Service Quality Influence Customer Satisfaction and Loyalty

A Study in Organized Food and Grocery Retail




Customer Loyalty, Customer Satisfaction, Food and Grocery, Organized Retail, Service Quality


Study is aimed at measuring dimensions of Retail Service Quality that has an impact on Customer Satisfaction and Customer Loyalty in organized Food and Grocery Retail shoppers of Bhopal City in central India. Data was collected from 216 food and grocery customers using Convenience Sampling technique through Structured Questionnaire. IBM SPSS 16 software for Exploratory Factor Analysis (EFA) and Smart PLS 3.2.6 software for Confirmatory Factor Analysis (CFA) and Structural Equation Modelling (SEM) were used to analyse and validate the Path Model. The SEM results reveal that three factors viz. Physical Aspects, Price and Payment do not have a significant positive influence on Customer Satisfaction. Also, Customer Satisfaction has significant positive influence on Customer Loyalty. The study offers opportunities to organized Food and Grocery Retailers in Central India to focus on these Service Quality Dimensions while formulating strategies for gaining competitive advantage, attracting new customer and at the same time retain old customers by enhancing Customer satisfaction and Customer Loyalty.


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Author Biographies

  • Abdul Rashid, Department of Public Administration, Cihan University-Erbil, Kurdistan Region – F.R. Iraq

    Dr. Abdul Rashid, an Indian by Nationality, is a Lecturer in Department of Public Administration, Cihan University-Erbil, Kurdistan Region, Iraq. He qualified National Eligibility Test conducted by University Grant Commission, Government of India in 2013 and earned his four year Full-time Ph.D from Maulana Azad National Institute of Technology (MANIT), Bhopal,  Madhya Pradesh, India. He has been involved with research in Retail Service Quality and Retailer Personality since 2014. He has an industry experience of 3.5 years and teaching experience of 8 years in different subjects of marketing specialization and research experience of 4 years in Retail Management. He has published several research papers in national and international Scopus indexed journals and has attended numerous national and international conferences and workshops, training programs, and certificate courses.

  • Varsha Rokade, Department of Management Studies, Maulana Azad National Institute of Technology (MANIT), Bhopal 462003, Madhya Pradesh, India

    Dr. Varsha Rokade is an Assistant Professor in the Department of Management Studies, Maulana Azad National Institute of Technology  (MANIT), Bhopal,  Madhya Pradesh (An  Institute of National Importance, Established by  MHRD,  Government of India). She joined MANIT in 2007 and completed her Doctorate in retail marketing management in 2011. She has two years in industry and 12 years of experience in academics. She has conducted 6 workshops and has 28 research publications in international and national journals of repute.



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How to Cite

Service Quality Influence Customer Satisfaction and Loyalty: A Study in Organized Food and Grocery Retail. (2019). UKH Journal of Social Sciences, 3(1), 50-61.

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