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International Journal for Research in Business, Management and AccountingISSN : 24556114Service Quality in Retail a Literature Review Dr. Anil K. Bhatt, Divya Sahil Bhanawat.Abstract This paper is.

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The five service quality dimensions are tangibility, reliability, responsiveness, assurance, and empathy.

Dimensions of service quality DimensionExampleResponsivenessThe speed of helping customer online or by telephoneAssuranceThe excellent reputation and high levels of trust based on previous experiences with the companyEmpathyEmployees' high emphasis on customer requests to achieve higher satisfaction2 more rows

On the basis of these empirical findings, we consolidated the criteria customers use to evaluate service quality into five dimensions: tangibles, reliability, responsiveness, assurance, and empathy.

6 ways to measure service quality SERVQUAL. SERVQUAL is a holistic metric based on five core areas of customer service: ... Post-visit ratings. Post-service ratings are useful in getting immediate feedback from guests. ... Follow-up surveys. ... Customer Satisfaction Score (CSAT) ... Net Promoter Score (NPS) ... Customer effort score (CES)

Parasuraman, Berry, and Zeithaml (1985) have introduced five specific dimensions of service quality which apply regardless of the service industry viz. assurance, responsiveness, tangibles, empathy and reliability.

3.1. The idea of SERVPERF is used, and the process of service quality evaluation is viewed as the process of determining service satisfaction. Therefore, the customer experience described in online reviews is adopted to build the service quality dimensions of the customers' perceived service quality.

The five dimensions identified to measure service quality are tangibles, reliability, responsiveness, assurance and empathy.

The process of managing the quality of services delivered to a customer ing to his expectations is called Service Quality Management. It basically assesses how well a service has been given, so as to improve its quality in the future, identify problems and correct them to increase customer satisfaction.

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© Copyright 1997-2025
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Form Packages
Adoption
Bankruptcy
Contractors
Divorce
Home Sales
Employment
Identity Theft
Incorporation
Landlord Tenant
Living Trust
Name Change
Personal Planning
Small Business
Wills & Estates
Packages A-Z
Form Categories
Affidavits
Bankruptcy
Bill of Sale
Corporate - LLC
Divorce
Employment
Identity Theft
Internet Technology
Landlord Tenant
Living Wills
Name Change
Power of Attorney
Real Estate
Small Estates
Wills
All Forms
Forms A-Z
Form Library
Customer Service
Terms of Service
Content Takedown Policy
About Us
Blog
Affiliates
Contact Us
Privacy Notice
Delete My Account
Site Map
Industries
Forms in Spanish
Localized Forms
State-specific Forms
Forms Kit
Legal Guides
Real Estate Handbook
All Guides
Prepared for You
Notarize
Incorporation services
Our Customers
For Consumers
For Small Business
For Attorneys
Our Sites
US Legal Forms
USLegal
FormsPass
pdfFiller
signNow
airSlate workflows
DocHub
Instapage
Social Media
Call us now toll free:
+1 833 426 79 33
As seen in:
  • USA Today logo picture
  • CBC News logo picture
  • LA Times logo picture
  • The Washington Post logo picture
  • AP logo picture
  • Forbes logo picture
© Copyright 1997-2025
airSlate Legal Forms, Inc.
3720 Flowood Dr, Flowood, Mississippi 39232