Determinants of retail service quality – an empirical evidence from Pakistan
Keywords:Service Quality, Retail Service Quality Scale, Supermarket, Pakistan
The study examines the main determinants of retail service quality in Okara Market. Data collected through
questionnaire from 150 respondents by using five point Likert. Correlation and Regression analysis were used as
statistical tests. Empirical analysis shows that reliability, personal interaction, policy, problem solving have positive
relationship with overall evaluation of retail service quality and physical aspects has negative relation with overall
evaluation of retail service quality.