The present study aims to investigate customer satisfaction in the organized retail outlets in Amritsar city of Punjab state, India. The primary research analyzed data from 200 customers who were habitual of shopping from organised retail outlets. A structured questionnaire was self designed on the basis of RSQS and suggestions received during pilot survey. The analysis of data has been carried out by using simple frequencies, percentages for simple frequencies, total scores, factor analysis and chi-square test. Results indicated that affordable price is the most encouraging aspect for the customers to visit organized retail outlets followed by flexible mode of payment, willingness to resolve query, variety of products and easily accessible layout. Outcome of chi square test states that customer satisfaction is significantly related to product characteristics, price factor, physical aspects, promotional schemes, and personal interaction. Factor analysis stated that the most important factor that influences customer’s satisfaction is customer delight and the least important is customer captivation. Other factors which are given due importance by the customers are trustworthiness, worthy Product and convenience shopping. This study would help organised retailers to understand the need, expectations of customers and also major factors which necessitate to be focused upon for developing loyalty and retaining existing customers.