A Comparative Study of Retail Service Quality of Westside and Shoppers Stop in Bangalore

Presented To: Shruti D. Naik Presented By: Arpita Nagraj FPB1113/023

Objectives

To identify the retail service quality factors at Shoppers Stop and Westside To compare the retail service quality at both the stores To identify the service quality differences between the expected services and perceived services of the chosen Stores To study the impact of retail service quality factors on customer satisfaction and loyalty in these retail outlets
2

28/2/2012

Scope

The Study is limited to Bangalore City The study is limited to understand the service quality provided by these stores The study reflects upon customer satisfaction and loyalty in terms of retail service quality
3

28/2/2012

THANK YOU
6/25/2009 Version 1.0 4