Title: An empirical assessment of retail service quality in India

Authors: Rema Gopalan; Sreekumar

Addresses: Indian Institute for Production Management-School of Management, Kansbahal, Near Rourkela, Odisha, 770034, India ' Rourkela Institute of Management Studies, Gopabandhu Nagar, Chhend, Rourkela, Odisha, 769015, India

Abstract: The retail sector is very important for Indian economy contributing around 22% to GDP and creating around 8% employment. The service quality provided by the Indian retail industry is very crucial for the success of this sector. This study aims at assessing the retail service quality in India from customer's perspective. This study is carried out in the Indian state Orissa located in eastern part of the country. This study uses a structured reliable questionnaire developed on the basis of literature review to capture the consumer's perception towards the Indian retail service quality. This study identifies nine dimensions which may influence retail service quality specially carried out in apparel stores. This study also establishes the impact of these dimensions on overall service quality. This study will be useful to Indian retailers and other stake holders in setting the standards in each of the identified dimension and develop on it.

Keywords: retail service quality; India; retailing; apparel stores; apparel industry; garment industry; clothing industry; retail industry; customer perceptions.

DOI: 10.1504/IJICBM.2013.055528

International Journal of Indian Culture and Business Management, 2013 Vol.7 No.2, pp.240 - 260

Published online: 18 Jun 2013 *

Full-text access for editors Access for subscribers Purchase this article Comment on this article