This document compares the service quality of grocery and apparel retail chains in India using the SERVQUAL model. For grocery stores, Reliance Fresh scored better than Big Bazaar on several service quality dimensions. For apparel stores, Pantaloon and Globus performed equally well with no significant differences found. The document provides recommendations on areas of improvement for both grocery chains and outlines limitations of the study.

1. Comparative analysis of Retail chains based on SERVQUAL Model Cases of Apparel & Grocery Stores

2. Comparative analysis of Retail chains based on SERVQUAL Model: Cases of Apparel & Grocery Stores (Pantaloon & Globus/Reliance Fresh &Big Bazaar) Prepared For: Mr. Shashank Mehra (Faculty of Marketing Research) Center for Retail Management FDDI Presented By: Roll No. Name 14 Gagandeep 42 Sanjay Kumar 45 Shivam 52 Suresh Kr. Singh 58 Vivek Kumar

5. Introduction to servqual

9. Service Quality Model: Service Quality Dimension 1 Physical Facilities Dimension 2 Reliability Dimension 3 Personal Interaction Sub Dimension 1 Appearance Sub Dimension 2 Convenience Sub Dimension 3 Promises Sub Dimension 4 Doing-it-Right Sub Dimension 5 Building Confidence Sub Dimension 6 Responsiveness Dimension 4 Problem Solving Dimension 5 Policy Equipment & Fixture Visual Appeal of Building Associated Material Quality Convenient Public Areas Store Layout/Easy to find Store Layout/Easy to move Keep promise Deliver services Right service Merchandise availability Error free sale Knowledgeable employee Instilling confidence Safe in transaction Prompt service Respond quickly Individual attention Courteous to customer Willing &enthusiastic to respond Less waiting in queue Show interest in solving problem Handle complain directly High quality merchandise Convenient parking Convenient operating hours Accept all credit cards Willingly handle return Provide home delivery List of merchandise available

10. Research design

11. Population Any person who had used services of that store. Survey Questionnaire Based on Past Researches and the Focus Group Interview taken by us. Data Collection Research Location: Delhi Noida Ghaziabad Questionnaire based on 29 variables as described in the above model will be get filled with this sample. Sample Size: 215

14. Analysis of Result

15. Cases of Grocery Stores

17. Cases of Grocery Stores -.10409 -1.31768 .30588 -.71088 .022 101 -2.324 .465 .538 Equal variances assumed AssociatedMaterialQuality -.05489 -1.17770 .28304 -.61630 .032 102 -2.177 .878 .024 Equal variances assumed StoreLayoutEasytoFind -.04596 -1.23404 .29949 -.64000 .035 102 -2.137 .109 2.613 Equal variances assumed ErrorFreeSale -.03202 -1.11761 .27343 -.57481 .038 95.245 -2.102 Equal variances not assumed SafeInTransaction Upper Lower 95% Confidence Interval of the Difference Std. Error Difference Mean Difference Sig. (2-tailed) df t Sig. F t-test for Equality of Means Levene's Test for Equality of Variances .013 6.377

18. Cases of Grocery Stores Cont… 1.40888 .09225 .33186 .75057 .026 101 2.262 .775 .082 Equal variances assumed CovenientParking -.19859 -1.19295 .25063 -.69577 .007 101 -2.776 .055 3.779 Equal variances assumed WillingToRespond -.29094 -1.44091 .28988 -.86593 .004 102 -2.987 .368 .817 Equal variances assumed CourteousWithCustomer Upper Lower 95% Confidence Interval of the Difference Std. Error Difference Mean Difference Sig. (2-tailed) df t Sig. F t-test for Equality of Means Levene's Test for Equality of Variances -.05956 -1.26340 .30346 -.66148 .032 102 -2.180 .744 .108 Equal variances assumed IndividualAttention

19. Case of Apparel Stores

20. Inferences

26. Thank You