Measuring Retail Service Quality of Hypermarkets: A Descriptive Study of Delhi / NCR
Indian retail industry is booming these days. So many Indian and foreign companies are showing interest in
Indian Retail. This is benefiting Indian retailers, foreign retailers and consumers as well. This is a win-win situation. But still
Indian retail industry is not still developed to avail the opportunities. There are so many problems and challenges faced by
the consumer’s retail outlets. Big giants like Bharti, Reliance, Future Group, Tata, Birla have entered in to retail industry.
Indian retail industry accounts for 14- 15 percent of Indian GDP. If retail industry will not grow adequately, will definitely
hamper Indian Economy. Online marketer like snapdeal.com, flipcart.com, amazon.com etc. Are also entering in to market.
The objective of the study is to develop a scale for the measurement of Service quality of hypermarkets. A research is
conducted to identify the key factors influencing the customers' perception about the retail service quality of retail outlets of
Delhi/NCR. Study was conducted with a sample size of 317 customers of hypermarkets in Delhi/NCR. Principal Component
analysis with Varimax rotation was employed on 29 items. The retail service quality variables were grouped in 6 factors:
Convenience, Promise and Doing Things Right, Personal Interaction, Policy, Problem Solving, Physical appearance. The
instrument was found valid and reliable.