| Autor: |
Trivedi, Sunil Dutt, Pareek, Ashutosh, Nigam, Abhinav |
| Předmět: |
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| Zdroj: |
IUP Journal of Marketing Management; May2024, Vol. 23 Issue 2, p160-182, 23p |
| Abstrakt: |
To ensure efficient distribution of their products and services, businesses must have a cohort of satisfied and committed distributors. Manufacturers that possess the ability to offer exemplary services to their distributors strive to cultivate a network of contented and devoted partners. This study focuses on measuring the service quality attributes in the manufacturer-to-distributor context by establishing the suitability of the SERVQUAL scale for the same. For this purpose, a standardized SERVQUAL questionnaire was administered to examine the applicability of SERVQUAL scale in the context of services delivered by manufacturers to distributors (M2D) in FMCG sector. Data was collected from 273 distributors, and CFA was applied to confirm the applicability of the traditional SERVQUAL model to M2D relationships. The results show that SERVQUAL's original form may not be suitable for evaluating M2D services due to issues with the tangible dimension. Further, due to issues with the application of tangibility, there arises a requirement for developing a dedicated SERVQUAL scale in the context of M2D for measuring service quality attributes provided by manufacturers to their distributors. The results of modified measurement M2D SERVQUAL model indicate that reliability and empathy have the highest influence and assurance has the least impact on M2D services. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Complementary Index |
| Externí odkaz: |
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