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20111
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Subject: Agricultural Economics × Author: CHANDAN GOEL × End date: 2011 × Type: Thesis × Thesis Type: M.B.A. ×
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    ThesisItemOpen Access
    CUSTOMER EXPECTATIONS AND PRECEPTIONS REGARDING SERVICE QUALITY IN ORGANISED RETAIL STORES IN LUDHIANA
    (PAU Ludhiana, 2011) CHANDAN GOEL; Pratibha, Goyal
    The research project titled ―Customer expectations and perceptions regarding service quality in organised retail stores in Ludhiana‖ was undertaken with the objectives to study the gap between expectations and perceptions of customer towards organised retail stores in Ludhiana and to identify the reasons behind gap between customer‘s expectations and perceptions, if any, and to suggest solutions for the same. The study was conducted by selecting four organised retail stores from Ludhiana city on convenience basis and 25 customers were selected from these stores, thus a total sample size of 100 customers were selected for the study. Primary data was collected with the help of RSQS scale. The study shows that majority of the respondents were willing.