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Title:
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Single and Multiple Expectations: Service Quality Retailing |
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Author:
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Jayakumar G.S., David Sam; Samad K., Abdus; K, Ravichandran |
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Abstract:
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This article attempts to codify the service quality dimensions
within the scope of the Organized Retailing Sector in India. It is a
known fact that organised retailing is making a strong impact in
many parts of India's growing economy. With rapid change and
expansion in the retail environment, it has become all the more necessary to identify and
streamline the different parameters. This research article takes up dimensions like Physical
Aspects, Reliability, Personal Interaction, Problem Solving and Policy which access the retail
service effective users of especially the food retailers. It attempts to study the Gaps in the
Service Quality and propose certain solutions for the same. Two models were proposed
mainly Single Expectation Model and Multiple Expectation Model and these models were
further used to study the GAPs in the Service Quality of Food Retailers. |
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URI:
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http://hdl.handle.net/10562/1469
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Date:
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2010-06-30 |