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Alhammadi, Hamad (2023) Investigating Customers' Perception Towards the Service Quality in the UAE's Semi-Government Retail Sector. DBA thesis, University of Gloucestershire. doi:10.46289/8N3G9A3U
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14930 Alhammadi, Hamad (2023) Investigating customers' perceptions towards the service quality in the UAE's semi-government retail sector.pdf - Accepted Version Available under License All Rights Reserved. Download (6MB) | Preview |
Abstract
Customer perception of service quality is crucial to observe and valuable for organizations. The study aims to explore customer perception of service quality in the competitive market of the UAE, where all retail suppliers provide a similar product range and quality to their customers. This study examined the service quality of the semi-government retail sector as perceived by their experienced customers. This study assessed the service quality by recording the customers’ responses on the multiple themes and sub-themes analyzed through the literature. The study recorded the customers’ experience in 2 phases of interviews- semi-structured interviews and a focus group discussion through pre-designed questionnaires with the assistance of previous research. The themes used for investigation are: Performance divided in the sub-themes of functional, technical and technological performance attributes; Perceived Service quality; Expected Service Quality; Perceived Service Gap; and customers’ satisfaction with the interconnections of post-purchase behaviour of Brand Loyalty; Repurchase Intentions; and a positive Word of Mouth. Thematic analysis is used to analyse the service quality through the emergent data collected from the semi-government retail stores of the UAE. The investigation revealed that customers in the retail sector place higher value on the performance attributes associated with selected stores. These attributes encompass physical, social, technical, and interactive features of the stores' services, influencing their perceived service quality. This analysis helps identify gaps that can be addressed by the management of semi-government stores in the UAE to enhance customer satisfaction.
| Item Type: | Thesis (DBA) | |||||||||
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| Uncontrolled Keywords: | Retail sector; Customer perception; Service quality | |||||||||
| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business > HF5428 Retail Trade |
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| Divisions: | Schools and Research Institutes > School of Business, Computing and Social Sciences | |||||||||
| Depositing User: | Anna Kerr | |||||||||
| Date Deposited: | 03 Apr 2025 15:38 | |||||||||
| Last Modified: | 03 Apr 2025 15:38 | |||||||||
| URI: | https://eprints.glos.ac.uk/id/eprint/14930 |
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