Service Quality Towards Retail Stores on Expected and Perceived Service Quality

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

Customer Perception towards Service Quality in Retail Banking

The present study has aimed to know the perception of customers towards services rendered by banks in major cities of Tamil Nadu. Descriptive study method has adopted and convenience sampling technique was followed. On that basis, a sample size of 560 customers of different public and private sector banks was selected for this purpose from the major cities of Tamil Nadu state namely, Chennai, M...

The Effect of Perceived Service Quality, Perceived Sacrifice and Perceived Service Outcome on Online Customer Loyalty

Customer loyalty is a key driver of financial performance in service organizations. We investigate whether or not online customer loyalty can be increased through enhancing the perceived service quality, reducing perceived sacrifice and improving the perceived service outcome in the online service context with the possible availability of live help service technology. We also investigate the mo...

reviewing and analyzing the impacts of perceived justice on customers’ behavioral intentions and perceived service quality

current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).statistical sample comprises 120 customers of iran insurance company in shiraz holding automobile insurance and have record of visiting the c...

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 ...