publication . Other literature type . 2017

SERVICE QUALITY DIMENSIONS AS PREDICTORS OF PERCEIVED SERVICE QUALITY IN RETAIL ENVIRONMENT

Jelčić, Sandra;
Open Access English
  • Published: 01 Jan 2017 Journal: DIEM : Dubrovnik International Economic Meeting, volume 3, issue 1 (issn: 1849-3645, eissn: 1849-5206, Copyright policy)
  • Publisher: University of Dubrovnik
Abstract
The purpose of this paper is to determine service quality dimensions as predictors of perceived service quality in retail environment. Recent studies emphasised the multidimensional nature of service quality and multidimensional service quality measurement models. Literature reveals that SERVQUAL (Parasuraman et al. 1988) and RSQS (Dabholkar et al. 1996) are the most common instruments used to measure service quality in retail. Considering different market environments neither SERVQUAL nor RSQS should be solely applied to different service environments and in different cultures assuming that customers behave in the same way. Research should focus on discovering ...
Subjects
free text keywords: dimensions of service quality; retail; hypermarkets

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