Abstract
Indian organized retail market is growing at a fast pace due to the boom in the India retail industry. Many Indian companies are entering the Indian retail market which is giving Indian organized retail market a boost. Consumer do not easily articulate their requirements, also there are difficulties in delimiting and measuring the concept of service quality. As customers are involved in the production and consumption process of a service conducted within a physical environment, the physical environment will have a deep impact on customers’ perception of service experiences also noted that physical environment is often used as cues of a firm’s competences and quality by consumers before a purchase. The paper highlights the frequency of customers visiting franchisee stores, malls etc. with respect to the quality of services facilitated specially at malls which provide convenience, comfort and entertainment. Keywords– articulate, competences, delimiting, organized, retail.
Published Version
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