Title: Service quality measurement and its implications: a case study of Vishal Mega Mart

Authors: Harvinder Singh, S.K. Chadha, Bikramjit Rishi

Addresses: Institute of Management Technology (IMT), Raj Nagar, Hapur Road, Ghaziabad, Uttar Pradesh, India. ' University Business School, Panjab University, Chandigarh, India. ' Institute of Management Technology (IMT), Raj Nagar, Hapur Road, Ghaziabad, Uttar Pradesh, India

Abstract: Services quality measurement is difficult as services lack objective parameters of measurement. Measurement of service quality for retail stores requires specific measuring instrument due to unique attributes of retail business. Hence, Retail Service Quality Scale (RSQS) has been preferred in this research over SERVQUAL. Service quality is measured for a hypermarket in Delhi named Vishal Mega Mart. Whereas the format has been doing fairly well in smaller towns, the store has not been able to exploit its full potential in larger centres. The research aims at identifying areas or improvement in some aspects of its operations and management.

Keywords: service quality measurement; SERVQUAL; reliability responsiveness competence access courtesy communication credibility security customers tangibility; RSQS; retail service quality scale; service gaps; Vishal Mega Mart; objective parameters; retail industry; retailing; stores; hypermarkets; Delhi; India; small towns; cities; improvement; operations management; standards.

DOI: 10.1504/IJSS.2010.036173

International Journal of Services and Standards, 2010 Vol.6 No.2, pp.150 - 169

Published online: 25 Oct 2010 *

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