Please use this identifier to cite or link to this item: http://repository.afs.edu.gr/handle/6000/431
Title: Using the SERVQUAL model to evaluate the quality of services for a farm school store
Authors: Handrinos, Michael
Folinas, Dimitrios
Rotsios, Konstantinos
Subjects LC: Customer services
Keywords: Quality of services
SME store
SERVQUAL
Farm school
Service provision improvement
Issue Date: 2015
Publisher: Wydawnictwo Naukowe Wydziału Zarządzania Uniwersytetu Warszawskiego
Faculty of Management University of Warsaw
Abstract: The main objective of this paper is to present and analyse the findings of research which aims to measure the services that a locally-based SME (Small-Medium Enterprise) campus store of a farm school provides to its customers. The examined start-up store is operated by the College students in the context of their entrepreneurship, business and marketing classes. After one year of operation students decided to evaluate the quality of the store’s services and measure the customers’ satisfaction by applying the well-known SERVQUAL model. The deployment of the model revealed at first the importance of the store know-how to measure services from the consumers’ perspective so as to better understand their needs. Secondly, the findings of the research highlighted ‘Security’, ‘Reliability’ and ‘Empathy’ as the most significant dimensions. The findings of this research can help small and medium enterprises to improve the services they provide to their customers by focusing on these three important dimensions.
Length: 13 pages
Type: Journal Article
Relation (Part Of): Journal of Marketing and Consumer Behaviour in Emerging Markets, vol. 1, issue 1
Publication Status: Published
URI: https://www.ceeol.com/search/article-detail?id=708888
http://repository.afs.edu.gr/handle/6000/431
Citation: Handrinos, M, Folinas, D, & Rotsios, K 2015, "Using the SERVQUAL model to evaluate the quality of services for a farm school store", Journal of Marketing and Consumer Behaviour in Emerging Markets, vol. 1, no.1, pp. 62-74.
Repository: DAPL
Restrictions: All rights reserved
Attribution-NonCommercial-NoDerivatives 4.0 International
Language: en_US
Appears in Collections:Journal Articles

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