Authors: Ms. Vineetha. V, Mr. Ritheshkumar A
Abstract: The optical retail industry in India has undergone significant changes in recent years, especially with the rise of omnichannel eyewear brands that combine the convenience of online shopping with the experience of physical stores. Lenskart is a leading example of this transformation, offering customers a seamless blend of digital and in-store services. This study focuses on understanding how customers perceive the quality of services provided at Lenskart’s R.S. Puram branch in Coimbatore. To evaluate service quality, the study uses the SERVQUAL model, which looks at five key dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Primary data were collected from 120 customers who visited the R.S. Puram branch through a structured questionnaire. In addition, secondary data were gathered from research articles, industry reports, and other reliable sources. The collected data were analysed using statistical tools such as simple percentage analysis, weighted average method, and chi-square test The findings show that customers are particularly satisfied with aspects related to assurance and empathy, indicating that staff behaviour, trust, and personal attention are strong points of the store. Overall, customer satisfaction at the R.S. Puram branch is found to be quite positive. Based on these insights, the study provides practical suggestions for further improving service quality and enhancing the overall customer experience at Lenskart in Coimbatore.
