In Colombia, 40% of the basic goods are purchased in hypermarkets. Notwithstanding they have quality certifications, customers keep on complaining day after day. This project was developed in order to determine the perception customers have with respect to the quality of the service received, with results that determine things such as the importance customers give to parking accessibility, shop assistant friendliness, products quality, prices, assortment, supermarket location and payment facilities. Based on clients’ perception and as a contribution to this topic development, a Customer service quality management model is proposed for these hypermarkets.