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Servqual in retailing

Name: Servqual in retailing
Brand: LAP Lambert Academic Publishing
SKU: 06943948
Price: 309.89 EUR
Availability: InStock
Author: Swapna Bhargavi Gantasala
ISBN: 9783659264870

Theory and Practice

Swapna Bhargavi Gantasala

Prabhakar Venugopal Gantasala

Krishna Naik Chanda Naik Gari

Idioma

Inglés

Libro Tapa blanda

Código Libristo: 06943948

Editores LAP Lambert Academic Publishing, noviembre 2011

SERVQUAL has interested many a researcher as a critical element of customer perceptions. Service Qua... Descripción completa

Código Libristo: 06943948

758 b

309.89 €

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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.