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Measuring Retail Service Quality with Special Reference To Vishal Mega Mart

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Retailing is the final step in the distribution of merchandise - the last link in the Supply Chain - connecting the bulk producers of commodities to the final consumers. Retailing covers diverse products such as foot apparels, consumer goods, financial services and leisure.

A retailer, typically, is someone who does not effect any significant change in the product execs breaking the bulk. He/ She is also the final stock point that makes products or services available to the consumer whenever require. Hence, the value proposition a retailer offers to a consumer is easy availabilities of the desired product in the desired sizes at the desired times.

In the developed countries, the retail industry has developed into a full-fledged industry where more than three-fourths of the total retail trade is done by the organized sector. Huge retail chains like Wal-Mart, Carr four Group, Sears, K-Mart, McDonalds, etc. have now replaced the individual small stores. Large retail formats, with high quality ambiance and courteous, and well-trained sales staff are regular features of these retailers.
Retail has played a major role world over in increasing productivity across a wide range of consumer goods and services .The impact can be best seen in countries like U.S.A., U.K., Mexico, Thailand and more recently China. Economies of countries like Singapore, Malaysia, Hong Kong, Sri Lanka and Dubai are also heavily assisted by the retail sector.

Retail is the second-largest industry in the United States both in number of establishments and number of employees. It is also one of the largest worldwide. The retail industry employs more than 22 million Americans and generates more than $3 trillion in retail sale annually. Retailing is a U.S. $7 trillion sector.

Wal-Mart is the world’s largest retailer. Already the world’s largest employer with over 1million associates, Wal-Mart displaced oil giant Exxon Mobil as the world’s largest company when it posted $219 billion in sales for fiscal 2001. Wal-Mart has become the most successful retail brand in the world due its ability to leverage size, market clout, and efficiency to create market dominance. Wal-Mart heads Fortune magazine list of top 500 companies in the world. Forbes Annual List of Billionaires has the largest number (45/497) from the retail business.

Number of Pages of Project Report: 63
Package Includes: Project Report
Project Format: Document (.doc)

Table of Contents of Project Report:
Chapter 1: Introduction
1.1 Global Retail Industry: An Overview
1.2 Top Ten Retailers Worldwide
1.3 Major Formats of In-Store Retailing
1.4 Technology In Retail
1.5 Retailing In India
1.6 Factors Responsible For Development of Retail In India
1.7 Trends In Retailing
1.8 Challenges Of Retailing In India
1.9 Retailing: The Road Ahead
Chapter 2: Literature Review
2.1 Service Quality
2.2 Service Quality Measurement
2.3 Service Quality Dimension
Chapter 3: Present Study
3.1 Justification of The Topic
3.2 Why Vishal Mega Mart
3.3 Objective of The Study
Chapter 4: Method
4.1 GAPS Model
4.2 Procedure
Chapter 5: Results
5.1 Relative Importance Of Service Dimensions
5.2 RSQS Scores
5.3 Weighted RSQS Scores
5.4 Questions With High Gap Scores
5.5 Questions With Low Gap Scores
Chapter 6: Discussion
Chapter 7: Overview
Chapter 8: Limitations & Future Use of Study
8.1 Limitations
8.2 Future Use of Study
Chapter 9: Conclusion

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