Impact of RSERVQUAL on customer satisfaction: A comparative analysis between traditional and multi-channel retailing

Abstract

Retail service quality aspect is highly essential in the retail sector. The current research paper is intended to test the impact of retail service quality in both the traditional and multi-channel retailing. The service quality in the retail sectors may provide the customer satisfaction to the customers. The more satisfaction among the customers may leads to retain them for longer period and then develops the customer loyalty. The researcher adopted Dhabolkar’s retail service quality dimensions to test it’s impact over the customer satisfaction in the retailing sector. The researcher adopted the five dimensions such as physical aspects, reliability, personal interaction, problem solving and policy as the independent variables and the dependent variable of the study is customer satisfaction. The researcher conducted the analysis with the 560 collected samples.