개인구독
소속 기관이 없으신 경우, 개인 정기구독을 하시면 저렴하게
논문을 무제한 열람 이용할 수 있어요.
지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
초록· 키워드
오류제보하기
Purpose - This research strives to analyze and investigate customers’ perception of the dimensions of service quality at retails in Makassar Municipality of Indonesia Country. This research tries to present its results empirically, which might be helpful to prepare a strategy to improve the service quality at retail companies. Research design, data, and methodology - The research uses Parasuraman’s in 1985 unmodified SERVQUAL approach. This research is conducted using a questionnaire by purposive random sampling with 150 housewives customers who are met while they are shopping. The object of the study included several retail companies such as Alfa Mart, Alfa Midi, and Indomart operating in Makassar, Indonesia, which has been serving in 2017. Analysis was conducted by quantitative descriptive analysis, measurement of variable dimensions on the questionnaire using a Likert scale, and using cartecius graph and quadrant graphs to determine the gap size of each variable. Result – This research finds that the tangible and empathy dimensions such as product layout and lighting condition should be prioritized, and the empathy dimension whose gap value is too prominent such us peak load time condition and problem-solving adjustment. Conclusion - The second priority is responsiveness dimensions, and the last priority is reliability and assurance dimensions.
목차
등록된 정보가 없습니다.
참고문헌 (33)
참고문헌 신청
Aditya, H. P. / 2012 / Analisis Pengaruh Harga, Data Demografi, Promosi terhadap Kecenderungan Pembelian Impulsif Dan Pengaruhnya Terhadap Budaya Konsumerisme Relatif Pada Konsumen KFC Kota Makassar
Armstrong, G. / 2014 / Principles of marketing / Pearson Australia
Bangkapos / Disperindag Temukan Produk Hampir Kadaluarsa dan Tidak Ada Label Harga di Ritel Modern - Bangka Pos
Cengiz, H. / 2017 / Comparing alternative service quality scales : An investigation using confirmatory factor analysis in a health care setting / Services Marketing Quarterly 38(1):15~22
De Oliveira, O. J. / 2009 / Adaptation and application of the SERVQUAL scale in higher education / Proceedings of POMS 20th Annual Conference Orlando
Armstrong, G. / 2014 / Principles of marketing / Pearson Australia
Bangkapos / Disperindag Temukan Produk Hampir Kadaluarsa dan Tidak Ada Label Harga di Ritel Modern - Bangka Pos
Cengiz, H. / 2017 / Comparing alternative service quality scales : An investigation using confirmatory factor analysis in a health care setting / Services Marketing Quarterly 38(1):15~22
De Oliveira, O. J. / 2009 / Adaptation and application of the SERVQUAL scale in higher education / Proceedings of POMS 20th Annual Conference Orlando
함께 읽어보면 좋을 논문
논문 유사도에 따라 DBpia 가 추천하는 논문입니다. 함께 보면 좋을 연관 논문을 확인해보세요!
-
International Comparison between Korea and Other Countries, in Terms of Retail Regulations
유통과학연구
2017 .01
-
헬스케어 서비스 리뷰를 활용한 서비스 품질 차원 별 중요 단어 파악 방안
지식경영연구
2018 .01
-
정부의 전통시장 지원 정책 효과에 대한 실증연구
유통과학연구
2015 .01
-
Digital Distribution in Preparation for the 4th Industrial Revolution: Focused on the Beauty Industry
산경연구논집
2023 .02
-
How Does the Time Variation of Customer Satisfaction Affect Korean Retail Firms’ Performance?
유통과학연구
2018 .01
-
Sustainability of Traditional Retail in an Emerging Market: A Conceptual Framework Applied to a Vietnamese Wet Market
ASIA MARKETING JOURNAL
2023 .01
-
서비스 로봇의 SERVQUAL의 역할: 인천공항 이용객의 특성을 중심으로
MICE관광연구
2024 .08
-
The Linkage between Emotional Labor and Stress Effects on Retail Sales Workers
유통과학연구
2021 .10
-
로봇 레스토랑의 SERVQUAL이 구전 의도에 미치는 영향 연구: 인구통계학적 특성에 따른 차이 분석을 중심으로
Culinary Science & Hospitality Research
2022 .01
-
An Exploratory Study on Indonesian Distribution Industry and Overseas Expansion Strategy -Focus on Korean Companies in Indonesia-
유통경영학회지
2015 .04
-
몽골 백화점의 소매 서비스품질이 고객만족과 재구매의도에 미치는 영향 - RSQS를 이용한 인구통계특성 측정 -
몽골학
2015 .01
-
서비스전략과 SERVQUAL 품질차원
마케팅연구
2015 .11
-
Retail functions and skills of venture merchants: A case study of Lunuganga
유통과학연구
2021 .01
-
서비스 유통 관점에서 아동복지기관 서비스질의 전달에 대한 인식과 이용자만족도에 미치는 영향
유통과학연구
2015 .01
-
대형유통매장의 서비스품질과 고객신뢰 및 지속사용의도 간의 영향 관계 연구5) -성별과 연령의 조절효과를 중심으로-
물류학회지
2021 .10
-
Conceptual Framework of Reverse Retail Internationalization: From the Perspective of Retail Innovation and Retail Format
유통과학연구
2016 .01
-
Can't See the Trees for the Forest? Why IS-ServQual Items Matter
Asia pacific journal of information systems
2015 .01
-
The Effect of Product Quality and SERVQUAL on Customer Satisfaction and Customer Loyalty
전문경영인연구
2018 .01
-
Micro Analysis of Gender Effect on Service Quality Determinants and Customer Satisfaction in Banking Sector: A Study of Banks in Saudi Arabia
Asia pacific journal of business review
2019 .01
-
환경친화적 유통공간의 소비효용이 재방문의도에 미치는 영향
유통과학연구
2018 .01
이 논문의 저자 정보
최근 본 자료
댓글(0)
0