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International Journal of Creative and Open Research in Engineering and Management

A Peer-Reviewed, Open-Access International Journal Supporting Multidisciplinary Research, Digital Publishing Standards, DOI Registration, and Academic Indexing.
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ISSN: 3108-1754 (Online)
Crossref DOI: Available
ISO Certification: 9001:2015
Publication Fee: 599/- INR
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License: CC BY 4.0
Peer Review: Double Blind
Volume 02, Issue 04

Published on: April 2026

“A STUDY ON CUSTOMER SATISFACTION TOWARDS SALES SERVICE QUALITY WITH REFERENCE TO DMART”

Shreya Ganesh Nagpure

Prof. Akshay Yeotikar

Department of Master Of Business Administration

Zeal Institute of Management and Computer Application Narhe Pune
DOI:https://doi.org/10.55041/ijcope.v2i4.757

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Plagiarism Passed Peer Reviewed Open Access

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Abstract

Customer satisfaction is a key factor in the success of a retail business. This study is an attempt to analyze the customer satisfaction towards sales service quality with reference to DMart. The study looks at important things like staff attitude, billing efficiency, product availability and store atmosphere. Data was collected through primary source using structured questionnaire from 100 respondents. The research design of the study is descriptive and it uses simple statistical methods such as percentage analysis. The findings show that customers are satisfied with the price and store cleanliness but there is a need to improve the billing process and staff responsiveness. The study finds that better service quality can significantly raise customer satisfaction and loyalty.

Keywords:-


Customer Satisfaction, Service Quality, Retail Sector, DMart, Sales Service, Consumer Behavior

How to Cite this Paper

Nagpure, S. G. (2026). “A STUDY ON CUSTOMER SATISFACTION TOWARDS SALES SERVICE QUALITY WITH REFERENCE TO DMART”. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(04). https://doi.org/10.55041/ijcope.v2i4.757

Nagpure, Shreya. "“A STUDY ON CUSTOMER SATISFACTION TOWARDS SALES SERVICE QUALITY WITH REFERENCE TO DMART”." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 04, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i4.757.

Nagpure, Shreya. "“A STUDY ON CUSTOMER SATISFACTION TOWARDS SALES SERVICE QUALITY WITH REFERENCE TO DMART”." International Journal of Creative and Open Research in Engineering and Management 02, no. 04 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i4.757.

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References


  1. Book References



  • Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson

  • Kothari, C. R. (2014). Research methodology: Methods and techniques. New Age International Publishers.

  • Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. McGraw-Hill Education.



  1. Journal Articles



  • Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service Journal of Retailing,

  • Cronin, J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing,

  • Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A measure of service quality for retail Journal of the Academy of Marketing Science, 24(1), 3–16.



  1. Website References




  1. Report References



  • Avenue Supermarts (2023). Annual report 2022–23. Avenue Supermarts Ltd. https://www.dmartindia.com

  • Ministry of Corporate (2022). Corporate social responsibility report. Government of India.



  1. Newspaper Article References



  • Sharma, (2023, June 15). Growth of retail sector in India. The Times of India.

Ethical Compliance & Review Process

  • •All submissions are screened under plagiarism detection.
  • •Review follows editorial policy.
  • •Authors retain copyright.
  • •Peer Review Type: Double-Blind Peer Review
  • •Published on: Apr 27 2026
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