A Study on Service Quality in the organized and Unorganized Retail market of Erode District

Abstract

Indian retail market is segmented into organized and unorganized retail stores. The unorganized retail market has large number of retail outlets in various sizes and formats. The organized retail market in India began slowly in the 1985 but after liberalization organized retailing open to entering new players in the field of retailing. Presently organized retail market contributed greatly to India's GDP and it provides jobs to15% of employable adults. Socio economic environment, behaviour of consumers, competition, supply chain, legal and ethical system and technology play a vital role in external environment al forces of retail market. Descriptive research design is used to focus on external factors influence on consumers towards the service quality in retail market. This study collects data from 600 consumers at various places of erode district. This study reveals that value added customer service, self-service satisfaction, variety, quality of the products are influenced on service quality towards consumer in the organized retail market. Hence prices, availability of credit facilities, fresh products, possible of personal interaction to the owners of the shop are the influenced factors of service quality of the consumers in the unorganized retail market.