Corpus ID: 5566078

Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing

@inproceedings{Krishna2010ServiceQ,
  title={Service Quality (Servqual) and its Effect on Customer Satisfaction in Retailing},
  author={Sri Krishna and Swapna Bhargavi Gantasala and Gantasala V. Prabhakar},
  year={2010}
}
Service Quality within retail units is pivotal for satisfying customers, retaining them and creating loyalty amongst customers. This research uses SERVQUAL to analyze the gap between perceptions and expectations of the customer, concerning with the service at retail units in the South Indian state of Andhra Pradesh. Customer Satisfaction level is assessed for the services offered at select retail units in the city of Hyderabad. Five dimensions in service quality (servqual), tangibility… Expand

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