A Study on Measurement of Service Quality in a Selected Retail Sector Outlet, Secunderabad

Retail Industry has become a part of every modern day to day activities of urban population. In this industry, relationship between retailer and customer plays a crucial role for the success of the retail business. Now-a-days businesses are increasingly depended on the relationship which ultimately brings long term success of the company in the market. In this context, the measurement of quality of service is important in order to explore the extent of customer services being complied and the future course of strategic planning to be followed by the company. And in this study the quality of desired service by the customers and the quality of service perceived have been measured in five dimensions viz; physical aspect, reliability, personal interaction, problem solving and policy issues based on scale developed by Parsuraman. It is suggested that company has to take many measures in all the aforesaid dimensions to retain long-term relationship with the customers for greater business.