Development of SERVQUAL Model for Enhancing the Service Quality by Examining Retail Output Service Gaps

S Nallusamy, S Hariharan
2017 International Journal of Research in Mechanical, Mechatronics and Automobile Engineering   unpublished
In the present scenario, retail sector in India is mounting in a swift manner particularly organized retail is mounting at an awesome speed. Organized retailing has many advantages as compared to the unorganized retailing like better utilization of manpower, better service and reduction in wastage of products. The organized retailing is facing a heavy competition from the unorganized sectors as well as from new competitors to the organized sector, especially from multinationals with the
more » ... ls with the revision of foreign direct investment policy. An organized sector may survive the stiff competition by increasing its competitive advantage such as to improve the quality of service levels of the organization. Focusing the consumer may be one area to understand the level of quality of services. The aim of this research is to enhance the service quality in retail outlet of a perishable product based on a Chennai corporation in Tamilnadu. A modified survey instrument was developed using SERVQUAL model consisting fourteen perishable items to find out the service gaps. Based on 144 responses, results reported positive values for the gap analysis in all the service attributes except one. Importance-performance matrix was used to identify the potential service attributes for improvement in service quality. From the results it was found that, a cronbachs alpha value of 0.924 and 0.946 were obtained which greater than the recommended value of 0.70 and therefore exhibiting good internal consistency of the constructs.