RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE FAMILIAR RETAIL OUTLETS OF CHENNAI

This study examines the relationship between service quality and customer satisfaction in the retail sector with a focus on Chennai. A total of 60 respondents participated in the study. “Research questions and objectives were set, alongside the hypotheses that were formulated and tested. Descriptive statistics comprising the simple percentage and tables were used for data presentation and analysis” [1]. In identifying the service quality, the relationship between service quality and customer satisfaction and also to compare the customer's importance on every service quality based on different familiar retail outlets in Chennai of the familiar retail outlets in Chennai. “It is recommended that organizations should welcome suggestions from customers and more programmes should be designed to measure service quality and customer satisfaction” [1].