SERVICE QUALITY DIMENSIONS AND CUSTOMERS SATISFACTION OF RETAIL STORE: A COMPARATIVE STUDY OF LIFESTYLE AND SHOPPERS STOP Name

Age

Gender Male Female Occupation

Annual Income Below 3 lac 3-6 lac 6-9 9 & above The store has modern-looking equipment and fixtures. * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree

The store and its physical facilities (trial rooms and restrooms) are visually attractive * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree

The materials associated with this stores service (such as shopping bags, loyalty cards and catalogs) are visually appealing * Strongly Agree Shopper stop life style The store layout at this store makes it easier for customers to find what they need * Strongly Agree Shopper stop Lifestyle The store layout at this store makes it easier for customers to move around in the store * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree

The store what ever promises to do something (such as repairs, alterations)by a certain time, it will do so * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree

The store provides its services at the time it promises to do so * Strongly Agree Shopper stop Life style The store performs the service right the first time * Strongly Agree Shopper stop Lifestyle The store has merchandise available when the customers want it * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree

The employees in the store have the knowledge to answer customers questions * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree

The behavior of employees in this store instills confidence in customers * Strongly Agree Shopper stop Lifestyle The employees in this store give prompt service to customers * Strongly Agree Shopper Stop Lifestyle The employees in this store tell customers exactly when services will be performed * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree

The store gives customers individual attention * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree

The store willingly handles returns and exchanges * Strongly Agree Shopper stop Lifestyle The employees of this store are able to handle customer complaints directly and immediately * Strongly Agree shopper stop lifestyle The store offers high quality merchandise * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree

The store provides plenty of convenient parking for customers * Strongly Agree Shopperstop Lifestyle Agree Neutral Disagree Strongly Disagree

The store has operating hours convenient to all their customers * Strongly Agree Shopper stop Lifestyle The store accepts all major credit cards * Strongly Agree Shopper stop Lifestyle Agree Neutral Disagree Strongly Disagree Agree Neutral Disagree Strongly Disagree