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- W277385574 abstract "Service quality defined by the customer is an important element in satisfying customers and may determine retail survival. The SERVQUAL instrument measured desired and minimum expectations and perceptions of service quality in a small apparel specialty store. Factor analysis with varimax rotation resulted in three dimensions of service quality for both desired and minimum levels of expectations and perceptions: (a) Personal Attention, (b) Reliability, and (c) Tangibles. Regression analyses determined the relationship between overall service quality (OSQ) and various predictor variables. Based on gap scores between desired expectations and perceptions, the Personal Attention and Tangibles dimensions were significant in predicting OSQ. SERVQUAL is a managerial tool that small apparel retailers may use to improve service quality." @default.
- W277385574 created "2016-06-24" @default.
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- W277385574 date "1995-12-01" @default.
- W277385574 modified "2023-09-28" @default.
- W277385574 title "Service Quality and the Small Apparel Speciality Store : Perceptions of Female Consumers" @default.
- W277385574 hasPublicationYear "1995" @default.
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