A STUDY ON SERVICE QUALITY AND CUSTOMER SATISFACTION IN SHOPPING MALLS
Journal Title: PARIPEX-Indian Journal of Research - Year 2017, Vol 6, Issue 12
Abstract
In a mall shopping environment, customers are not only evaluating product quality, but also service quality and its effective delivery. With an increasing degree of homogeneity between product and service offerings, shopping malls are concentrating on the delivery of effective services to customers that make malls competitive. The results show that there is significant difference between socio-economic profile of customers and their perception on service quality of shopping malls. The physical aspects, personal interaction and reliability dimensions have positive and significant impact on customer satisfaction at one per cent level, while, policy dimension has positive and significant impact on customer satisfaction at five per cent level. The proper trainings should be given to employees for updating their knowledge about products, brands and services of shopping malls and they must be consistently courteous with customers. The shopping malls must be clean, attractive and convenient public areas. The shopping malls must ensure error-free sales transactions and records and availability of merchandise.
Authors and Affiliations
Mr. M. Hariharan, Dr. R. Ganapathi
Keywords
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