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FABRIC SPECIALITY STORES: CONSUMER DISSATISFACTION WITH SELECTED IN‐STORE ATTRIBUTES
Author(s) -
CARY RICHARD T.,
ZYLLA JULIE M.
Publication year - 1981
Publication title -
journal of consumer studies and home economics
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.775
H-Index - 71
eISSN - 1470-6431
pISSN - 0309-3891
DOI - 10.1111/j.1470-6431.1981.tb00395.x
Subject(s) - helpfulness , quality (philosophy) , advertising , product (mathematics) , marketing , business , variety (cybernetics) , vendor , phoenix , psychology , computer science , mathematics , medicine , social psychology , artificial intelligence , philosophy , geometry , metropolitan area , epistemology , pathology
This consumer dissatisfaction study focused on selected in‐store attributes of the fabric speciality store. The procedure was to select fifteen fabric speciality stores at random in the Phoenix area and distribute thirty questionnaires to customers at each store. The 264 returns were analysed by examining the respondents' comments about the fabric speciality store most often shopped in, the respondents' ratings of the statements concerning the average fabric speciality store's attributes and the complaints the respondents made to fabric speciality stores. The fabric speciality store attributes found to be both important and dissatisfying included: salesperson's helpfulness, variety of fabrics, quality of fabrics, salesperson's product knowledge and fabric price.