Mulund College of Commerce, India
The present study is a survey approach to measure service quality with reference to current thinking of consumers and their future requirements. It is an analysis of evaluating the gap between customer perceptions and expectations of service quality in selected agglomerated retail shopping centres in Thane and eastern suburbs of Mumbai in India. Data were collected from 600 customers of large retail shopping stores using structured questionnaire. Basic framework of SERVQUAL model has been adapted and seven customer quality dimensions were introduced to suit the purpose.The scores have been further analysed by using Inferential Statistical Test. The study showed distinctive results for the relationship between service quality dimensions and service quality. The result shows that at group level, all logistic dimensions of service quality such as Access, Architecture, Assortment and Alignment positively influences the service quality as the customer perceived service are high to their expectations. The result also indicates that gap in specific attributes in the subgroups like safety and security arrangements are statistically significant.This paper serves a model mapping for retail managers and provides valuable information that may help them to better understand the customers’ preferences and the business.