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Town center attractiveness: A study of service quality in town centers
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
2014 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Town centers are the heart of the city and play an important role as service providers to the visitors who come and consume town center services and experiences. To create positive experiences and attractiveness for town centers, it is crucial for town center management and stakeholders to acknowledge service quality as an important part of the town center. In service quality literature, the town center is underexplored as a service quality setting. This study examines service quality in town centers by conducting a literature review, qualitative research, quantitative research, and implements this to a case study. Through an exploratory factor analysis, the findings show a different model than the proposed model which was based on the literature and qualitative research. New service quality dimensions are identified, confirming the need to measure service quality specific to the town center setting. Based on the new dimensions, a conceptual model of town center service quality is established. Based on the findings; implications for creating positive town center attractiveness and future research are discussed.

Place, publisher, year, edition, pages
2014. , 64 p.
Keyword [en]
service quality, customer satisfaction, town center management, town center experience
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-24449Local ID: FÖ-V14-A1-054OAI: oai:DiVA.org:miun-24449DiVA: diva2:791066
Subject / course
Business Administration FE1
Educational program
Master programme (one year) in Business Administration, Marketing and Management SFMMA 60 higher education credits
Supervisors
Examiners
Available from: 2015-03-03 Created: 2015-02-26 Last updated: 2015-03-03Bibliographically approved

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Citation style
  • apa
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Language
  • de-DE
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
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Output format
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