In today’s dynamic retail environment, the customer experience has become a key driver impacting consumer purchasing decisions and store visitation. With increased competition and competition in even smaller cities like Pollachi, retailers are now more concentrated on customer engagement, otherwise known as the customer experience - this is how your most loyal customers will stay loyal customers. This paper aims to analyze the association of customer experience on store loyalty of retail customers in Pollachi. It is interested in examining whether and to what extent key dimensions of service quality, including in-store environment, staff behavior, product availability, pricing, convenience, and service quality overall affect the customer’s intention to revisit and recommend the store. The research adopted a quantitative approach e stunt being purely based on primary data that was collected using structured questionnaires from 200 retail customers of diverse store formats in Pollachi. The data were analyzed and the hypotheses were tested using statistical techniques i.e., Pearson’s correlation and multiple regression analysis.