Question

By taking the example of a retail service business, explain how you will use the SERVQUAL framework to appraise the service quality of the business.

Answer 1

Retail products can be sold in stores, kiosks or mail or via the Internet. Retail business includes grocery stores, pharmacies, department stores and convenience stores. Service-related businesses such as salons and rental sites are also considered retail businesses.

Retailers can also buy products from brokers known as wholesalers or distributors. Wholesale trade integrates products around the world. Remodeled for easy marketing and distribution.

Examples of online retailers are Amazon, eBay, and Netflix. Although they grow fastest.

Retailers not only sell well, but also sell services. Restaurants, hotels and bars are all included in retail stores.

Many retailers combine different shipping methods. For example, Kroger offers both in-store and online delivery. Large stores regularly provide food services such as restaurants. These are examples of low cost and large consumer appeal economies.

Retailers make money by raising prices in excess of labor, equipment and distribution costs. Everyone in the supply chain does the same thing. Retailers can earn more money by bypassing wholesalers and buying directly from the factory. Some large retailers regularly produce good sellers. This is called vertical integration.

The five SERVQUAL dimension are RATER:

Responsiveness: willingness to help the customers and provide prompt services.

Assurance: knowledge nad courtesy of the employees and their way to convey trust and confidence.

Tangibles: Appearances of physical facilites, equipment, personnel and communication material.

Empathy: caring , individualized attention the firm provides it's customer's.

Reliability: Ability to perform the promised services dependably and accurately.

It is use for basically to access a company service quality. it stands on the perception of the customers.

To trake customers preferences and expectations over time.

To access internet service quality.

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