An Assessment of Service Quality of Shoppers Stop

In: Business and Management

Submitted By ssgautam
Words 3985
Pages 16
An Assessment of Service Quality of Shoppers Stop

Prepared by:

Shailendra Gautam 12810075
Souvik Raha 12810080
Sofia Saini 12810079
Ashutosh Chaturvedi 12810020
Vikas Kumar Singhal 12810086

Contents 1. Introduction 3 2. Servqual 3 3. Retail Sector 4 3.1 Indian Retail Scene 4 4. Research Methodology 5 4.1 Research Design 5 4.2 Survey Questionnaire 5 4.3 Data Collection: 6 4.4 Findings of the Study 6 5. Relative importance of service quality dimensions for Shoppers Stop 6 5.1 Assessment of service quality gap of Shoppers Stop using SERVQUAL 7 5.2 Service quality gap and weighted service quality score for Shoppers Stop 7 5.3 Overall weighted SERVQUAL score for all the dimensions for Shoppers Stop 7 6. Analysis and Results 8 6.1 Primary Sources 8 6.2 Research Objectives 9 6.3 Hypothesis 9 6.4 Methodology 9 6.5 Pearson’s (r) Correlation 10 6.6 Linear Regression Analysis 11 7.Various suggestions for minimizing the gaps between customers' perceptions and expectations 12 8. Conclusion: 12

This paper attempts to study the service quality of Shoppers Stop in retail sector. Service quality is the degree and direction of discrepancy between consumers' perceptions and expectations in terms of different but relatively important dimensions of service quality. A 22-question (item) SERVQUAL scale measuring five basic dimensions i.e., Tangibles, Reliability, Responsiveness, Assurance and Empathy of service quality was used to understand the service quality of retail sector . Population for the study consisted of customers who have atleast visited one of the stores of Shoppers Stop. The customers were asked to fill an online questionnaire. In all 50 customers were surveyed. It was found out that except responsiveness various measures needs to be…...

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