Atıf Sayısı
5
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75
İndirme
27
This study was done on the customers of a supermarket in Duzce city. The research aims at measuring the quality of the services in supermarkets making use of the customers’ perceptions and expectations. SERVQUAL quality model was used in order to measure the quality of service. The data derived from the questionnaire were evaluated in SPSS 10.0. As a consequence of the FACTOR analysis, five dimensions were determined. These dimensions are: “personel’s dialogue with the customers”, “retailing policies”, “facilities for the customers”, “physical elements” and “solving the problems”. As a consequence of the MANOVA analysis, it was seen that some services are perceived differently depending on the demographic features of the customers.
Alan : Eğitim Bilimleri; Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Uluslararası
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