Abstract
Retail service quality factors are key determinants in the performance of retail business. A study of 463 shoppers of Supermarkets in important cities of Tamilnadu was conducted to identify the important retail service quality factors using the modified Retail Service Quality Scale of Dhabolkar et al (1996). The study identified the factors namely Store merchandise, Physical aspects, Policy, Personal interaction and Access. The paper also identified gender and income as the important profile variables associated with these retail service quality factors. This study suggests suitable strategies for supermarket retailers to keep the customers satisfied and improve their business performance.
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