Application of SERVPERF for Rural Retailer: Reliability and Factor Analysis
DOI:
https://doi.org/10.51983/ajms-2012.1.1.1095Keywords:
Competiveness, Threats, Quality, Organized Retailer, SERVPERFAbstract
Retail sector is the booming sector in global and Indian economy. The Indian retail industry is divided into organized and unorganized sectors. The Indian retail sector is highly fragmented with 97% of its business being run by the unorganized retailers like the traditional family run stores and corner stores. This is the right time to know the quality of rural retailers. This study focuses on the rural retailer’s quality level through SERVPERF measuring scale (Croin, 1992). The tool was applied for 385 respondents from rural area in Dindigal District, Tamil Nadu. This research describe that most of the rural people are dissatisfied with the rural retailer services. At the same time qualification of the respondents and their position in the society play a major role to determine the attitude towards satisfaction. The rural retailer improves competiveness among them, and then only they will compete with organized retailer.
References
Anmol Soi, “Case Study:Impact of Global Meltdown on Retail Sector in India”, Delhi Business Review, Vol. 10, No. 1, 2009.
Aparna Tembulkar, “Impact of Organised Retail Development on Small Retailers and Consumers”, International Marketing Conference on Creating, Communicating, and Delivering Value in Growing Markets, 2007.
AT Kearney's seventh annual Global Retail Development Index (GRDI), 2008.
H.M. Awan and K.S. Bukahri, “BE SQUAL: A Multiple-Item Scale For Evaluating Service Quality Of Business Education In Pakistan” , in 3rd International Conference on Assessing Quality in Higher Education, 6th-8th December, 2010, Lahore, Pakistan.
A. Brochado and R.C. Marques, “Comparing Alternative Instruments to Measure Service Quality in Higher Education”, FEP Working Paper, December 2007.
C.M. Chitale, Surbhi Jain and R.N. Pahurkar, “Contemporary Challenges of the Retail Sector in India with Special Reference to Pune City”, in AFBE 2008 Conference, pp.148-172, 2008.
J.J. Cronin and S.A. Taylor, “Measuring Service Quality: A Reexamination and Extensio', Journal of Marketing, Vol. 56, pp. 55-68, 1992.
T. Vanniarajan and B. Anbazhagan, “SERVPERF Analysis In Retail Banking”, International Marketing Conference on Marketing & Society, IIMK , 8-10 April, 2007.
India Retail report 2009, IMAGES research.
A. Kalhan, Impact of Malls on Small Shops and Hawkers, EPW, June 2, 2007.
K.P.Marshall, Relationships of Service Quality Perceptions to Public School Volunteerism Among Non-Parents, 2004.
K.P. Marshall, J.R. Smith and G. Glover, Race-Ethnic Variations in Service Quality Retail Clothing Shopping Experiences: A SERVPERF Comparison.
L.P. Mey and B. Mohamed, “Service Quality, Visitor Satisfaction and Behavioural Intentions: Pilot Study at a Museum in Malaysia”, Journal of Global Business and Economics, Vol.1, No. 1, pp.226, 2010.
Nguyen Quoc Cuong, “The Effects of Perceived Service Quality, Corporate Image, Customer Satisfaction and Switching Costs on Customer Loyalty in Vietnamese Private Banks: A Study of Asia Commercial Bank in Ho Chi Minh City” , GSB Student's Contribution, 2004.
Shaoni Shabnam, “Employment in Retail Sector: A Comparison of Unorganized and Organized Retail in India”, Discussion Paper 7, Adecco Tiss Labour Market Research Initiatives (Atlmri), 2008.
Shilpa Sharma, Rural India Calling, USID Foundation, USID2009, Hyderabad, India, September, 2009.
R. Venkatesh, “Recent Trends In Real Estate Marketing Scene In India”, International Marketing Conference on Creating, Communicating, and Delivering Value in Growing Markets, 2007.
Vikram Singh, “Organized Food Retailing: Few Cases”, Spice, Vol. 1 No. 7, November 2003.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2012 The Research Publication
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
