependent on the conversion rate of footfalls. One of the critical aspects that consumers use to make a buy, or no buy decision is the service quality offered by the store they choose to visit. This research provides insight into relationship between demographics of consumers, specifically age group, gender, marital status, and income group. The findings of the research suggest that the top priority of consumers seems to be: Loyalty Cards, Equipment/Fixtures, Timely Home Delivery, Merchandise quality, Packaging/labeling, Error free transactions, and Error free home delivery. Further reliability and Policy have a greater impact on consumer satisfaction. Gender and Age do not seem to impact perceived or expected quality of services at retail outlets