DECLARATION

I, Samridhi, scholar of Ph.D (Management Studies) hereby declare that this research report titled The Impact of Service Quality on Customer Loyalty: A Study in Organised Retail Sector is an original work done by me in fulfilment for award of the Degree of Philosophy in Management and has not been submitted as a report or research work under any other name or to any other University. My indebtedness to other works has been duly acknowledged at the relevant places.

Dr. V. K. Kaushik (Supervisor) Associate Professor Deptt. of Management Studies TIT&S, Bhiwani

Samridhi (Scholar)

Countersigned by

Dr. H.J. Ghoshroy Professor, Head & Dean Institute of Management Studies & Research Maharshi Dayanand University Rohtak