A Study of retail service quality expectation of electronic retail stores with reference to Bangalore shoppers

A Study of retail service quality expectation of electronic retail stores with reference to Bangalore shoppers

The annual growth rate of Retail sector in India is 46.64 percent. Over the past few years, the Retail sales in India are covering around 30 ?? 35 percent of GDP compared to around 20 percent in US. In the last few years immense growth by this sector was witnessed, the key factors were changing consumer profile and demographics, increase in number of international brand in Indian market, economic implications of the Government increasing urbanization, credit availability, improvement in the infrastructure, increasing investment in technology and real estate building world class environment for consumers. The consumer durables market can be divided into consumer electronics comprising of TV sets, audio systems, VCD players and others; and appliances like washing machine ,microwave ovens, air conditioners. The existing sector stands at an estimated US $ 4.5 Billion with organized retailing being at 5 percent. Due to the growth of this sector and increased demand for the durables that is electronics the need was felt to know what are the customer expectations towards the electronic retail store so that the customers expectation gets fulfilled and this can improve the economic development as a whole. The study attempts to find the shoppers expectation towards retail service quality of electronic retail store in Bangalore.

Roshani Puja

Commerce