Bulletin of Business and Economics (BBE)

ISSN - 2414-1771 (Print)

ISSN - 2409-9368 (Online)

Determinants of retail service quality – an empirical evidence from Pakistan


Jahanzaib Ali, Abul Mannan, Khalil Ahmad


Ali, J. Mannan, A. and Ahmad, K. (2015). Determinants of retail service quality–an empirical evidence from Pakistan. Bulletin of Business and Economics, 4(1), 35-42.


The study examines the main determinants of retail service quality in Okara Market. Data collected through questionnaire from 150 respondents by using five point Likert. Correlation and Regression analysis were used as statistical tests. Empirical analysis shows that reliability, personal interaction, policy, problem solving have positive relationship with overall evaluation of retail service quality and physical aspects has negative relation with overall evaluation of retail service quality.


Service Quality, Retail Service Quality Scale, Supermarket, Pakistan

Jel Code:

Article Type:

Research Paper




Research Foundation for Humanity (RFH)

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