SERVQUAL in RETAILING : Theory and Practice

ISBN-13: 9783659264870 / Angielski / Miękka / 2012 / 324 str.

Swapna Bhargavi Gantasala; Prabhakar Venugopal Gantasala; Krishna Naik Chanda Naik Gari

Opis

SERVQUAL has interested many a researcher as a critical element of customer perceptions. Service Quality is a dominant element in customer evaluations even when services are offered in combination with a physical product. Service Quality and Service Performance are best judged on Customer Satisfaction as an important outcome. Research has revealed that Service Quality has grown in importance for companies that want to be competitive and wish to be distinguished amongst competitors. The researchers base this empirical research on the model presented by Parasuraman, Velarie Zeithaml, and Leonard Berry. Five SERVQUAL dimensions have been considered for the study to be influencing Customer Satisfaction and Repurchase Intentions. Also considered for this study is the influence of Product quality and Price factors along with Customers perceptions on various factors influencing retail business. Of utmost interest to the researchers was to test this model in the retail scenario. Three different formats of stores were selected and the study was carried out for testing different hypothesis that presumed relationship between various SERVQUAL dimensions and Customer Satisfaction.

O autorze

Gantasala, Swapna BhargaviDr. Swapna Bhargavi G. specializes in Marketing Management with contributions in research spanning Retailing, Services Marketing and Consumer Behavior. She has to her credit published in a number of International Journals and presented her research in numerous International Conferences. Her experience in academics and the industry spans 7 years.