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ABSTRACT
This study on customer perception on Retailer Service
Quality variables aims to identify the dimensions that
organised retailers offers the customers. An analysis of the
various retail service quality variables were done to
understand the relationship between them. The study also
tries exploring the factor that attracts the customers
towards the organised retail sector in capital city of
Kerala, (Trivandrum). As organized retailers are seen as
offering similar products in the outlets, improving service
quality is seen as critical to ensure customer loyalty. With
the introduction of FDI in multi brand retailing, more
international players are expected to enter the Indian
market this intern will bring more competition in this
retail sector. For benchmarking themselves with global
standards the Indian retailers will have to improve their
service quality. This study tries to find interrelationship
between various Retail Service Quality dimensions, which
will help the retailers to identify the steps needed to
improve the overall quality of service.
1.2
1. INTRODUCTION
1.3
Growth
and
Contribution
Organized Retail in INDIA
1.1
of
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1.4
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1.5
1.6
Retail Service Quality Measurement
Scale
The retail service quality scale of measurement were able
the identify the dimensions were the control of service
quality in retail services provided by them to the
customers and also creates the pathway to identify the
customers where and what they perceive through the
services provided by the retail outlets on various
dimensions
Realizing the need for developing a scale to measure retail
service quality, Dabholkar et.al (1996) made extensive
research to develop the retail service quality scale and he
identified five dimensions of (RSQS)
i.
ii.
iii.
iv.
v.
Physical aspects
Reliability
Personal Interactions
Problem Solving
Policy
1.7
Retail Industry
Capital City of Kerala
in
Trivandrum,
2. LITERATURE REVIEW
The dual objective of the present study is to examine the
interrelationship between various Retail Service Quality
dimensions, which will help the retailers to identify the
steps needed to improve the overall quality of service.
Hence, to have methodological improvement in the
present study by plugging out the loop holes of the earlier
studies, the studies pertaining to Retail Service Quality has
been reviewed. In the present chapter it is attempted to
provide a brief sketch on the earlier studies carried out in
the area of retail service quality performance.
Parasuraman (1990) in his study on superior customer
service and marketing excellence discussed the meaning
and measurement of service quality and offered
managerial guidelines for delivering superior service by
invoking key insights from a multi-year, multi sector
stream of research on customer service. He developed a
model called SERQUAL, which consisted of five
dimensions like reliability, responsiveness, assurance,
empathy and tangibles. He concluded that reliability to be
the most important of the five SERQUAL dimensions. He
also concluded that a company should effectively blend
external marketing with customer service to deliver
superior service to customers.
R. Ravikumar (2007) in his Study A study on retail
service quality dimensions in select organised retail of
Chennai city, This research which suitably modified the
SERQUAL scale to suit the requirements of the retail
stores by retaining the dimensions such as triangles (4
attributes), reliability (7 attributes), responsiveness (5
attributes), assurance (5 attributes) and empathy (9
attributes) with a total attributes of thirty in number.
Sin and chow (2003), by using the adapted version of sin
and cheung (2001), examined the service quality of a
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3.4
Dr.M.N.Malliswari (2007) in her study Emerging
trends & strategies in Indian retailing, she found that
the customers are influenced by the west due to their
exposure to media. The social networking sites and
internet as a whole has changed the shopping pattern and
behaviour of the customers.
Ashokan and Hariharan (2008) in their study conducted
in different retail outlets in
Palakkad district found out that the customer were
satisfied with the merchandise they have bought and
expect the stores to improve the customer service and also
to design the planogram in such a way that the products
could be located easily.
Prof Sudhansu sekhar & Dr.sarat kumar sahoo (2009)
in the study Organized retailing in India: issues &
challenges identified mainly the challenging factors like
technology, supply chain, human resources, store
positioning.
Leen and Ramayah (2011) in their study on Validation
of the RSQS in Apparel Specialty Stores found that all
the five dimensions: physical aspects, reliability, personal
interaction, problem solving, and policy, are highly suited
for measuring retail service quality in clothing stores.
Retail service quality is furthermore associated with future
consumption behaviour in terms of the customers
intention to visit, purchase and recommend the stores to
others.
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4.
DATA
ANALYSIS
INTERPRETATION
AND
Chi-Square
The X^2 Statistics is defined as X^2 o ^2 (Oi ei) ^2/eix^2(n-1) d.f
t=1
3. RESEARCH METHODOLOGY
3.1
1)
To understand the factors influencing the
shoppers buying at the organized retailers.
2)
To study the customer perceptions on organized
retailers.
3)
To study the promotional activities taken by the
organized retailers.
4)
To provide suggestions to improve the services
provided by the organized retailers.
3.2
Level of significance
= 0.05 level of significance
Change (from x ^ 2o= 44.440)
x ^ 2e = 7./815 for 3 d.f at 5 % level
1)
The study provides suggestions to the organized
retailers about their service quality.
2)
The study helps the researcher to know how the
customer perception works on organized retailers.
3)
This study provides suggestions on improving
the standard and the quality of the organized retailers.
3.3
4.1
Test the Respondents Opinion
Regarding Organized Retail Outlets
Sources of Data
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Inference
x ^2o > X^2 e
The null hypothesis is rejected for the table it is
understood that convenience & Competitive cost takes the
organized retailing to the customers
4.2
Test the Shoppers Perception on
Physical Aspects of Organized Retail Outlets
Ho: There is no relationship between Modern Looking
Equipments and Fixtures and Visually Appealing
H1: There is a relationship between Modern Looking
Equipments and Fixtures and Visually Appealing
Level of significance
= 0.05 level of significance
Table-3 Shoppers Perception on Physical Aspects of
Organized Retail Outlets
Inference
Degrees of freedom = (Rows-1)(columns-1)=(2-1)(5-1) =1
* 4 =4
Table value of Chi-square is.05 level of significance with
4 degree of freedom=9.49
Calculated Chi-square Value is 11.71
Since the Calculated Chi-Square value is greater than the
table value, null hypothesis is rejected. Hence there is
significant relationship between easy accessibility and
easy internal mobility variables of Physical aspect
dimension.
