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2018, iss. 39, pp. 75-88
Product availability in the context of retail service quality
University of Novi Sad, Faculty of Economy, Subotica,,
In the conditions of growing competition, retailers are trying to improve the quality of their services in order to meet the growing needs of customers. Accordingly, the emphasis should be placed on product availability, which represents one of the indicators of the level of retail service. In addition, product availability is most often associated with the reliability of retailer's service. With the increase in the level of product availability, customers are facilitated to easily buy the wanted product, which can positively affect the level of their satisfaction. Bearing this in mind, the paper examined the availability of products in the function of the quality of retail services. The RSQS model was applied, by which we analyzed five basic dimensions (physical aspect, reliability, interaction, problem solving and policy). The results showed that all dimensions were significant for the quality of retail service, including reliability, which was partly reflected through product availability.
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article language: Serbian
document type: Scientific Paper
DOI: 10.5937/AnEkSub1839075G
published in SCIndeks: 05/10/2018
Creative Commons License 4.0