Service Quality, Customer Satisfaction And Customer Loyalty In The Retail Industry

“In investigation of the association among Service quality, Customer Satisfaction and Customer Loyalty in the retail sector”

1. Introduction

In current competitive and dynamic business setting, it is not something easy for a company to distinguish itself from rival firms, both in terms of quality and quantity. On the other hand, the changing business environment along with the increased level of customers’ power are pushing the companies towards the customer focused business strategies for creating long term and strong relationship with consumers (Ryding, 2010). Retailing is a process through which the goods will be transported from the final customers. It can also be defined as the process that is consisting of the activities involved to make the products available to the final customers. The idea of customer satisfaction becomes one of the most important objectives that may kept on the top priority by a firm which is striving for building and maintaining relationship with consumers. The idea of customer loyalty is also term that is related to the satisfaction level of the consumers. In

To identify views of consumers about the service quality in the retail industry. ii. To assess the level of customer satisfaction among the retail sector customers. iii. To investigate and analyze the customer loyalty of the retail sector customers. iv. To study the association among the service quality, customers’ satisfaction and customers’ loyalty in the retail industry.

1.2 Research Questions

i. What are the customers’ perception about the service quality in the retail sector? ii. What are the levels of customer satisfaction among the retail sector customers? iii. How the customers of the retail sector will become more loyal? iv. What is the association among the three constructs, service quality, customers’ satisfaction and customer loyalty in the retail sector