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  • An Empirical Study on Retail service Quality and its impact on Customer Loyalty; Special reference to Super markets in Jaffna District.

Thirugnanam Navaneethan VallipuramThileeban

Retail Service quality is viewed as one of the most interesting and discussed concepts in the service marketing paradigm.Nowadays, people have changed their mind-sets from traditional retail shops to modern trade shopsThis study purely focused on people, who approach super-markets only. North Way, TCT, ANFC and Cargills are the well-established super markets in Jaffna, where many people satisfy their purchasing needs, on their way to home. Extent studies in relation to loyalty have deeply focused on the “satisfaction leading to loyalty” (Baumann et al., 2011) and no fruitful study has been provided, measuring the retail service quality and customer loyalty yet.

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