Measure of Retail Service Quality in Tesco Stores: "What are the areas of improvement?"

Research done in the field of consumer satisfaction and retail quality have shown that a satisfied customer is the most likely to remain loyal to the business. A retail setup in contrast to pure service setting represents a different environment altogether offering services as well as products to the customers. Customers have their own preference and expectations different from what service providers think and this discretion plays a pivotal role in final evaluation of service quality in retail stores. This book highlights that providing the best quality products and facilities can’t promise customer satisfaction alone, but a wider approach is required in order to truly assess the quality of service as perceived by the customers.