Abstract

This study is conducted to compare the level of perceived service quality, customer satisfaction and behavioral aspects across the various stores in India. Researcher selected seven stores from various organized stores. The selection of the stores is done on the basis of judgemental basis. The seven stores are in the analysis of various outlets like Reliance Fresh, Big Bazaar, Spencer#x2019;s, Vishal Mega Mart, Shoppers stop, Westside and Ebony. The customers are chosen on systematic random selection basis. In the analysis of various outlets it is found that 85 respondents from Reliance Fresh, 91 from Big Bazaar, 77 from Spencer#x2019;s, 86 from Vishal Mega Mart, 76 from Shoppers stop, 57 from Westside and 68 from Ebony. In this study a sample size of 600 customers is chosen and from which 540 completely filled in questionnaires are received. This gives a response rate of 90%. The statistical analysis was done through descriptive statistics and one way ANOVA. The Retail Service Quality Scale Designed by Dhabolkar, Thorpe and Rentz was used in the study.