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.
| Identifer | oai:union.ndltd.org:unt.edu/info:ark/67531/metadc278014 |
| Date | 12 1900 |
| Creators | Knight, Delores Kay |
| Contributors | Forney, Judith Anne Cardona, 1949-, Johnson, Joe Lynn, Kim, Youn-Kyung |
| Publisher | University of North Texas |
| Source Sets | University of North Texas |
| Language | English |
| Detected Language | English |
| Type | Thesis or Dissertation |
| Format | vii, 84 leaves : ill., Text |
| Rights | Public, Copyright, Copyright is held by the author, unless otherwise noted. All rights reserved., Knight, Delores Kay |
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