IDEAS home Printed from https://ideas.repec.org/a/ids/ijbexc/v14y2018i4p486-498.html
   My bibliography  Save this article

Prioritising retail service quality determinants: a study in the context of India

Author

Listed:
  • Nirmalya Bandyopadhyay

Abstract

The study explores the service quality of Indian departmental stores to prioritise service quality determinants from the customers' perspective. The analytic hierarchy process (AHP) method is employed to achieve the objective of prioritisation of service quality determinants. At the dimension level, professionalism was found to be the most important factor, followed by physical aspects and policy. On the basis of composite priority, prompt service (0.113) was found to be the most important service attribute followed by fulfil promises (0.094), availability of merchandise (0.078) and timing of service (0.073). The approach adopted in the present study guides the marketer to understand the firm's competitive position vis-à-vis the competition.

Suggested Citation

  • Nirmalya Bandyopadhyay, 2018. "Prioritising retail service quality determinants: a study in the context of India," International Journal of Business Excellence, Inderscience Enterprises Ltd, vol. 14(4), pages 486-498.
    • Handle: RePEc:ids:ijbexc:v:14:y:2018:i:4:p:486-498
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=90314
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijbexc:v:14:y:2018:i:4:p:486-498. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=291 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.