The Study On Service Quality Of Department Store

Under the intense market competition environment, it's obviously that the service quality is very important to each corporation. Service quality has become a new profit growth point to corporations. Service quality is an index to measure the level of the service. AS the service quality is an abstract concept originated from customer perceived. Put this abstract concept concrete you need use the meter of service quality. Department store industry as a service industry, increasing their service quality has made more important sense.The main purpose of this article is through the study of department store service quality to develop meter of department store service quality, in order to help increasing the management level of department store.The article firstly introduces the research background and research significance, research content and research methods, research purpose and research frameworks. On the basis of these, the author studied a large number of documents, described the definition of the service, the definition of the quality of service and the measurement methods of the quality of service.On the basis of a large number of documents studied, the article began to research the department store, the growth of the department store, the service quality of the department store. Next the article began to developing the meter. Through by item revision, data collection, purification, examination for factor analysis, exploring factor analysis, confirmatory factor analysis, second data collection, reliability examination, validity examination develop the meter of department store service quality. Using the main factor on the basis of the meter, finding the main influence factors to help department store to increasing their level of management. The research showed that five factors can influence the service quality including goods, reliabilities, convenience, perceptions, concerns. Our corporations can improve their service quality through these five factors.