The Effect of Service and Product Quality on the Attitude and the Intention of Revisit

Abstract

Not only in Uzbekistan but also anywhere else in the world, companies, markets, retailers want to make profit. And for this they will have to increase sales. The sales volume of the product depends on the customers who visit the store. The more customers in the region visit the store and buy more products, the more the store will benefit. When do customers buy a lot of products and revisit the store in such competitive conditions? The most important factor in answering this question is the quality of service and products. When the quality of products and services in a store is excellent and customers are treated well, then customers want to come back to the store to shop. This means that the higher the quality of service and product quality of the store, the more likely the store will get customers to visit the store again, and the more products will be sold, the greater the profit. Thus, the store should evaluate service quality and, if necessary, develop and implement ways to improve it. To do this, I conducted an observation in one of the local department store in my country. In other words, I conducted a survey of 150 buyers with questions to find out to what extent the quality of services and products of this department store satisfies the wishes and desires of buyers, and how the behavior of sellers affects the mood of buyers. I collected and analyzed all the data collected from the results of this observation. In this thesis, I will highlight my analysis and from the analysis I will learn how service and product quality affects customers’ attitude and intention of revisit to the department store.