Service Quality and Its Impact on Customer Satisfaction: A Study of Select Supermarkets in Mysuru City

This study examined the service quality provided by select supermarkets in Mysuru city and its impact on customer satisfaction, based on primary data collected from 400 respondents. The findings show that customers hold a strongly favourable view of core service dimensions such as cleanliness, product availability, store layout, and billing efficiency, while parking facilities, staff courtesy, complaint handling, and promotional attractiveness represent areas with scope for improvement. Statistical testing using the Chi-square test, mean score analysis, and the one-sample t-test consistently confirms that service quality has a significant and positive relationship with customer satisfaction, supporting the study's alternative hypothesis. In an increasingly competitive retail environment, supermarkets in Mysuru city that invest in staff training, complaint management, promotional strategy, and customer-facing infrastructure such as parking are likely to strengthen customer satisfaction and long-term loyalty. The study contributes to the retail management literature by providing empirical, city-specific evidence on the service quality–satisfaction relationship and offers practical, actionable suggestions for supermarket managers.

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