Service Quality and Its Impact on Customer Satisfaction in Shopping Malls
S. C. Vetrivel ()
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S. C. Vetrivel: Assistant Professor, School of Management Studies, Kongu Engineering College, Perundurai Erode, Tamilnadu
Journal of Commerce and Trade, 2015, vol. 10, issue 2, pages 48-52
Retail industry plays a significant role in increasing productivity across a wide range of consumer goods and services, and it is a big business in developed countries, and it is in a much more organized format in India. Most of the retailing in India happens in the un-organized sector with over 12 million retail outlets of various sizes and formats. Retailing involves direct interface with the customer and co-ordination of business activities from end-to-end right from the concept or design stage of the product and delivery of service to the customers. Changing customerâ€™s lifestyle and the competitive environment has made the customersâ€™ expectations grow high. The retailers were more concise with satisfying their customers since the customer satisfaction will be the core point of improving the retailerâ€™s products and services. So the researcher has made an attempt to measure the satisfaction level of customers in the shopping mall.
Keywords: retail; business; product; services; customer. (search for similar items in EconPapers)
JEL-codes: A0 C0 (search for similar items in EconPapers)
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Persistent link: http://EconPapers.repec.org/RePEc:jct:journl:v:10:y:2015:i:2:p:48-52
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