AUTHOR
Lindh, Eva; Swärd, Karin

DATE
2000-06-08

DEPARTMENT
Business Administration and Social Sciences / Industrial Marketing

SUMMARY
The purpose of this thesis has been to describe which quality criterias customers find important when purchasing exclusive men´s wear. We decided to make a survey study by using a modification of the SERVQUAL measuring method. The SERVQUAL is a tool for increasing the understanding of customer expectations and perceptions regarding five service quality dimensions in service companies. We decided to collect data by making telephone interviews with regular male customers at the company Benzon.

The study showed that the most important quality criterias for the male customers where the dimensions concerning tangibles and assurance. But also the three remaining quality dimensions regarding reliability, responsiveness and empathy were shown to be of great importance to the male customers.

ISSN 1404-5508 / ISRN LTU-SHU-EX--00/116--SE / NR 2000:116