Determinants of improve service quality for Kaohsiung department stores in the post-pandemic era
List of Authors
  • Ji-Feng Ding , Ju-hui Weng

Keyword
  • Department stores, service quality, hierarchical program analysis method

Abstract
  • Evaluating the key factors for Kaohsiung department stores to improve their service quality in the post-pandemic era will help to understand why customers change their spending motives during the post-pandemic period, which in turn will help Kaohsiung department stores to improve their operational performance and attractiveness. Therefore, the main purpose of this study is to apply the AHP evaluation model to empirically analyse the key factors of Kaohsiung department stores to improve their service quality in the post-pandemic era. First, reading the relevant literature and interviewing the experts, this study preliminarily studied the important influencing factors for Kaohsiung department stores to improve their service quality, including five evaluating facets and 22 evaluation criteria. Secondly, this paper conducts an empirical survey through the AHP expert questionnaire. Finally, the main findings of this study are: (1) "Tangibility" is the most important evaluation component for Kaohsiung department stores to improve their service quality in the post-pandemic era. (2) The five key factors for Kaohsiung Department Store to improve service quality in the post-COVID-19 era are: "Modern equipment and decoration", "Facility appearance is attractive", " Easy to find the way products are presented ", " Clean and convenient public areas (such as restrooms and nursery rooms)", and " I can do what I promise right away ". In addition, this paper further discusses these five key indicators as a reference for the future evaluation of Kaohsiung Department Store to improve its competitiveness and attractiveness.

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