Customer satisfaction on service quality dimensions | Zendy

Kalyan Bhaskar | Zendy; Pratyakshya Subramanyam | Zendy

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Customer satisfaction on service quality dimensions

Author(s) -

Kalyan Bhaskar,

Pratyakshya Subramanyam

Publication year - 2021

Publication title -

journal of management and science

Language(s) - English

Resource type - Journals

eISSN - 2250-1819

pISSN - 2249-1260

DOI - 10.26524/jms.11.21

Subject(s) - service quality , customer satisfaction , business , context (archaeology) , marketing , loyalty business model , loyalty , quality (philosophy) , service (business) , geography , philosophy , archaeology , epistemology

The purpose of this paper is to empirically investigate the influence of dimensions of service quality towards satisfaction in the context of Indian retail market. The paper focused to examine the relationship between satisfaction and service quality dimensions. A study has been conducted on 20 supermarkets in Kadapa district, A.P. India. The results of this research indicate that retail service quality positively influences satisfaction and trust. It is found that satisfaction also positively influences trust and loyalty. Satisfaction and trust mediate the relationship between retail service quality and loyalty on customer satisfaction.

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