Title :
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
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;
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
DOI :
10.1109/ITAPP.2010.5566580
