Journal of Applied Business, Economics and Strategic Management ISSN: 3139-1664 (Online)

Authors: Nikil Adithya G¹, A .Latha²

Abstract: This research project deals with An Empirical study on Service quality gap in EBO’s of Wildcraft India Pvt. Ltd. Understanding the buyers is the primary step in ensuring customer satisfaction, which then ensures customer retention and business profitability. Wildcraft India private limited is an outdoor gear manufacturing company, who supply backpacks, accessories, apparels to corporates and Institutions. This study tries to understand the gap with existing EBO’s and start new by setting standard avoiding customer dissatisfaction.

Keywords:Service Quality, Customer Expectation, Customer Perception, Organized Retail