European Journal of Service Management

The share of discount stores in the Polish retail trade, has had a strong trend upward for several years. Poles pay more and more attention to the quality of the services offered by the discount stores network. Hence the aim of the article is testing the quality of services in the selected network. The research was conducted in years 2015–2017 on the basis of the case study using Servqual method. The use of this method allowed to determine customer satisfaction in Netto discount stores chain as the difference between customer perception and expectations. The five criteria: tangibles, reliability, responsiveness, assurance, empathy were taken into account for estimating the quality of services. The conducted research allowed to state which of the mentioned areas is on a satisfactory quality level and which one is not, what weaknesses and strengths of the service offered by the studied discount stores chain are and what the relation between customer satisfaction and service quality is. The analysis of research results allows to state that retail chains should examine the quality level of their services systematically in order to be able to conduct expansive policy on Polish market regarding the growth of customer requirements.