The main purpose of this study was to determine the perception of service quality of organized retail stores and their satisfaction among 500 respondents from organized retail outlets selected from Haryana, and across these dimensions: Product aspects, Price aspect, Physical aspect, Promotional schemes, and Personnel Interaction and After Sales Services. The study also investigated differences between the dimensions of service quality of organized retail stores and demographic variables: age, gender and annul income, and the relationship between service quality of retail stores and the customer satisfaction as dependent variables. Statistical tools used were frequency counts, percentages, means, One-Way ANOVA and Pearson's. Analyses were done using the SPSS for Windows (Version 10.0) computer software and set at 0.05 level of significance. Across the sub-dimensions of service quality of organized retail stores, the respondents' level of perception and satisfaction in terms of Product aspects, Price aspect, Physical aspect, Promotional schemes, Personnel Interaction and After sales services was "good". There was a significant difference between the Price aspect and gender and age of the respondents. In terms of dimensions of service quality of organized retail outlets, significant differences were also noted between Physical aspects, Promotional schemes and Personnel interaction and After sales services, when respondents were grouped by age and annual income.

1. Bob E. Hayes (1998), Measuring Customer Satisfaction, Wisconsin: ASQ Quality Press, 2nd Ed. p. 34.
2. Brady, M.K. Cronin, J.J & Brand, R.R (2002) , “Performance-only measures of service quality: a replication and extension”, Journal Of Business Research, 55, pp. 17-31.
3. Ivan-Damir Anic, Sonja Radas (2006), “The Impact of Situational Factors on Purchasing Outcomes in the Croatian Hypermarket Retailer” Journal Of Business Research, vol. 59, pp. 34-58.
4. John B.Clark, Hojong Hwang (2000), “International comparative Analysis of Customer Satisfaction with Discount Stores”. Journal of Retailing, vol. 76, pp. 58-72.
5. Kotler, Philip (1998), Marketing Management-Analysis, Planning and Control, 6th ed. Englewood Cliffs, NJ: Prentice Hall, Inc. pp. 75-81.
6. Kotler, Philip. 2006, Marketing Management, Twelfth Edition, Pearson Education, Inc., Upper Saddle River, New Jersey, 07458. pp. 354-360.
7. Kerrie Bridson, Melissa Hickman (2003), “Loyalty Program Attributes And Their Influence On Retail Customer Satisfaction”, Journal of Service Marketing, Vol. 30, pp. 1-31.
8. Malhotra, N.K.; Ulgado, F.M.; Agarwal, J. and Baalbaki, I.B. (1994). “Dimensions of Service Quality between Developed and Developing Countries”, International Services Marketing, 11 (2), pp. 5-15.
9. Malik, Manju (2011), “Determinants of Retail Customer Satisfaction-A Study of Organized Retail Outlets in Kurukshetra” , Indian Journal of Marketing, Vol. 41, No. 4, pp. 56-64.
10. Nguyen Dang Duy Nhat (2007), “Determinants of Retail Service Quality- A Study of Supermarkets in Vietnam”, Science & Technology Development, Vol. 10, No.08, pp. 15-23.
11. Sivadas, Eugene and Jamie Baker-Prewitt (2000). “An examination of the relationship between service quality, customer satisfaction, and store loyalty”, International Journal of Retail & Distribution Management, 28 (2), pp. 73-82.
12. Tjiptono, Fandy (2005) , Service Marketing, Bayu Media Publishing, Malang. p. 108.
13. Triyono, Sigit ( 2006), Integrated Success of Retail Business, PT Elex Media Komputindo, Malang. pp. 45-47.