An Empirical Investigation on Retail Service Quality and Its Impact on Customer Loyalty in the Supermarkets in Jaffna District, Sri Lanka

Kajenthiran .k

Advances in Management and Applied Economics, 2018, vol. 8, issue 1, 2

Abstract: Over the past year there were no unique model to measure Retail Service Quality (RSQ) with related to Customer loyalty (CL). Therefore, This Study presents a new model of RSQ & CL and examines the impact of retail service quality on customer loyalty. Causal research approach under the conclusive research design was used in this study by the quantitative way to find out the influence of Retail service quality on customer loyalty. This empirical study indicated that, Retail service quality contributes significantly to Customer loyalty (F= 68.194; P

Date: 2018
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