Abstract

The objective of this study is to determine the perception of retail service quality and its relationship with
satisfaction for customers of hypermarkets in the Kingdom of Saudi Arabia (KSA). Data was collected through
self-administered questionnaires using convenience sampling technique. Out of 220 responses, 185 were finally
chosen and analyzed for descriptive statistics as well as significant relationship between hypermarket service
quality and customer satisfaction. The respondents reported high levels of perceived quality and significant
relationship was found between retail service quality dimensions and customer satisfaction. Out of all the
dimensions of service quality, physical aspects had the maximum effect on customer satisfaction, which was
attributed to the cultural traits and lifestyle of Saudi society. Retail service providers need to recognize the
importance of service quality dimensions in order of their significance, and implement appropriate strategy for
competitive advantage over domestic and international players vying for share of an expanding consumer base.

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