Abstract
The remarkable expansion of retail in India is due to increased number of hypermarkets, supermarkets, etc. The increased numbers of retail store in order to sustain and succeed needs customer loyalty, which can be achieved by catering to the needs of the customers. This study is an attempt to understand the expectations of service quality from the consumer side and how the service provider specified in the electronics retail industry is delivering the same. Pre-sales and after-sales services and the quality of on-time sales services are on the utmost requirements of the customers nowadays. The factors which are identified in this study would be helpful for the retailers to in providing quality services to the customer to meet their expectations.
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