Measuring essential quality parameters for organized food retailers – A survey in Rajkot city

Abstract

A study was conducted to identify essential quality parameters for organized food retailers on the bases of customer opinion about different area of service quality. For this factor analysis was used to determine responsible factors for measuring the satisfaction level among organized food retail customers. Study results that quality parameters such as more product variety, attractive discounts, branded product in food and grocery segment, neatness and hygiene, freshness of food were positively affected to customers in selection of organized food retail over unorganized food retail. Which indicate that organized food retails should concentrate on these parameters in delivering services to their customers. Study also identifies areas in which organized food retailers are lacking in services i.e. After sales, credit facility, consistency in services and personal attendance to customers. So they should concentrate on weak area of performance in services and try to improve service quality in these areas.