Using the SERVQUAL model to evaluate the quality of services for a farm school store: how reliability and responsibility can improve the provision of service

Michael Handrinos, Dimitrios Folinas, Konstantinos Rotsios

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

The main objective of this paper is to present and analyse the findings of α research which aims to measure the services that α locally-based SME (Small-Medium Enterprise) campus store of α 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 quali'ty 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 for α store know-how to measure services fron1 the consumers' perspective so as to better understand their needs. Secondly, the findings of the research highlighted the 'Security', 'Reliability' and Έn1pathy' as the n'lost 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 two important dίmensions.
Original languageEnglish
Title of host publication2nd International Conference on Contemporary Marketing Issues (ICCMI), A.T.E.I. of Thessaloniki
Pages688-695
Number of pages7
Publication statusPublished - 18 Jun 2014

Keywords

  • Quality of services
  • SME store
  • SERVQUAL
  • American Farm School
  • Service provision improvement

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