| Abstract [eng] |
The work is 59 pages long, it has 6 figures, 18 tables and 54 references. The main objective of the thesis is to analyze scientific literature, develop a methodology for quantitative research, conduct quantitative research and determine the relationships between the variables. The thesis consists of three parts: Literature review, research methodology, analysis of the study and the results presented, summary and conclusions. The literature review presents the concept of service quality, its evaluation, the application of the SERVQUAL methodology, an overview of the different quality management systems and their impact on the retail service sector. The quantitative study chosen for the research consisted of 3 constructs with a total of 406 respondents. In analyzing the study, the demographic characteristics of the participants were summarized, the relationships between the demographic characteristics and the different response blocks were determined, and a SERVQUAL analysis was conducted. Factor analysis using KMO and Bartlett's tests, multiple regression using Anova, the coefficient of determination of the regression equation and the results of the p-values were used to support or refute the hypotheses. The conclusions present the results, prove the hypothesis and fulfill the objectives of the master thesis. The work can also serve as an aid for newly established companies in the retail sector who are considering which quality management system to choose, how to assess the quality of the services provided and which indicators can be used for an appropriate assessment. |
