A STUDY ON SERVICE QUALITY AND IT’S IMPACT OF CUSTOMER LOYALTY IN RETAIL STORE

The advent of new ways of shopping, such as online transactions, credit card payments, and customer cards, has prompted retailers to consider the value of customer loyalty in the face of global competition. As a result, research must concentrate on the retail sector's evolving position and its competitive global market. The underlying model of a five-dimensional retail service quality scale This study used dimensions to assess the effect of service quality on consumer loyalty in the retail sector in Trichy, with customer satisfaction serving as a mediator between these variables. Customer satisfaction can be improved by improving service quality, according to the results. Physical factor, efficiency, personal interaction, and other service quality dimensions play a significant role in this equation.