Model of evaluation of quality of service applied to clothing retail

Abstract:

A Quality of Service Evaluation Model applied to Retail was determined, specifically to clothing stores in Guayaquil shopping centers. A quantitative inquiry was applied with a structured questionnaire to 384 people. According to the data obtained, it was possible to identify 4 general factors, among them Attention with a 40% weight, Empathy with 25%, Infrastructure 18% and Support Services with a 17% weighted weight over the total. This tool is the first one for the evaluation of quality of service applied to the Clothing Retail sector, serving for those who want to measure the quality of service.

Año de publicación:

2017

Keywords:

• Clothing stores
• Service quality evaluation
• leisure
• Service quality
• Retail
• Mall
• SERVICE

Fuente:

scopus