ISSN 2394-5125
 

Research Article 


ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING

Amit Chopra, Professor Yashwant Kumar Gupta.

Abstract
This paper explores service quality in food and grocery retail outlets its influence on customer satisfaction.
RSQSscale (Dhabolkar et al., 1996)been used for measuring service quality.Involving the five dimensions of
service quality i.e.Policy, Reliability, Personal Interaction,PhysicalAspects and Problem Solving. Customer
satisfaction was measured by a four-item scale adapted from Oliver, 1980. The data was then analyzed using
Karl-pearson coefficient of correlation and Multiple regression analysis to understand the effect of service
quality on customer satisfaction. The outcomes as derived from regression analysis suggest that all five
dimensions of service quality influence customer satisfaction. The information provided by this research can be
used while designing marketing strategies to improve customer satisfaction in food and grocery retailing.

Key words: Food and Grocery, Service Quality, Policy, Reliability, Personal Interaction,PhysicalAspects and Problem Solving Customer satisfaction


 
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Pubmed Style

Amit Chopra, Professor Yashwant Kumar Gupta. ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. JCR. 2020; 7(16): 2590-2600. doi:10.31838/jcr.07.16.330


Web Style

Amit Chopra, Professor Yashwant Kumar Gupta. ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. http://www.jcreview.com/?mno=123773 [Access: May 30, 2021]. doi:10.31838/jcr.07.16.330


AMA (American Medical Association) Style

Amit Chopra, Professor Yashwant Kumar Gupta. ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. JCR. 2020; 7(16): 2590-2600. doi:10.31838/jcr.07.16.330



Vancouver/ICMJE Style

Amit Chopra, Professor Yashwant Kumar Gupta. ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. JCR. (2020), [cited May 30, 2021]; 7(16): 2590-2600. doi:10.31838/jcr.07.16.330



Harvard Style

Amit Chopra, Professor Yashwant Kumar Gupta (2020) ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. JCR, 7 (16), 2590-2600. doi:10.31838/jcr.07.16.330



Turabian Style

Amit Chopra, Professor Yashwant Kumar Gupta. 2020. ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. Journal of Critical Reviews, 7 (16), 2590-2600. doi:10.31838/jcr.07.16.330



Chicago Style

Amit Chopra, Professor Yashwant Kumar Gupta. "ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING." Journal of Critical Reviews 7 (2020), 2590-2600. doi:10.31838/jcr.07.16.330



MLA (The Modern Language Association) Style

Amit Chopra, Professor Yashwant Kumar Gupta. "ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING." Journal of Critical Reviews 7.16 (2020), 2590-2600. Print. doi:10.31838/jcr.07.16.330



APA (American Psychological Association) Style

Amit Chopra, Professor Yashwant Kumar Gupta (2020) ASSESSING THE ROLE OF SERVICE QUALITY IN ENHANCING CONSUMER SATISFACTION IN FOOD AND GROCERY RETAILING. Journal of Critical Reviews, 7 (16), 2590-2600. doi:10.31838/jcr.07.16.330