4.4
Test the Shoppers Perception on
Reliability of Organized Retail Outlets
Ho: There is no relationship between Error Free Billing
and Reliability in using Credit Cards.
H1: There is a relationship between Error Free Billing
and Reliability in using Credit Cards.
Level of significance
= 0.05 level of significance
Table-5 Shoppers Perception on Reliability of
Organized Retail Outlets
Inference
Degrees of freedom = (Rows-1)(columns-1)=(2-1)(5-1) =1
* 4 =4
Table value of Chi-square ar.o5 level of significance with
4 degree of freedom=9.49
Calculated Chi-square Value is 10.83
Since the Calculated Chi-Square value is grate than the
table value, null hypothesis is rejected. Hence there is
significant relationship between Modern looking
equipments and fixtures and Visually Appealing variables
of Physical aspect dimension.
4.3
Test the Shoppers Perception on Other
Physical Aspects in Organized Retail Outlets
Ho: There is no relationship between Easy Accessibility
and Easy Internal Mobility.
H1: There is a relationship between Easy Accessibility
and Easy Internal Mobility.
Inference
Degrees of freedom = (Rows-1)(columns-1)=(2-1)(5-1) =1
* 4 =4
Table value of Chi-square ar.o5 level of significance with
4 degree of freedom=9.488
Calculated Chi-square Value is 2.19
Since the Calculated Chi-Square value is less than the
table value, null hypothesis is accepted. Hence there is no
significant relationship between Error free billing and
Reliability in using credit card variables of Reliability
aspect dimension.
4.5
Test the Shoppers Perception on
Personal Interaction in Organized Retail
Outlets
Ho: There is no relationship between Employee greeting
and customer willingness.
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Inference
Degrees of freedom = (Rows-1)(columns-1)=(2-1)(5-1) =1
* 4 =4
Table value of Chi-square ar.o5 level of significance with
4 degree of freedom=9.488
Calculated Chi-square Value is 10.11
Since the Calculated Chi-Square value is greater than the
table value, null hypothesis is rejected. Hence there is
significant relationship between Employee Knowledge and
Employee Behaviour variables of Personal aspect
dimension.
4.6
Test the Shoppers Perception on
Problem Solving in Organized Retail Outlets
Ho: There is no relationship between Returns and
exchanges and Sincerity in Problem solving.
H1: There is a relationship between Returns and
exchanges and Sincerity in Problem solving.
Level of significance
= 0.05 level of significance
Table-7 Shoppers Perception on Problem Solving in
Organized Retail Outlets
Inference
Degrees of freedom = (Rows-1)(columns-1)=(2-1)(5-1) =1
* 4 =4
Table value of Chi-square is.05 level of significance with
4 degree of freedom=9.49
Calculated Chi-square Value is 12.71
Since the Calculated Chi-Square value is grate than the
table value, null hypothesis is rejected. Hence there is
significant relationship between Returns and exchanges
and Sincerity in problem solving variables of Problem
solving aspect dimension.
4.7
Test the Shoppers Perception on Policy
in Organized Retail Outlets
Inference
Degrees of freedom = (Rows-1)(columns-1)=(2-1)(5-1) =1
* 4 =4
Table value of Chi-square is.05 level of significance with
4 degree of freedom=9.49
Calculated Chi-square Value is 7.83
Since the Calculated Chi-Square value is less than the
table value, null hypothesis is accepted. Hence there is
significant relationship between convenient store hours
and convenient parking facility variables of Physical
aspect dimension.
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6. CONCLUSIONS
The customer perception of retail service quality is an
important segment to the emerging and the existing
retailers in the market. As the study reveals that perception
of service quality is influenced by the various natures
among various customers, even some of the general
factors like Personal interaction, physical aspects are the
dimensions on which customer perception remains
constant and common to the entire customer on a majority
basis. So the retail outlets have to frame their own
strategies in order to attract the customers on a longer
basis.
REFERENCES
[1] Gagliano,K B and Hathcote,(1994). Customer
Expectations and perceptions of the service quality in
Retail Apparel specialty stores. Journal of services
Marketing,8(1):60-69pp.
[2] S.P.Thenmozhi Raja and Dr.D.Dhanabal (2011),
retail Service Quality: A customer Perception study
The International Journal of Management Digest,
April-Sep 2011:6-22 pp.
[3] Dr.C.Gupta & Mitali Chaturvedi(2007) in their study
Retailing : An Emerging trend in India, Indian
journal of Marketing, Vol. XXXVII,No10,pp26-29.
[4] Dr.M.Malliswari(2007) summed in his study
Emerging Trends & strategies in Indian Retailing,
Indian journal of marketing.
[5] Dr.M.Anbalagan and V.Gunasekaran (2007) in their
study Retail Consumers market in India- The Next
big leap, Indian Journal of Markeing,Vol
XXXVII,No3,pp27-29 and pp.38.
[6] Singh (1998) Consumer Complaint intentions and
Behaviour: Definitional and taxonomical issues,
Journal of marketing, 52,93107.
ISSN: 2319-4421
WEBSITES
[1] www.indianretailing.com
[2] www.businessline.in
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