Main Article Content
Abstract
The purpose of this paper is to investigate the impact of service quality dimension on customer satisfaction in retail sector. The research adapted the items to measure the service quality dimensions and customer satisfaction that is developed by Beneke et al. (2012). Data has collected from the 440 customers who purchase the goods from organized retail store using the structure questionnaire. The research used the exploratory factor analysis and cronbach’s alpha to validate the internal quality of latent variables. To investigate the relations between service quality dimensions and customer dimensions, regression analysis was run on IBM SPSS Statistic. The findings provide strong evidence of impact of personal interaction, physical appearance, reliability and policy of store on customer satisfaction in retail industry. Result failed to provide the evidence that problem solving dimension of service quality in retail store has significant impact on customer satisfaction.