Comparison of Service Quality, Customer Satisfaction and Behavioral intentions across the Various Formats (Supermarket, Hypermarket & Departmental Store) in India

Abstract

This study is conducted to understand the level of service quality, customer satisfaction and behavioral intentions across the various formats like super market, Hypermarket and Departmental store in India. In this study seven stores from organized sector are chosen and they are further divided into various formats like super market, Hypermarket and Departmental store.   In this study a sample size of 600 customers is chosen and from which 540 completely filled in questionnaires are received. This gives a response rate of 90%. The statistical analysis was done through descriptive statistics and one way ANOVA. From the findings there exists a statistical significant difference in many aspects of service quality and customer satisfaction, but there is

No difference in the dimensions of behavioral intentions in these formats. Hence the researcher suggests the implications for the managers on the basis of conclusions and findings of the study.