Service quality measurement and its implications: a case study of Vishal Mega Mart
by Harvinder Singh, S.K. Chadha, Bikramjit Rishi
International Journal of Services and Standards (IJSS), Vol. 6, No. 2, 2010

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.

Online publication date: Mon, 25-Oct-2010

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