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dc.contributor.advisorLolich, Lucianaen
dc.contributor.authorJaskulska, Justynaen
dc.date.accessioned2014-04-03T11:10:24Z
dc.date.available2014-04-03T11:10:24Z
dc.date.issued2013
dc.identifier.citationJaskulska, J. (2013). Quality of service and product as the main factors influencing customers' satisfaction in the clothing retailing industry in Ireland - case study of Zara Plc. Masters Thesis, Dublin Business School.en
dc.identifier.urihttp://hdl.handle.net/10788/1713
dc.description.abstractThis study intends to rank the dimensions and identify the best predictors of overall service and product quality and customer satisfaction resulting from both. To achieve this, a theoretical and empirical study was conducted. Different theories, concentrated on customer satisfaction, quality itself, as well as service and product, were reviewed to provide the background for the analysis. In order to have the statistic data for this research, a questionnaire based on SERVQUAL and Garvin’s eight dimensions of product quality was created and distributed using a snowball method. As a result, 100 respondents answered the questionnaire and the data obtained from them was transferred to SPSS 15.00. The last two parts of this research analyse the results of the questionnaires as well as provide some recommendations for management. Author keywords: Customer satisfaction, service quality, SERVQUAL, product quality, clothing retailing Industryen
dc.language.isoenen
dc.publisherDublin Business Schoolen
dc.rightsItems in Esource are protected by copyright. Previously published items are made available in accordance with the copyright policy of the publisher/copyright holder.en
dc.rights.urihttp://esource.dbs.ie/copyright
dc.subjectRetail tradeen
dc.subjectTotal quality managementen
dc.titleQuality of service and product as the main factors influencing customers' satisfaction in the clothing retailing industry in Ireland - case study of Zara Plcen
dc.typeThesisen
dc.rights.holderCopyright: The authoren
dc.type.degreenameMBA in Business Managementen
dc.type.degreelevelMBAen


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