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Hiss eller diss till frontpersonalens service?: En kvantitativ studie om den unga kundens upplevelse av servicekvalitet i fast fashion-butiker
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
Linnaeus University, School of Business and Economics, Department of Marketing.
2016 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Sales advisor service - Hot or not? : A quantitative study about the young customer’s experience of service quality in fast fashion-stores (English)
Abstract [sv]

Studien syftar till att klargöra och undersöka attribut som kan ha relevant betydelse för den unga kundens kvalitetsupplevelse av den personliga servicen i fast fashion-butiker. Denna studie baseras på kvantitativ metod med en deduktiv ansats. Hypoteser har formats som en metod att testa det teoretiska ramverket. Hypoteserna testas genom en webbenkät, som besvaras av 210 respondenter. Studien visar att det inte finns en korrelation mellan det initiala mötet med personalen och den upplevda servicekvaliten för den unga kunden i fast fashion-butiker. Tjänstvillighet och kunskap har dock båda signifikant korrelation med den upplevda servicekvaliteten för den unga kunden i fast fashion-butiker.

Place, publisher, year, edition, pages
2016. , 48 p.
Keyword [en]
Service management, service quality, fast fashion, generation Y, generation Z, SERVQUAL
Keyword [sv]
Service management, servicekvalitet, fast fashion, generation Y, generation Z, SERVQUAL.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:lnu:diva-53673OAI: oai:DiVA.org:lnu-53673DiVA: diva2:938606
Subject / course
Business Administration - Marketing
Educational program
Retail and Service Management Programme, 180 credits
Supervisors
Examiners
Available from: 2016-06-17 Created: 2016-06-16 Last updated: 2016-06-17Bibliographically approved

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Nerman, LinnéaOlaisson, GabriellaPaulsson, Jessica
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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf