ISSN:
0887-6045
Source:
Emerald Fulltext Archive Database 1994-2005
Topics:
Economics
Notes:
Examines the differences between consumers' expectations and perceptionsof service quality they received when shopping apparel specialty stores.Also takes into account consumer demographic characteristics. UtilizesSERVQUAL scale and methodology developed by Parasuraman et al., (1991).Calculates gap scores by subtracting the expectation scores from theperception scores. Using a factor analysis procedure, four determinantsof service quality emerged: (1) Personal Attention; (2) Reliability; (3)Tangibles; and (4) Convenience. Findings indicate greatest disparitybetween expectations and perceptions for the Personal Attention factor.Consumer demographic characteristics of race, marital status, and incomeprovided significant differences between expectations and perceptionsfor Reliability and Convenience. Also considers the importance ofservice as a patronage criterion for apparel specialty store consumers.Indicates that service ranked third in importance behind merchandiseassortment and price.
Type of Medium:
Electronic Resource
URL:
http://dx.doi.org/10.1108/08876049410053311
