SERVICE QUALITY DIMENSIONS OF CORPORATE RETAIL OUTLETS ON CUSTOMERS WITH SPECIAL REFERENCE TO COIMBATORE CITY–FACTOR ANALYSIS

V. SRIDEVI; Dr.M.THYAGARAJAN

Volume : V, Issue : VIII, August - 2015

SERVICE QUALITY DIMENSIONS OF CORPORATE RETAIL OUTLETS ON CUSTOMERS WITH SPECIAL REFERENCE TO COIMBATORE CITY–FACTOR ANALYSIS

V. Sridevi, Dr. M. Thyagarajan

Abstract :

This study tries to find out the most influencing variables in the service quality dimensions of corporate retail outlets on customers in Coimbatore city. Questions pertaining to all the dimensions of service quality identified by Parasuraman, Zeithaml & Bitner are asked to the respondents. Total 750 respondents have been taken by applying convenience sampling method. Result of factor analysis shown that nine variables namely; play area for children, service materials, decoration of the outlet, care taking of customer‘s things/properties without any charges, more payment counters, display of the product, Attractive, clean & convenient physical facilities, comfortable layout and uninterrupted power supply have been lead to the service quality dimensions of corporate retail outlet customers