To read this content please select one of the options below:

Comparative analysis of service quality of Big Bazaar and Spencer's: a fuzzy approach

Hanumantha Rao Sama (Vignan’s Foundation for Science, Technology and Research, Guntur, India)
Sanjay Gupta (Commerce and Management, Sri Aurobindo College of Commerce and Management, Ludhiana, India)
Manoj Mathew (Shri Shankaracharya Institute of Professional Management and Technology, Raipur, India)
Swati Gupta (Commerce and Management, Sri Aurobindo College of Commerce and Management, Ludhiana, India)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 16 February 2021

Issue publication date: 1 November 2021

234

Abstract

Purpose

The main objective of this study is to compare the service quality of two retail chains of hypermarkets, namely, Big Bazaar and Spencer's, using the trapezoidal fuzzy approach.

Design/methodology/approach

Customers from Big Bazaar and Spencer's of Andhra Pradesh, India, have been surveyed through a well-designed questionnaire. The study attempts to compare the service quality of two major retail giants (Spencer's and Big Bazaar) in Andhra Pradesh by using the trapezoidal fuzzy approach to prioritize the attributes of service quality of retail outlets.

Findings

The result of the study indicates that the expectations of Big Bazar customers are higher as compared to Spencer's. Further, the study reveals – that Spencer's need to improve in the dimension of tangibility while Big Bazar needs to focus more on responsiveness.

Research limitations/implications

As the data taken for the study are primary in nature, chances of bias may arise on the part of respondents, which may affect the validity of results. Further, the study is confined to two retail stores in Andhra Pradesh, India only, which may not reflect the broader picture.

Practical implications

Retailers may provide more importance to two major service quality dimensions, i.e. tangibility and responsiveness while preparing for their service and marketing strategies.

Originality/value

As the study relates to the comparative analysis of service quality of Big Bazar and Spencer's, the findings will be of additional value to these specific retailers. Therefore, it is expected that this study will fill the gap in the literature by prioritizing the expectations and perceptions of customers of Big Bazar and Spencer's.

Keywords

Citation

Sama, H.R., Gupta, S., Mathew, M. and Gupta, S. (2021), "Comparative analysis of service quality of Big Bazaar and Spencer's: a fuzzy approach", International Journal of Quality & Reliability Management, Vol. 38 No. 10, pp. 1993-2006. https://doi.org/10.1108/IJQRM-05-2020-0181

Publisher

:

Emerald Publishing Limited

Copyright © 2021, Emerald Publishing Limited

Related articles