Service Quality at Selected Fashion Retail Stores in the Greater Durban Area
This study aims to determine customers' expectations and perceptions of service quality in Selected Fashion Retail Stores (SFRS) in the Greater Durban Area. The key objective is to gauge the service excellence in the chosen retail fashion stores in the area. The investigation is explanatory, a...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
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aculté d'Economie et de Gestion, Université Ibn Tofail, Kénitra
2024-03-01
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| Series: | International Journal of Financial Studies, Economics and Management |
| Subjects: | |
| Online Access: | http://ijfsem.org/index.php/ijfsem/article/view/156 |
| _version_ | 1797257402162085888 |
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| author | Tshepo Tlapana Magalingam Atheeshey Pillay Ntombikayise Princess Magoso Cleopatra Moipone Matli |
| author_facet | Tshepo Tlapana Magalingam Atheeshey Pillay Ntombikayise Princess Magoso Cleopatra Moipone Matli |
| author_sort | Tshepo Tlapana |
| collection | DOAJ |
| description |
This study aims to determine customers' expectations and perceptions of service quality in Selected Fashion Retail Stores (SFRS) in the Greater Durban Area. The key objective is to gauge the service excellence in the chosen retail fashion stores in the area. The investigation is explanatory, and quantitative, and features a single cross-sectional measurement to evaluate the sway of service quality on client contentment. Through purposeful sampling, 400 participants were surveyed employing questionnaires to collect pertinent data. This inquiry indicates that fashion merchandise outlets can detect particular imperfections in their offering and work to rectify them. It seems that tangible factors such as Reliability, Responsiveness, Assurance, and Empathy are liable to be valid indicators of service character for customers. The research proposes that a SERVQUAL model is a beneficial tool for ascertaining service quality at SFRS in Durban as, based on the gap score analysis, customer approval of overall service quality is high and closely aligns with their expectations.
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| first_indexed | 2024-04-24T22:37:04Z |
| format | Article |
| id | doaj.art-998c14db63814fceaa235f9e6a36526b |
| institution | Directory Open Access Journal |
| issn | 2820-6967 |
| language | English |
| last_indexed | 2024-04-24T22:37:04Z |
| publishDate | 2024-03-01 |
| publisher | aculté d'Economie et de Gestion, Université Ibn Tofail, Kénitra |
| record_format | Article |
| series | International Journal of Financial Studies, Economics and Management |
| spelling | doaj.art-998c14db63814fceaa235f9e6a36526b2024-03-19T09:14:44Zengaculté d'Economie et de Gestion, Université Ibn Tofail, KénitraInternational Journal of Financial Studies, Economics and Management2820-69672024-03-0131Service Quality at Selected Fashion Retail Stores in the Greater Durban AreaTshepo Tlapana0Magalingam Atheeshey Pillay1Ntombikayise Princess Magoso2Cleopatra Moipone Matli3Walter Sisulu UniversityDurban University of TechnologyDurban University of TechnologyDurban University of Technology This study aims to determine customers' expectations and perceptions of service quality in Selected Fashion Retail Stores (SFRS) in the Greater Durban Area. The key objective is to gauge the service excellence in the chosen retail fashion stores in the area. The investigation is explanatory, and quantitative, and features a single cross-sectional measurement to evaluate the sway of service quality on client contentment. Through purposeful sampling, 400 participants were surveyed employing questionnaires to collect pertinent data. This inquiry indicates that fashion merchandise outlets can detect particular imperfections in their offering and work to rectify them. It seems that tangible factors such as Reliability, Responsiveness, Assurance, and Empathy are liable to be valid indicators of service character for customers. The research proposes that a SERVQUAL model is a beneficial tool for ascertaining service quality at SFRS in Durban as, based on the gap score analysis, customer approval of overall service quality is high and closely aligns with their expectations. http://ijfsem.org/index.php/ijfsem/article/view/156Fashion RetailersRetail IndustryService QualitySERVQUAL ModelSouth Africa |
| spellingShingle | Tshepo Tlapana Magalingam Atheeshey Pillay Ntombikayise Princess Magoso Cleopatra Moipone Matli Service Quality at Selected Fashion Retail Stores in the Greater Durban Area International Journal of Financial Studies, Economics and Management Fashion Retailers Retail Industry Service Quality SERVQUAL Model South Africa |
| title | Service Quality at Selected Fashion Retail Stores in the Greater Durban Area |
| title_full | Service Quality at Selected Fashion Retail Stores in the Greater Durban Area |
| title_fullStr | Service Quality at Selected Fashion Retail Stores in the Greater Durban Area |
| title_full_unstemmed | Service Quality at Selected Fashion Retail Stores in the Greater Durban Area |
| title_short | Service Quality at Selected Fashion Retail Stores in the Greater Durban Area |
| title_sort | service quality at selected fashion retail stores in the greater durban area |
| topic | Fashion Retailers Retail Industry Service Quality SERVQUAL Model South Africa |
| url | http://ijfsem.org/index.php/ijfsem/article/view/156 |
| work_keys_str_mv | AT tshepotlapana servicequalityatselectedfashionretailstoresinthegreaterdurbanarea AT magalingamatheesheypillay servicequalityatselectedfashionretailstoresinthegreaterdurbanarea AT ntombikayiseprincessmagoso servicequalityatselectedfashionretailstoresinthegreaterdurbanarea AT cleopatramoiponematli servicequalityatselectedfashionretailstoresinthegreaterdurbanarea |