Service Quality, Satisfaction and Behavioral Intentions Aspects across Different States in Retailing

Abstract

This study is carried out to examine the service quality, customer satisfaction and behavioral intentions aspects across the retail outlets in India. This study is being carried out from three states of India which are Delhi, Haryana (Gurgaon & Faridabad) and Uttar Pradesh (Noida & Ghaziabad) are being selected to carry out this study. In this study a total of 600 customers are being chosen and 200 customers are selected from each state of India. Probability sampling method is chosen for collecting the data. Finally 540 filled in questionnaires are collected from the market. The data analysis is done by descriptive statistics, mean and one-way ANOVA. Finally there is found significant difference among the many aspects of service quality, customer satisfaction and behavioral intentions in retail outlets. For service quality in retail outlets, the scale developed by Dhabolkar, Thorpe and Rentz being used in the study. Various dimensions of customer satisfaction and behavioral intentions are found by reviewing of related literatures. This study makes the implications for the managers in these states to improve upon the service quality, customer satisfaction and behavioral intentions in retail outlets. In this study a response rate of 90% is achieved from the data collected. Finally customers are also allowed to provide their suggestions for further improvements in the aspects of service quality, customer satisfaction as well as behavioral intentions like purchasing decisions, complaining decisions, recommendation behavior etc. This research is important to understand the difference in the various dimensions of service quality as well as customer satisfaction and recommending and purchasing differences across the different localities in a country.