Customer Service Experience and Satisfaction in Retail Stores

The objective of this paper are: (a) to test and validate customer experience quality scale (EXQ) in the Indian retail store context, (b) to see how dimensions of experience quality scale explain customer satisfaction in the Indian retail store context. In this study we have utilised 346 responses on which the analysis was done. Factor analysis and linear multiple regression were used to fulfill the objectives of this study. The result obtained from the multiple regression output reveals that all components of CEQ scale significantly influence customer satisfaction in Indian retail stores context.