Abstract
In an organised retail sector, retail service quality is the primary facet to gain or retain large number of customers. This study is carried out to identify the retail service quality gap in Big Bazaar retail store in Thiruvananthapuram. Survey conducted through questionnaire has 120 responses. Out of 120, 107 responses were administered for data analysis through SPSS 20.0 package. Retail Service Quality with respect to Big Bazaar retail store is measured through different statistical tools like Mean, Standard deviation, Friedman's Ranking Test and Compare Means in terms of five dimensions of RSQS. This enabled the researcher in suggesting the retail store operators in five dimensions of retail service quality to ensure that the best retail service quality is offered to the customers.
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