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Measuring gap in expected and perceived quality of ICT enabled customer services: a systematic study of top ten retailers of India

Measuring gap in expected and perceived quality of ICT enabled customer services: a systematic... The objective of this research paper is to explore the gap between customer expectations and customer perceptions towards the quality of ICT enabled customer services in smart retailing contexts. Researchers have used empirical research design with a sample of 843 customers of top ten retail stores based in major metropolitan cities in India. Results of the study reveals a significant gap between customer expectation and customer perception towards quality of ICT enabled customer services, and a positive impact of quality of these services on overall customer satisfaction and further, on customer loyalty. Researchers have also developed a technology driven model for customer services in retail stores based on customers' perceptions. Suggestions for reducing negative service quality gap in ICT enabled customer services provided by retailers have also been discussed. Study is limited to analysis of ICT enabled customer services in organised retail sector in urban Indian context. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Applied Systemic Studies Inderscience Publishers

Measuring gap in expected and perceived quality of ICT enabled customer services: a systematic study of top ten retailers of India

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Publisher
Inderscience Publishers
Copyright
Copyright © Inderscience Enterprises Ltd
ISSN
1751-0589
eISSN
1751-0597
DOI
10.1504/IJASS.2020.113260
Publisher site
See Article on Publisher Site

Abstract

The objective of this research paper is to explore the gap between customer expectations and customer perceptions towards the quality of ICT enabled customer services in smart retailing contexts. Researchers have used empirical research design with a sample of 843 customers of top ten retail stores based in major metropolitan cities in India. Results of the study reveals a significant gap between customer expectation and customer perception towards quality of ICT enabled customer services, and a positive impact of quality of these services on overall customer satisfaction and further, on customer loyalty. Researchers have also developed a technology driven model for customer services in retail stores based on customers' perceptions. Suggestions for reducing negative service quality gap in ICT enabled customer services provided by retailers have also been discussed. Study is limited to analysis of ICT enabled customer services in organised retail sector in urban Indian context.

Journal

International Journal of Applied Systemic StudiesInderscience Publishers

Published: Jan 1, 2020

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