Quality in retail industries and customer satisfaction: An example technology market in Eskişehir

The number of retail shops are increasing day by day paralel with the increasing competition in the market and depending on this fact the importance of customer satisfaction becomes a aleading issue. The most effective way leading to the customer satisfaction is through providing high quality service. While the quality of product can be identified and measured by organizations , it is harder to measure the quality of services.The quality must be measurable in order to interprete and evaluate the results of studies which are considered as the key points which takes you one step ahead of others in a competitive market.In this study the service quality judgements of customers in the retail shops are attempted to be measured. DTR Model is used in this study to measure the service quality of the retailer. This study is carried out in a branch office of an international electronic retail shop in Eskişehir. The result of this study shows how the service provided by the company is percieved by the customers and this study will guide the company to make necessarychanges in their policies and implications in an increasingly competitive market conditions.