Nordstrom and Rustan's: Who is the better customer service provider?
Date of Publication
2002
Document Type
Bachelor's Thesis
Degree Name
Bachelor of Arts in International Studies Major in American Studies
Subject Categories
American Studies
College
College of Liberal Arts
Department/Unit
International Studies
Abstract/Summary
Abstract. The present study is a comparative analysis aimed to determine which between Nordstrom of America and Rustan's of the Philippines, is a better quality service provider. A sample of one hundred customers was utilized to respond to the survey forms and answer the interview.
The study reveals that Nordstrom is a better quality service provider than Rustan's thus, the former produces more satisfied customers than the letter. It also shows that Nordstrom has an edge over Rustan's on the five dimensions of quality service. However, the two stores were found to have similar customer service policies that only differ on the ways they are implemented. Moreover, factors like customer preferences and culture were found to influence how these policies were implemented.
Abstract Format
html
Language
English
Format
Accession Number
TU10844
Shelf Location
Archives, The Learning Commons, 12F, Henry Sy Sr. Hall
Physical Description
108 leaves ; Computer printout
Keywords
Department stores—Customer services, Customer services
Recommended Citation
Flores, L. A., & Lopue, G. C. (2002). Nordstrom and Rustan's: Who is the better customer service provider?. Retrieved from https://animorepository.dlsu.edu.ph/etd_bachelors/4194
Embargo Period
2-8-2021
