An Empirical Study on the Evaluation Model of Service Quality of Outlets

Author

Li Min ; Zhang Ying-Li ; Du Zai-xian ; Tang Xiao-zhong

Author_Institution

Fashion Design & Eng. Dept., Donghua Univ., Shanghai, China

fYear

2010

fDate

20-22 Aug. 2010

Firstpage

1

Lastpage

5

Abstract

Based on Dabholkar´s service quality model about retailing, evaluation model of outlets´ service quality was established. Using Structural Equation Model (SEM), after data processing by data analysis software SPSS13.0 and model analysis software AMOS7.0, the rationality and applicability of the model was good to further analyzed. The model of Physical Aspects, Reliability, Personal Interaction, Problem Solving, Policy, which are five dimensions in the model affecting service quality, had been proved. Ultimately, corresponding marketing advices were put forward for outlets to develop their service quality. It is meaningful for outlets in China to improve their operating level.

Keywords

customer services; retail data processing; Dabholkar service quality model; SEM; data analysis software SPSS13.0; marketing; model analysis software AMOS7.0; personal interaction; retail outlet service quality; retailing data processing; structural equation model; Analytical models; Biological system modeling; Data models; Equations; Mathematical model; Numerical analysis; Reliability;

fLanguage

English

Publisher

ieee

Conference_Titel

Internet Technology and Applications, 2010 International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-5142-5

Electronic_ISBN

978-1-4244-5143-2

Type

conf

DOI

10.1109/ITAPP.2010.5566580

Filename

5566580