Competitiveness and search for profits have called more attention towards customers’ satisfaction and in- creased researcher’s interest on the topic of service quality. In this context, this study applies SERVQUAL for assessing service quality in a retail industry. The main objective is to assess a quality service dimension that is delivered through the perspectives of customers. This work was performed in a shopping mall including two hundred shops located throughout the NCR. A questionnaire was developed based on the service qual- ity dimensions and asked to the customer for gathering data from which results was analyzed. The results of this study show the responsiveness and assurance quality dimensions and characteristics that call customer attention.

{jd_file file==23}

Ali, S. S.(2008). Customer satisfaction to retail industry: an Seroquel approach. Skyline Business Journal, Volume 4, No 2,pp 28-39.