Abstract:
This study was undertaken with the objective of finding out the
relationship between service quality and customers satisfaction. For this
study, Quality of services is evaluated by reliability, functionality,
responsiveness service design and assurances. It was reviewed with help
of the gap analysis this was established by Zeithaml, Parasuramn and
Berry. The present study is initiated on "quality of service" with the
samples of 104 customers of selected super market. The study found
that the correlation value between service quality and customer
satisfaction is 0.753 which is significant at 0.01 levels. There is positive
linear relationship between the service quality and customer satisfaction.
According to the Regression analysis, 58.6% service quality impact on
customer satisfaction. So, we can come to the conclusion that service
quality has an impact on customer. The study further points out that
keen attention should be paid on to polish service quality because
service quality is interrelated with customer satisfaction.
