Abstract:
Purpose –The main objective of the paper is to compare the service quality of Indian and Taiwanese
organised grocery stores. It proposes to compare the relative importance of various quality
dimensions of Indian and Taiwanese customers. The study also intent to study the effect of
demographic variables such as age and sex on perceptions of service quality of customers.
Design/methodology/approach – In our research, we have followed descriptive research design.
Survey method using a questionnaire has been used to collect primary data about customer’s current
perceptions regarding service quality.
Findings –The paper provides a valuable insight on the perceptions of Indian and Taiwanese
customers regarding the service quality of grocery stores in their respective countries which can be
effectively analysed and implemented by the Indian retailers to improve the quality of their services.
Research limitations/implications – One of the crucial limitations of this study is that the sample is
unrepresentative as the rural areas of both the countries have not been covered. The study fails to
conduct probabilistic sampling. Thus, in future such cross national studies must be undertaken with a
more representative sample.
Originality/value – This study provides an useful lesson to learn from the experiences of Taiwanese
grocery retail market.
