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Service Quality and the Small Apparel Speciality Store : Perceptions of Female Consumers

Service quality defined by the customer is an important element in satisfying customers and may determine retail survival. The SERVQUAL instrument measured desired and minimum expectations and perceptions of service quality in a small apparel specialty store. Factor analysis with varimax rotation resulted in three dimensions of service quality for both desired and minimum levels of expectations and perceptions: (a) Personal Attention, (b) Reliability, and (c) Tangibles. Regression analyses determined the relationship between overall service quality (OSQ) and various predictor variables. Based on gap scores between desired expectations and perceptions, the Personal Attention and Tangibles dimensions were significant in predicting OSQ. SERVQUAL is a managerial tool that small apparel retailers may use to improve service quality.

Identiferoai:union.ndltd.org:unt.edu/info:ark/67531/metadc278014
Date12 1900
CreatorsKnight, Delores Kay
ContributorsForney, Judith Anne Cardona, 1949-, Johnson, Joe Lynn, Kim, Youn-Kyung
PublisherUniversity of North Texas
Source SetsUniversity of North Texas
LanguageEnglish
Detected LanguageEnglish
TypeThesis or Dissertation
Formatvii, 84 leaves : ill., Text
RightsPublic, Copyright, Copyright is held by the author, unless otherwise noted. All rights reserved., Knight, Delores Kay

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