EVALUATING SERVICE DELIVERY PRACTICES IN SUPERMARKETS: A STUDY OF CONSUMER PERCEPTIONS IN NAGPUR CITY

Abstract

The current research is an assessment of service delivery practices in supermarkets particularly with reference to consumer perception in Nagpur City. The study takes a descriptive and analytical research design, and the collected primary data will be based on the study of 180 respondents by using a structured questionnaire. The paper discusses the dimensions of service quality that are essential such as tangibility, reliability, responsiveness, assurance, and empathy and how they affect customer satisfaction. The results find reliability and tangibility to be the most important factors relating to consumer satisfaction, and empathy and responsiveness should be improved. There is a high positive correlation between quality of service and customer satisfaction which means that improvement in service delivery practices leads to higher customer loyalty. As revealed in the study, operational efficiency and customer-focused methods are significant to the structured retail. It gives insights to the management of the supermarket, which they may utilize to perfect their service strategies and enhance general consumer experiences within a strength-based retailing setting.