MEASURING GROCERY STORES SERVICE QUALITY IN INDONESIA: A RETAIL SERVICE QUALITY SCALE APPROACH

Retail Service Quality and Service Recovery Quality: A Comparison Between Small and Large Retail Stores

Physical Distribution Service Quality through Iranian Convenience Stores Retailers Perspectives: a Mixed Method Approach

Due to the importance of Physical Distribution Service Quality (PDSQ) in logisticsystems, the purpose of this paper is to design a practical scale for measuring theconstruct through the perspectives of Iranian convenience store retailers. A mixedmethodapproach was employed for the study; in- depth interviews were first carriedout with 16 Iranian experienced retailers who actively had worked in ...

measuring customer perceived service quality with market sense making approach

considering the increasing awareness and expectations of our customers in today's competitive dynamic market, enterprises must improve their level of understanding and knowledge of their market and take steps toward a deeper identification of customer needs. indeed, such organizations need to improve their sense making capabilities. companies that have high sense making capability can bett...

A Quality Function Deployment Based Approach in Service Quality Analysis to Improve Customer Satisfaction

In metropolitan development management, quality of public services is influential in every public sector to satisfaction of citizens on quality of services. Nowadays, satisfaction are with such important matters that should be considered in the planning, implementation, management and maintenance of many public services such as subway, transportation, traffics, parks, markets and so on. Th...

Measuring supermarket service quality: proposal for a scale

The success of the retail industry and especially that of supermarkets is largely determined by the services they offer. Even though service quality scales have been developed in different sectors, because of the unique characteristics of supermarkets, it seems convenient to create a specific scale for them. The results of this study indicate that supermarket service quality is a multidimension...